Thebes Casino - Player's account has been blocked.

I used the 25 free spins that the casino placed on your site last week and after winning the prize, I won 100€ and by betting with this amount, my account balance reached 230€

After verified my account , I deposited 10€ and requested a withdrawal, but unfortunately after 2 days, my account was deactivated for some reason that still do not know and I received an email from them in which they wrote: We have reviewed your account and wish to inform you it was closed due to several inconsistencies found on it. Kindly note this decision is irrevocable.: .....and after that my email has not been answered.

Dear Ramon,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbours has opened an account from the same IP address or device as yours and redeemed the same promotional offer? Do I understand correctly that the entire win has been accumulated from No Deposit bonus? Have you deposited funds into your account purely to verify the payment method?

I understand that it might seem like a lot of questions, but I would like to understand your problem as accurately as possible. Thank you very much in advance for your reply.

Best regards,

Petronela

Hi

Thank you for your follow up

I live alone so no one can use the promotional offer with my IP.

I won 100€ in the race and the rest of the money has been accumulated from No Deposit bonus

I have deposited funds because I had to deposit at least 10€ to withdraw

Thank you, Ramon, for your reply. Could you please specify what you meant by: "I won 100€ in the race"? Looking forward to hearing from you.

Competitions were held between casino players

Players played a certain number of spins per game at a specific time, and the casino gave points to each player based on their parameters and gave the top players a cash prize.

I was second in one of these competitions and won 100€. The name of this competition is race.

Unfortunately, they did not give me the prize either

Unfortunately, they did not give me the prize either

Thank you very much, Ramon, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Ramon,

I’m sorry to hear about your negative experience. I’ll take care of your complaint from now on and I’ll try my best to resolve it.

I would like to invite Thebes Casino into this conversation.

Dear Thebes Casino,

Can you please specify what inconsistencies were found on Ramon’s account? In addition, I’d like to kindly ask you to provide us with any relevant evidence supporting your claims. Please forward the information to my e-mail address andrej.p@casino.guru.

Hello,

We hope this message finds you well!

Kindly note that the account was found to be in breach of our Terms and Conditions item 2.1.12. Each User is allowed to open only one User Account. Use of more than one Account per physical User is known as "multi-accounting", which is strictly prohibited. Upon discovery of a User with multiple Accounts, all affiliated accounts associated with the User will be immediately cancelled alongside any transactions on the multiple Accounts. In the event that Thebes Casino has reasonable grounds to suspect that the registration of said multiple Accounts has been undertaken with the intent of defrauding or cheating, Thebes Casino may block regular or tournament play and/or prize distribution.

Should you require any additional help or information, please do not hesitate to contact us, we are available 24/7.

Kind regards,

Thebes Casino

Thank you, Thebes Casino, for providing the explanation. I would like to kindly ask you to provide us with relevant evidence proving your claims. Please forward the information to my e-mail address andrej.p@casino.guru.

Dear Ramon,

I would like to inform you that we have been communicating this issue with the casino representative. We have not received sufficient evidence that would prove the casino’s claims.

We would like to ask Thebes Casino to provide the requested additional evidence or reply to this complaint. If the casino fails to respond, or provide the requested information in the set time frame, we will close the complaint as ‘unresolved’.

Dear Ramon,

We have received evidence from the casino representative indicating that you had in fact created multiple accounts in the casino. Unfortunately, multi-accounting is prohibited in most casinos and can be considered a serious breach of Terms and Conditions. Is there a possibility that you had created another account in the casino prior to creating the one you accumulated the winnings in?

Hello

It is impossible

I had not even heard the name of Casino Thebes until the day of registration, I saw the casino in the no Deposit Bonus section, in your site and I registered in the casino based on the rating you gave it.

I remember that day there were so many casinos with similar offers and even much better offers that there was no need to open multiple accounts in one casino.

If they show evidence that I have multiple accounts at Thebes Casino, I will pay them twice the amount Their debt as compensation.

I won a few days later at Tangiers Casino, a great casino with experienced and regular staff, and they deposited my winnings to my account four days later without any problems. I really enjoyed their performance and will continue with them and I do not need another casino.

The difference between casinos is quite clear here

Finally, I want Casino Thebes to say honestly now. that it does not intend to pay me and please stop accusing me .Because I know that they do not pay me and do not show me any evidence

Because they do not have

Only our time is wasted here.

Thank you very much for following up on this case

Dear Ramon,

Thank you for clarifying. I’d like to inform you that we are currently discussing this case with the casino representative.

We would like to kindly ask Thebes Casino to reply to this complaint or to provide the requested information.

Dear Ramon,

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. The casino representative has provided sufficient evidence proving their claims, namely your breach of the Terms and Conditions by creating multiple accounts.

Hello

Again, this is impossible

I only have one account at Casino Thebes and my balance in that account is 200€. If the casino has provided sufficient evidence. Please email me just one of those documents so I can apologize to Thebes Casino right here.

Thank you

Dear Ramon,

Since the information shared between a casino and Casino Guru is considered strictly confidential, we cannot share any such information without the casino’s permission. However, we are currently waiting for a statement from the casino representative to see if there are any details we can share with you. I will keep you updated.

Dear Ramon,

Unfortunately, we were informed by a casino representative that due to the nature of the information provided as evidence, it is not possible for us to share further details.

I’m sorry we were not able to help you with this one, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino and we will try our best to help.