Thor Casino - Pelaajien kotiutuksia on viivästytetty ja peruttu.

Dear Readers,

Dear ThorCasino’s Management 👋,

I’m KYC verified at this casino. I already deposited a couple times but never withdrew any funds. The Operator don’t answer to my complaint. I don’t have the communication history as I cleaned my Gmail by mistake, but if they are honest, they can certainly provide it to you.

So, I received a promotional email with a great offer : Deposit and receive 100% bonus wager-free. So I deposited 35.78$ CAD and I received the same amount in bonus.

I won a first amount of +/- 350.00$ CAD. Then, I withdrew 260.00$ CAD. Their system automatically forfeited the remaining bonus balance. So, the balance became real cash.

Then, I tried my luck with the real cash balance. I won a nice jackpot of more than 1000.00$ CAD. I withdrew it. So I had 2 withdrawals pending.

Thor’s Security Team contacted me to inform me that the deposit offer had a maximum withdrawal of 5 times the deposit and that they voided the remaining balance and canceled the withdrawals.

It’s a ridiculous rule. If you won a 50,000$ jackpot, it’s all forfeited ! Between you and me, it would be heartbreaking. AND ABOVE ALL, it’s a really bad will from them. Because it’s not mentioned in the promotional email nor during the deposit, so it misleads many customers.

⚠️Also, they shouldn’t forfeited my 2nd withdrawal request (1000.00$ CAS) because it was real money balance after the bonus balance was automatically voided during the 1st withdrawal request of 260.00$ CAD. I reiterate : my 2nd request was with full real money balance and shoudn’t be limited, only my 1st withdrawal request !!!!!! ⚠️

**I’m opened to any reasonable offer and dialogue with ThorCasino Management. If I see some good will from them, I’ll close this case review.**

Respectfully,

Olivier ****

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Thor Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Do you have access to your player's account?
• Do you have access to your bonus history records? Would you be able to share screenshots of the bonus status, including the times when the wagering was complete, if available?
• Is it possible for you to recover the emails by contacting your email provider, or request the casino to provide you with the communication justifying their decision again?
• Share any evidence of the incident with me. Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

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

Dear OlivierL07,

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,

Tomas