Thor Casino - Player’s attempt to self-exclude from the casino has been overlooked.

I know how this self-exclusion works and I requested self-exclusion due to my gambling problem since on their page they give that option. Well, I received emails and promotions and simply requesting in chat they reopened it and I relapsed again. I have closed it again but i want a permanent closure.thank you

Dear Raquelgonz,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we’ll contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for the self-exclusion? My email address is petronela.k@casino.guru. Did you specify in that request for how long you wish your account to be suspended and the reason why?

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

Thank you very much for responding. I thought it was in May but it was in April, I know from the deposit emails. Fill in the self-exclusion on your website that gives you the option to freeze or close. I said that it would be irrevocable if you accepted and in the reasons I put my addiction problem. It is true that today when I closed it again I was able to freeze it for a year to see if they don't open it that way, but the first time it was like that. I don't have an email of any kind since I didn't even send verification documents. I'm having a very bad time and I don't know how to stop this.help

Thank you, Raquelgonz, for your reply. Have you saved any screenshots that would confirm that you requested a permanent self-exclusion before?

When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings Thor Casino,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to support@thorcasino.com (you can CC me at petronela.k@casino.guru in the copy) and keep me informed about any further developments. Thank you in advance.

Good morning, I have just sent the capture of the self-exclusion request for March to your email. I am waiting for a response. Thank you

Thank you for the screenshot. I can see that you sent your request on the 27th of March stating that you wish to self-exclude permanently due to a gambling problem. Have you received any notification or confirmation from the casino, please?

Good morning. I immediately excluded myself from your website but I did not trust it and I sent the email. I did not get a response but when I checked how it did not allow me to access I thought it was done. One day they sent me a promotion and that was when I later accessed via chat on june.thank you

 I understand. Can you please let me know if you have any saved communication from June when your account was reopened? Additionally, could you kindly provide a screenshot of your cashier history starting from the 27th of March onwards? Lastly, I'd like to inquire whether your account is currently blocked or if it is still accessible.

Good morning. Right now I have it blocked and I can't access the history. I send you the latest charges to my card. I don't have anything else

I attach the emails of my last deposits. I have nothing else

Thank you very much, Raquelgonz, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear Raquelgonz,

I truly appreciate you sharing your experiences with the Casino Guru team. We will now proceed to reach out to the casino.

Hi there,

Please note player requested reopening account on his own request.

By our support team he was requested to answer on particular questions about his gaming behaviour with acknowledgement of his full reponsibility for next actions he accepted once account was opened.

We will provide evidences to casino.guru team

Thorcasino Team

Of course I answered the questions, as any person with an addiction would do if they need to play, but their responsible gaming policy was ignored with a simple chat

Dear Thor Casino team,

I would like to express my gratitude for your cooperation. I kindly request that you provide me with the evidence mentioned, as well as any communication you have had with the player. We believe that an account that was closed due to a gambling problem should not be reopened, or at the very least, reopening should not be a simple process. There should be a significant amount of time elapsed since the initial closure, and a cooling-off period should be implemented when a player requests to reopen their account.

My email address: jozef.k@casino.guru

I request the permanent closure, no more advertising mailings please, and the refund of the deposit after the reopening. This is an ordeal and I need help please

And what happens now if the response time ends?

Hi Jozef,

Evidences are sent to your email.

Thorcasino Team

Dear Raquelgonz,

may I kindly ask you to specify when you created an account in this casino?

Not being able to access the account, I can't see it and the deposit emails came to spam and I can't see older than June 29

Searching in the emails it is impossible to find since they have not maintained any contact with me. And searching in my bank I find payments with cashlib so I think that the first deposits were by cashlib. As you understand, with my gambling problem it is quite difficult to find movements since I have played in other casinos but the others have closed the account and I have not had a problem. I see that around here you only ask me for things and things and the casino is not willing to collaborate

I have sent you by mail the only thing I have

Dear Raquel,

I appreciate your patience throughout the resolution process. I would like to request the confirmation email that the casino typically sends after registration.

Furthermore, I kindly ask if you could provide a video recording of you opening your mailbox and showing your sent folder, followed by opening the specific email mentioned below. This additional evidence will help me confirm the validity of your claim. Be aware that if you fail to provide us with the required evidence, I will have no other option than to reject your case.

Good morning. There was no confirmation email. In fact, a friend also opened an account and they didn't send it to him either. I don't know how to do it, nor am I going to record any video opening my email. The only one who provided data here was me and What they are doing to me seems incredible to me. All this for not reimbursing €500, which for them is nothing. Close the case if you want

Dear Raquelgonz,

Thank you for your patience throughout the resolution process. Unfortunately, I have no other option than to reject your case. The casino team has presented compelling evidence to support their claims, while the evidence you provided raised suspicions as it did not align with the date your account was created. Furthermore, the lack of additional supporting evidence only strengthens our doubts. I am left with no option but to close your case as 'rejected'.

You have every right not to agree with my decision. An alternative option is to file an official complaint with the licensing authority of the casino. I may assist you with this process, and you can reach me at the email address provided below. Feel free to contact me if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru