Thor Casino - Pelaajan kotiutus on takavarikoitu.

So I made a deposit and got a bonus and  logged in and played 1 game for 20 minutes and won so hope our and withdrew money which then cancelled my bonus it stated that my bonus was cancelled and I withdrew and had money in my account to play with so with that money I went and had a bet now apparently the bonus was still open (even though my account said no open bonuses and it already stated it was cancelled) and the bets I placed were higher than the $5 max bet allowance and I tried to play some Blackjack but it kept kicking me off the table so in the end they cancelled my withdrawal and whipped all the money from my account just wondering what I do from here I also asked someone why it said I had an active bonus error come up on some games when I don’t have an active bonus before I made the last deposit it must have still been from the last 1

have attached photos of a couple of screenshots I took could probably get more just want to know what I do from here

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Dear Mattress15,

Thank you very much for submitting your complaint. I’m sorry to hear about the challenges you’ve faced with your withdrawal and the issues regarding your bonus.

To better understand your situation and to assist you effectively, could you please provide more details regarding the following:

• Could you please confirm if your account is fully verified?
• Did you encounter any error messages when you attempted to withdraw your funds? If possible, please provide a screenshot of the error.
• Since you are only allowed to withdraw real money balance and you attempted to withdraw when the bonus was not completed yet, I would imagine you were only allowed to withdraw your deposit. Could you please clarify how much money you tried to withdraw? Were you successful? Please show a screenshot of this specific transaction.
• Did you contact support regarding the confiscation of your winnings? If so, please provide all relevant communication with customer support. Feel free to forward it to jean.s@casino.guru.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Jean

Dear Mattress15,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We received your email. However, for the complaint process, it is important that you answer the questions directly in the complaint thread. This allows us to keep all relevant information in one place, making it much easier to assess the case and avoid overlooking important details.

Our email is primarily intended for sharing supporting evidence that contains personal information, such as communication with the casino or documents and screenshots that should not be posted publicly.

Please also note that if you reply only by email and do not update the complaint thread, the system will continue to show that no response has been received from you making the complaint process longer, and the complaint timer will continue to run accordingly.

Thank you for providing the additional information and the correspondence with the casino.

After reviewing your explanation, there are still several points that are unclear, and we would appreciate it if you could clarify them before we continue our investigation.

1. On what date and approximate time did you claim the bonus and subsequently request the withdrawal?
2. How much was your initial deposit, how much bonus did you receive, and what was your balance when you submitted the withdrawal request?
3. How much did you attempt to withdraw?
4. You showed your withdrawal history. But could you please confirm which withdrawal had supposedly cancelled your bonus?
5. Did that withdrawal ever leave the casino and reach your bank account, or did it remain in a pending status until the casino later cancelled it?
6. You mentioned that after requesting the withdrawal, you continued playing with the remaining balance because it was displayed as "real money" and your account showed no active bonus. Can you confirm approximately how much remained in your balance at that point?

The reason we ask is that, under a typical sticky bonus system, the deposit and bonus funds are combined into a single playable balance while the bonus is active. If cancelling the bonus caused the bonus funds to be removed, only your eligible real-money balance (if any) should have remained. Therefore, we need to understand exactly which funds you were using after submitting the withdrawal request.

At the moment, it is not entirely clear whether:

• the withdrawal had already been successfully processed and completed before you continued playing; or
• the withdrawal was merely pending within the casino's system while you continued placing bets.

This distinction is important because it may affect how the bonus terms should have been applied and whether the casino handled the balance correctly.

Once we have these details, we will be in a much better position to evaluate the casino's actions and determine whether they were consistent with their bonus rules.

Hey Julie,

So on the 2nd of July 2026 at 02:15 roughly I made a deposit of $80 with a match bonus offer 50% match off memory 

I jumped on the Hell Butcher game and played that for 20 minutes or so (only bet $2 spins the whole time) and got up so I then left the game and made a withdrawal of $500 the same way I had done previously because I have withdrawn from them before and it didn’t say then that a bonus would be canceled or so on it withdrew same as before 

After that I looked at my balance and it said that the money I had left was real money think it was like a couple of hundred dollars so I went into my bonus to make sure and it said I had no active bonuses so I figured that this money was mine so I jumped on a couple of other games used the special feature I think a couple of times tried to jump on the blackjack table but it kept taking my money off the table and kicking me out so I stopped cause I thought the blackjack game might be having and error (they said that I actually made bets so it must show in there system as an actual bet but it kicked me out) 

Anyway carried on betting for a bit then I ran out of money so I canceled the the deposit and rewithdrew a $200 and 2x $100 so I had $100 to play with and if I did want to cancel again I didn’t have to reset the withdrawal I could use the 2x $100 that I made separate can’t exactly remember what game I was playing but it kicked me off and my money had disappeared and my deposits taken away so I went into the chat and asked and they said I breached the terms because I had bet over $4 or $5 forget what there terms were I had used features and bet on blackjack which wasn’t allowed but all of this was done after I made the withdrawal 

They say that the withdrawal wasn’t processed so it was still active 

I said that I processed the withdrawal my side and it stated I had no active bonus and the money was real 

They said that it’s not real until they processed it there side 

I said well that misleading I didn’t intentionally breach but it stated that the money I had was real and that there was no active bonus (I’m new to the whole online casino thing at this stage) I had also asked them earlier why I can’t get into some games as it was saying I had an active bonus and I was told that once I make a withdrawal the bonus is canceled so i didn’t know what the go was I just picked another game 

Anyway we went back and forth with no outcome I got that email I sent through stating I had breached 

I told them I think they got it wrong could they recheck then continued to reply asking for explanation and update 

The only place I got any information was the live chat but it kept going in circles the got what they have to say cause by there description I probably breached but I was trying to say I withdrew it stated real money it showed no active bonus and I was told once I make a withdrawal the bonus is canceled so that’s what I went off what I could see and been told 

I kept trying to contact them with no response so I reached out here 

I think as a bare minimum I should at least get my deposit back but hopefully the $400 that was in the withdrawals not sure how much was left while I was betting was less than $100 off memory 

Cheers Matt 

Sorry Jean not Julie

Dear Mattress15,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Mirka, (miroslava.d@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Jean

Dear Mattress15,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Thor Casino representative to join this conversation.

Dear Thor Casino,

Could you please provide clarification regarding this case? Please also include supporting evidence.

Thank you in advance.

Hi there,

Please note player was informed about open the case and results from our security review. As a results we have set balance to 400 Aud as maximum withdrawal amount from Bonus received.

Thorcasino Team

Dear Mattress15,

Can you please confirm, if have received the full disputed amount by now? Feel free to use the 'resolved' button.

Thank you.

Dear Mattress15,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Mattress15,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Mirka