Thunderbolt Casino - Player’s account has been blocked.

Been playing here for 3 years making loads of deposits, following the rules, despite megre payments at the best of times. Managed to win 1500 zar and 2 hours after requesting a withdrawal, my account gets locked and I get an email saying that someone else is using my bank account which is completely ridiculous and also impossible. Im asked to send a ID copy and bank statement which was done two weeks ago, however no feedback is received. Customer service is vague and cannot provide answers or an sla on when my account will be verified, again. All I'm told is that "the relevant department" will send you an email. Nothing is received. A warning to all players, after they've made their money from you, they kick you to the curb and disable your account. Rather spend your money at Whitelotus, Apollo Slots or silversands where payouts are huge and you never encounter issues.

Dear Lyndol,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Was your account fully verified previously? Could you please advise what exactly is the issue with your bank account?

If there’s any relevant communication between you and the casino, please forward it 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

Dear Lyndol,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Hello.

My account was verified twice prior. The email they sent advised that somebody else is using my bank account.

Since my complaint was lodged, my account has been unblocked yet they never responded as to why they kept it blocked and locked for so long.

Thank you very much, Lyndol, for the update. Do I understand correctly that your problem has been resolved? Do I have your permission to close this complaint or there’s anything else we could help you with? Thank you in advance for your reply.

Dear Lyndol,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

Even if we assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint.

The player can reopen this complaint anytime.