Thor Casino - Player’s account was blocked.

Thor casino deactivated my account when i made my first withdrawal tsk tsk tsk😡🤬

Dear ArnelF,

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

Do I understand correctly the withdrawal you requested failed and the casino closed your account? Which games you’ve been playing (live games, slots, or multiplayer)? Were your winnings accumulated with or without an active bonus, please?

Looking forward to hearing from you.

Best regards,

Tomas

I won in thor slot first and then baccarat my total balance was 50$ so i deposited 10$ to withdraw my winnings but suddenly they deactivated my account meanwhile im waiting for their reply to give back the money i deposited

Thank you for your reply, ArnelF.

Have you been informed by the casino why the account was blocked? Could you please advise if your account is already verified and if yes, when exactly? 

If there’s any relevant communication, please forward it to tomas@casino.guru.

no my account was not verified the email sent to me stated that i did not follow the bonus terms and condition they said i have multiple accounts but thats impossible how come that i made an account with the same email

Dear ArnelF,

Is there any chance that someone from your household or someone you know using the same IP address has also created an account at this casino?

Nope, coz im the only online gambler in my family

Thank you very much, ArnelF, for providing the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello ArnelF,

I have reviewed your case and will contact the casino to see if I can help. In the meantime, could I ask you to clarify which bonus you have used?

We would like to invite Thor Casino to join the conversation and participate in the resolution of this complaint.

Dear Thor Casino,

Can you please provide further information regarding the player's blocked account? If there have been multiple accounts used, could you please provide some supporting evidence of this? It can be posted here or sent directly to my e-mail, adam.m@casino.guru.

Kind regards,

Adam

Dear ArnelF,

The casino has provided evidence showing that 3 different accounts, including yours, have been logged into using the same IP address.

There is also a message to the casino support stating that you have borrowed the money you used to deposit in the casino.

Can you please provide an explanation for the above?

Kind regards,

Adam

Dear ArnelF,

Please respond and provide the requested information.

I will extend the timer for 7 days. If we do not hear from you within the specified timeframe, this complaint will be rejected.

Kind regards,

Adam

wait, what! how can i verify the same account using my one and only gmail address?

Dear ArnelF,

These accounts have not necessarily been verified or registered using the same details, but they have all been used to make wagers and have been accessed within minutes of each other from the same IP address. Once more, are you able to clarify if it is possible that you have created and used more than one account? And please also address my question regarding the borrowed money. Please understand, we need as much information as possible to be able to help any further with this case.

Kind regards,

Adam

Dear ArnelF,

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.

Dear ArnelF,

As we have had no further response from you, the complaint will now be rejected as mentioned.

It can be reopened at any time.

Kind regards,

Adam