HomeComplaintsThunderbolt Casino - Player can't withdraw her winnings.

Thunderbolt Casino - Player can't withdraw her winnings.

Amount: 168 R$

Thunderbolt Casino
Safety Index:Below average
Submitted: 10 Jan 2023 | Case closed : 12 Jan 2023
Case closed Our verdict

Unjustified complaint

REJECTED

Case summary

1 year ago

The player from Brazil wasn’t able to withdraw from the casino, due to accusations of claiming multiple no-deposit bonuses.

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1 year ago
Translation

I came to demonstrate my total indignation with this casino, I made a rollover of more than 30000 thousand after completion, they ask me to verify my account, which took 5 days until then. cash out because if I didn't even send the documents she even congratulated me and said I could cash out, so I cashed out and I received a message in my email saying that I used several consecutive bonuses I only used the one from the first user registration and another of existing users and that's it. Oh, the effort I put in to rollover more than 30,000 and I couldn't withdraw 600 zar which only gives a hundred and so many R$ is simply revolting

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1 year ago

Dear polianasouuza08,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with this casino. I reviewed the terms and conditions of the casino and I found: https://www.thunderboltcasino.com/terms-and-conditions

25. Customers cannot redeem multiple free bonuses/free spins offers consecutively: When a customer uses two or more free bonuses without making a real money deposit in between, management reserves the right to void any bonuses and winnings.

Could you please explain which no-deposit bonuses or free spins you received from the casino and when exactly? Can you access your bonus history and let us know what it says?

Thank you in advance for your cooperation and reply.

Best regards,

Tomas

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1 year ago
Translation

The first was that I registered at the casino, and the other was for new and existing users, but I don't think it's fair. It was very difficult to make this impossible rollover, if you can't redeem it, why do they allow it?

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1 year ago

I understand your frustration, polianasouuza08.

Casinos try to offer bonuses in a way that they seem as attractive as possible, but that also means they offer them under conditions that make it difficult for players to withdraw their winnings.

When it comes to no-deposit bonuses players don't gamble with their own deposited funds, and therefore we don't consider enforcing these rules as unfair.

Also, the casino will often only review gameplay after a withdrawal is requested and after the verification of documents is complete.

I'll be forced to reject your complaint as unjustified. Please let me know if I haven't overlooked any additional information before I do.

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1 year ago
Translation

I do not have anything to do

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1 year ago

Thanks polianasouuza08,

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.

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