Thor Casino - Player's larger cashouts are denied.

Casino is saying my cashouts are too large to pay and that it is a violation of terms. Money was won, a withdraw of $650 was successful. Then two withdraws of 1900 and 400 were canceled saying the most I could withdraw was $50, they honored the $50 withdraw. There was no change in funds between the $650 which was confirmed and the others. If I could only withdraw $50 why was the $650 confirmed and then the others denied. I believe that they do not want to pay the funds.

Dear Gingerchet,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Thor Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Do I understand correctly that you received your winnings of $650?

Have you accumulated your subsequent winnings of $1900 and $400 with or without an active bonus? If you played with a bonus, could you please send me the exact link or a screenshot?

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

Best regards

Veronika

Hello thanks for responding attached are the transactions in question. First you will see a screenshot of the cashback they say is the reasoning of denying withdraws. It was completed and converted to real balance. The next screenshot shows successful withdraw and denied withdraws. There is another withdraw shown, but not expanded, for $500 that one was self canceled. The successful $650 withdraw was after the cashback completion. Timestamps should show that, so if the $650 was honored that should prove I was under no restrictions for withdraw.

My apologies for getting my numbers mixed up the denied withdraws were 1400 and 900. I got some numbers mixed up I'm so flustered.

To clarify not only were my withdraws of $1400 and $900 denied the funds were confiscated and replaced with $50 which was successfully withdrawn.

I know I've already posted a screenshot, but here is a better one from a desktop and not mobile.

Still waiting on a reply from Casino Guru

I have checked the Bonus Terms and Conditions and this is what I found:

10.1.3 Bonuses that are received with a no-deposit requirement (free spins, cashback, cash reward, money reward or any other form of received bonus or cashback) have a maximum withdrawal limit of 50 EUR, or equivalent in other currency. In case bonus received is more than 50 EUR, maximum withdrawal in that case is 5 times received amount. Bonuses that comes with a deposit requirement (clause 10.2,10.3) have limits on withdrawal of 5 times deposit amount. Any balance above maximum withdrawal amount is forfeited manually once player reach maximum withdrawal amount or when player requests withdrawal.

Can you kindly specify when you activated your cashback bonus? Please send me the screenshot of your bonus history.

Have you activated any other no-deposit bonus?

Well the screenshots I've provided give this information, but here is a written out timeline.

2024-02-03 00:39 Deposit Made

2024-02-03 05:41 "Crypto Cashback" from lost deposit. It doesnt say when it was claimed, but bonus was completed and a balance of $39.32 was converted and added to my real balance at this time.

2024-02-03 14:14 Withdraw of $650 was requested, withdraw processed successfully at 2024-02-03 16:32

2024-02-03 20:17 withdraw of $900 was requested, withdraw CANCELLED/DENIED at 2024-02-04 07:45

2024-02-03 20:29 withdraw of $1400 was requested, withdraw CANCELLED/DENIED at 2024-02-04 07:45

So I did not have an active bonus at any withdraw time. No additional funds or bonuses were added from the time of the first successful withdraw to the two denied withdraws.

In response to the terms that you have quoted I had honestly never seen those until they denied my withdraws. Given the fact I had withdrew and then was given that term as a reason for withdraw denial leaves me to speculate that it was added after this situation, but obviously that cannot be proven. Regardless of that I dont believe that it would apply to me as the crypto CASHBACK was completed with less than what they said is allowed and subsequent winnings were with real non bonus locked funds, as per them saying the bonus was completed and funds added to my real balance. This is on top of them processing the initial withdraw of $650.

You can close this

We’ve rejected this complaint as per the player’s explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.