Thunderbolt Casino - Player has been accused of opening multiple accounts.

I opend an account at Thunderbolt Casino...no problem. Start playing, take up bonusses, deposit money, playing, deposit money and so going on. I won 10 000.00 in July 2020 and asked the casino to pay out the winnings on various chat rooms. I was informed that I need to submit certain documents which I did...on various occasions. One of the documents was a photo of my Id.

Everytime when I asked for the payout, I received congratulations on my big winnings and reasured from the "consultant" that the documents is received and all is well. Then I received an email stating they want a colour copy of my aswell as my husbands..why my husbands I don't know. Which by the way I send. And everytime when I got worried for not receiving any emails or confirmation on the date the payment will be done, I get a "please email the documents asked for" or the documents is received and they are busy with the verifying of it. "This will take 5 to 7 days" to complete and that I will be emailed when this is done....no reply...no emails. And so it carried on. I took screenshots of each and every chat between me and the various"consultants"...for the record. I have each and every emails send from my email adress to them...for the record. Once I was asked to confirm my email adress, date of birth and full name via the chat room, which I gave. Matter of interest...when I complete the registration form, I only registered on my account just as Connie and not all the long boere names I am carrying with me. Out of the blue this morning 21/7/2020, I received email stating my winning is denied since I have 2 accounts. For what reason will I have to accounts? After insisting to receive copies of these 2 registrations and dates and amounts transfering to each of these 2 accounts, I was only told that they now closed 1 account. Why, if, and if I had 2 accounts, did they not asked me which 1is the correct 1? Because there is no other account. And suddenly I was blocked on all the chat rooms..no emails from my side whent through to documents@thunderboltcasino.com or support@thunderboltcasino.com Yet, the very first documents I had to submit they received. Yet, when I go to the support chat room, there support email adress is there to use. I took this to a legal entity that will deal with this. I also informend Thunderbolt that I will go on facebook, twitter, instagram and all other media enteties to worn people to stay away as far as possible from this casino! What an eye opener!

Dear Connie,

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

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 as yours? Please forward any relevant communication 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

Thank you very much Connie for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Connie,

I looked at your complaint and will do my best to help you. I would like to invite Thunderbolt Casino into this conversation. Can you tell us where the problem with the player’s withdrawal is? If player had multiple accounts, please send me some relevant proof of this claim to my email: viliam.v@casino.guru.

We would like to ask the Thunderbolt Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Hi Viliam

no problem. just a matter of interest...is it normal practice to extend the time? does an unsolved case have any effect on the casino? or are the casino now playing for time?

Dear Connie,

it is normal practice that Casino gets two requests for cooperation and if they don't answer we'll close complaint as "unresolved". This situation will negatively influence Casino's rating.

Hi Viliam

no problem. hope when I speak to you again, you will give me good news!

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.

We’ve reopened this complaint at the request of Thunderbolt Casino casino. The representatives of the casino have provided us with the supporting evidence for this case, upon which we have been able to see that this player in fact have had multiple accounts with various matching credentials.

Unfortunately, this new knowledge has led us to change the classification of this complaint to rejected as unjustified.