Thebes Casino - Player’s struggling to complete account verification.

I made an amount of 85 dollars at the casino, I asked for the withdrawal, then the fuss started all the time asking for something different, my account is fully verified, I already sent a photo ID, they removed the support icon, do not ask to withdraw the money because they blocked it , be very careful with this casino

Dear Aleh2684,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account? Could you please advise if your winnings were accumulated with or without an active bonus?

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

Best regards,

Petronela

My account was fully verified, after about 10 days they asked me to verify it again I verified it, only they removed the support icon and the withdrawal options, making it impossible for me to withdraw my money, I got a bonus I made the rollover that they asked I made the deposit too, now they don't answer support emai

l

I've sent several emails they don't respond, I don't have the withdrawal option, more curious that the deposit option is available

Could you please advise if you have sent the requested selfie?

Yes, I had already sent everything they requested, and it's been more than 20 days without paying

They are simply playing with me, playing the clown, 20 days all this to make fun of me, today it was denied once again, claiming that I would have to deposit another 25, and I was instructed to deposit at least 10, feeling cheated....

They act in bad faith, they ask for a deposit to withdraw the first payment after 5 days they deny the withdrawal request, they ask for some document and everything was verified, then you ask again for the withdrawal they ask for another deposit, claiming that they are terms

They are cowards and thieves sorry for the word , I've been trying and trying to withdraw for almost a month , on August 1st I made the deposit they asked for , 7 days went by they denied me the withdrawal they told me to send a photo holding the document on the site, I sent everything that was requested and my account was already completely verified, even so I ended up sending it, after another 7 days they denied me again claiming that my account didn't have a deposit in the last 5 days, I hope you guys are understanding they set all this up just to ask for another deposit, and in addition they removed the support icon and do not respond by support email, it is very difficult to communicate.

Thank you very much, Aleh2684, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) 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.  

Hello, Aleh2684,

I am sorry to hear about your situation. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Thebes Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Thebes Casino Team,

Could you please clarify the player's situation in more detail? What should the player need to do in order to take to withdraw the winnings from the mentioned bonus? What exactly bonus was used and where can specific Bonus Terms and Conditions be found if there are any?

Thank you in advance for providing the information.

Hello,

We hope this message finds you well!

Kindly note that upon further investigation, the account is in breach of our Terms and Conditions item 2.5.7. Bonuses offered by our casino are intended for genuine recreational players only. Abuse of any bonus offer will not be tolerated. We reserve the right to investigate, cancel, suspend or lock any account if bonus abuse is suspected. If an account is confirmed to fall under the Bonus Abuse category, we reserve the right to void all winnings generated on the account.

Examples of bonus or promotion abuse, but are not limited to:

- claiming free bonuses that exceed a 3:1 bonus to deposit ratio (free bonuses include but are not limited to Free Spins, Calendar bonuses, Scratch Card bonuses, Tournament prizes, Race prizes, Mailer bonuses, Goodwill bonuses awarded by account managers, etc.)

In this particular case, we have identified 5 free bonuses that were claimed on the account. There are 3 deposits made on the account, however only one of the three transactions fulfil the minimum deposit amount of $10, as per our Banking Page, whereas the remaining two transactions were of $0.03, and $0.53 respectively. Due to the very small amounts of the transactions, they are not being considered for the purpose of calculating this ratio. The transactions were made via cryptocurrencies and unfortunately we are not able to control the amounts that players send us, however this does not invalidate the minimum amount required for a deposit, as mentioned on our Banking page.

Unfortunately, because of the breach of the Terms and Conditions, the account has been labeled as a bonus abuser, and in consequence the winnings were voided. We have reached out via email in order to process the refund for the transaction.

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

Kind regards,

Thebes Casino

Infelizmente não entendi nada essa justificativa, abuso de bônus ? Mas todos os bônus foi vocês que me deram HAHAHHAHAHAHHAHAHHAHA , eu sabia que vocês iam arrumar alguma coisa só para não pagar , assim como vocês bloqueam o chat de suporte, abusadorada de bônus ? Kkkkkkkkkkkkkkkkkkkk vocês que dão os bônus , e porque me pediram para depositar? Falaram que só ia liberar o saque depois do depósito, isso também não é abusar ? Só fizeram eu depositar para me enganar ? Só quero sacar meu dinheiro e sair fora desse lixo de Casino, as provas que vocês enganam as pessoas está tudo ai , vocês são uma fraude , vocês dão os bônus e depois diz que somos abusadores de bônus ? Hahahaha

Dear Thebes Casino,

Thank you for the explanation.

How were the mentioned bonuses claimed, please? Were those bonuses activated by the player, on her own, in her casino account, or was she offered bonuses via email or another type of communication? Why does the casino allow players to activate bonuses in a way which is forbidden (or a way that it is not able to control) and then confiscate their winnings for that? Are there any other details that have not been shared with us yet, please?

