HomeComplaintsThor Casino - Player accused of creating multiple accounts.

Thor Casino - Player accused of creating multiple accounts.

Amount: 600 R$

Thor Casino
Safety Index:High
Submitted: 07 Aug 2023 | Case closed : 22 Aug 2023
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

1 year ago

The player from Brazil made a deposit and attempted to withdraw her winnings. The casino claims that the player attempted to create another account but the player denies this accusation. We rejected the complaint because the player didn't respond to our messages and questions.

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1 year ago
Translation

Good evening!!!


I made a deposit of 100 reais, played accordingly to the site's rules (with bonus), the final value for withdrawal would be 600.00 reais. However, when I requested the withdrawal, I received an email stating that I tried to create another account on the site but it was not true - it was the first time I wagered on this site, they don't want to solve the problem, can you help me?

Automatic translation:
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1 year ago

Dear marcellak22,

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

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address? Was your account successfully verified in the past?

If there’s any relevant communication between you and the casino, please forward it to petronela.k@casino.guru.

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

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1 year ago

Dear marcellak22,

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.

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1 year ago

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.

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