Is there please still an option that the player could withdraw his winnings? If yes, what amount should be deposited to the casino account so that the player would be able to withdraw them?

Só quero saber se eu depositar vou conseguir sacar , porque todos os bônus o Casino que me deu , não tem lógica ter pagamento negado , sempre tem uma desculpa, porque bloqueam o chat de suporte? Se eu fazer depósito espero que não demore 5 dias úteis. Agradeço ao Casino Guru pelo suporte dado infelizmente temos muito casinos desonesto

Hello,

We hope this message finds you well!

All of the bonuses that we offer require an action from the player in order for the bonus to be added to the account, we do not proactively add unsolicited bonuses to any account, with the sole exception of the sign-up bonus which is added automatically when the account is created.

We offer on claim bonuses though different channels, in this particular case they were mailer free spins and another set of free spins which was claimed by completing a survey. The reason we offer these bonuses is that we want our players to take full advantage of their experience. Mailer bonuses can only be claimed in a certain timeframe e.g. if a mailer bonus is sent out on Monday, it can only be claimed until Tuesday at midnight, and we are aware of the fact that people don't always have the time to log in and claim these bonuses when they are sent out. This means that we send out bonuses constantly in the event that a player might miss claiming a few. However this does not detract from the fact that the onus is on the player to ensure they are in compliance with the Terms and Conditions they agreed to when signing up.

Unfortunately, since the Terms have already been breached, the account has been labeled as a bonus abuser and this cannot be change retroactively.

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

Kind regards,

Thebes Casino

Realmente ainda estou sem entender nada , sempre uma desculpa, vocês são uma fraude, fiquei quase 1 mês tentando sacar meu dinheiro, vocês pedem um depósito só para roubar nosso dinheiro, fiquei um mês mandando email ninguém do Casino falou sobre esse "Bônus" sempre era uma desculpa, está claro que esse Casino é uma fraude , já mandei todas as provas . Sempre vocês deixam para responder no último minuto do prazo

Greetings all,

Dear Thebes Casino Team,

Alright, I understand the situation. However, if we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence? Could you please provide me with the player's complete transaction/gameplay history, where I could see the player's deposits made to the casino and used bonuses? It would be great if the requested data included dates and times and player ID/email.

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Só vão responder no último dia e ainda com uma desculpa , já estou esgotada com esse Casino , por isso tem inúmeras reclamações aqui no site , vários feedback negativos.

Hello, Aleh2684,

In the meantime, I was contacted by the casino representative and provided with additional data. Currently, I am waiting for further explanation and details.

Please, let's stay patient and positive. I will let you know once I have enough details to proceed.

Thank you for your understanding.

Estou aguardando pacientemente, não tenho nada a esconder, fiz tudo que eles me pediram, vou aguardar o Casino Guru , mas já estou perdendo as esperanças . Confio no trabalho do Casino Guru ....

Dear Aleh2684,

Unfortunately, the data and explanation received from the casino representative are still not sufficient to fully review the situation on our end. Therefore, I am extending the timer again and will be waiting for the required data. I will update you as soon as I have any news.

Thank you for your patience and understanding.

They take time or delay , this always happens , since I made the deposit of 10 , as I showed in the images they act in bad faith , I already proved that they are a fraud I do not believe in this casino anymore I just want my money , after that they can close my account, it's been almost 2 months in this fight to withdraw 85, imagine if it was a greater amount ☹️

Apparently I was robbed, this type of casino does what it wants, there is no law, casino guru should not recommend and ban from the site.

Dear Aleh2684,

I was provided with sufficient evidence supporting the casino's claims and decision. Unfortunately, after gathering all the necessary information we are closing this complaint as unjustified due to breaching the casino's bonus terms and conditions - multiple free bonuses were claimed consecutively without making a valid deposit of the minimum amount, thus exceeding a ratio of No Deposit Bonuses to valid deposits. At least 4 No Deposit Bonuses were claimed and used before the first valid deposit (amount over $10) was made. Moreover, all winnings were obtained from the bonuses used before this first valid deposit. You are not entitled to any winnings obtained from these bonuses. The casino acted within its terms and conditions.

It is the players' obligation to read the terms and conditions before accepting them. Moreover, we are talking about bonuses and free money. The casinos can limit this free money as they see fit unless it is not against our Fair Gambling Codex. The ideal case would be if the casinos enforce their rules by software. But, currently, it is not an industry standard and therefore, we are able to accept it. In addition, it makes sense that any casino will not give its players only free money until they win or make a deposit of a minimum amount.

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. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by. In case of any questions, feel free to write to me at branislav.b@casino.guru.

Thank you very much, Thebes Casino Team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.Guru