The player from Germany had her account blocked. There were inconsistencies in the player's account in one of Thunderbolt Casino's sister casinos related to her KYC. After following the instructions and providing the necessary documents, her accounts have been unblocked. The complaint is resolved.
Thunderbolt Casino - Player’s account has been blocked.
Amount: €120
Thunderbolt Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
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Hello ,
Yesterday I won an amount of 1250 ZAR at Steinbok Casino via a Binud6. I have submitted my documents. But have not received any further information.
Later I played at Thunderbolt Casino and deposited 2x 25 Euros via Bitcoin.
And all of a sudden I got banned in both casinos. I didn't even get an email about it. In the chat I was told it was banned for security reasons.
I don't understand. I wrote to the security department this morning. No reply yet. What I did wrong, no one answered me. I want my winnings and my deposited money back. I am very disappointed with these casinos.
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1 year ago
Dear Karin66,
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. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live games, slots, or multiplayer)? Were your winnings accumulated with or without an active bonus, please?
If there’s any relevant communication, 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
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1 year ago
Translation
Hello ,
I haven't had the account for long, about 11/2 months. I accidentally opened a 2nd account, but reported it there immediately and had it blocked. And asked if I could play. I was allowed. I deposited and played normally, but also used free spins and bonus. Yesterday I played without a bonus and in the middle of playing I was blocked. That was at Thunderbolt Casino.
The Steinbok casino, I played there the same way. I kept making deposits, but yesterday I won about 70 euros with a bonus and requested a payout. I sent my documents there. Then I was blocked there too. Both casinos belong together, I didn't know that until yesterday.
I haven't received a single email about why it was blocked. I inquired about live chat. I find something like that impossible for a casino like this.
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1 year ago
Thank you, Karin66, for forwarding all the relevant communication between you and the Springbok Casino. Do I understand correctly that the Proof of Address wasn't accepted as it was cropped? Could you please send it to petronela.k@casino.guru? Looking forward to hearing from you.
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1 year ago
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Yes exactly, that was written like that, but I haven't changed anything, cut nothing off.
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1 year ago
Thank you very much, Karin66, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) 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.
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1 year ago
Hello, Karin66,
I am sorry to hear about your unpleasant experience, and I apologize for the delayed reply. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Thunderbolt Casino's representative to join this conversation and participate in the resolution of this complaint.
Dear Thunderbolt Casino Team,
Could you please provide us with an explanation of the player's situation in more detail? Why have her accounts been closed? What steps should the player take to unblock her accounts? Are you able to check it with the responsible casino department(s), and for all the casinos stated by the player? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?
It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).
Thank you in advance for providing the information.
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1 year ago
We would like to ask the 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’ which may negatively affect its rating.
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1 year ago
Hi there,
We’ve been in regular contact with this player who has agreed, on several occasions to have us call her by phone to discuss the matter and she has not been answering our calls. I checked and the most recent call attempts were made December 20th at 8AM her time which is the time she asked to have us call.
The issue with this account is that there are outstanding unresolved issue at one of our sister casinos. Once the issue has been resolved, our security department will then decide what the best solution for the Thunderbolt account is, this is a temporary solution and we are waiting to be able to get in touch with her to discuss the matter.
I kindly advise her to please reach out to us once again so we can arrange an appropriate time to phone her / chat and resolve the matter.
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1 year ago
Translation
Hello ,
a call was supposed to be made on December 19th, 2022 at 8:00 a.m., it didn't come. What I reported in chat and the next day the call should be made, this did not arrive on my cell phone.
I was not informed about the situation why it was closed by asking myself in the Thunderbolt chat.
It closed mid-game and I made a deposit just before.
The Springbok Casino had won and after that, after I submitted the documents, it was closed without any reason.
I had my account closed myself at Playcroco Casino because I was informed via Google of a data breach in the password manager. And then I was blocked at your Thunderbolt and Springbok and it keeps going like this. It is unbelievable for me what happened there and how one has been dealt with since then. I myself had the account at Playcroco closed and it was also confirmed to me there at the beginning that there was no problem opening a new account. But even there it is a problem become.
I have always tried to get in touch with you via the chat but nothing has been resolved from there.
My English isn't very good, so I don't know if I would fully understand you on the phone, but I still agreed to a phone call that didn't come.
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1 year ago
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And I wonder what problems there are in the security department that still need to be solved. I feel quite hurt by such a statement as I am not guilty of anything.
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1 year ago
Thank you, Thunderbolt Casino Team, for the explanation.
Dear Karin66,
Could you please provide me with a communication where it is clear the call should have been made on December 19, 2022, and not on December 20, 2022? Also, can you please provide me with communication from Google about the mentioned issue in the password manager app?
Do you have a communication with Playcroco about your account closure and the confirmation that your account has been closed, and the information there is no problem with opening a new account there?
Feel free to use my email mentioned above.
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1 year ago
Dear Karin66,
Thank you for your emails. According to the first email with the attached conversation with the casino, indeed, it looks like the call should have been made on December 19, 2022.
However, I have a few questions regarding the second email (PlayCroco) because it looks like this caused the main problem with your verification and blocked accounts. Moreover, I am afraid the mentioned call(s) will be necessary too.
Have you please already been provided with feedback on the last photos sent? If yes, what information did you receive? If not - I recommend you send them new documents following the casino's instructions.
The provided photos do not meet the casino's requirements. The casino needs to verify only 1 payment method. Although you send it, you covered up the wrong numbers on the front side of the card, and some parts of its back are a bit blurry. Therefore, it would be great if you could provide the casino with new photos. It should be for the card with the last four-digit 4567. Only 4 digits (the third four-digit number) can be covered. You sent the photo with the first and last four-digit numbers covered.
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1 year ago
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Good morning ,
I sent the documents again, but have not received any response since then.
I will take the photos again and the card as well. And send everything to Playcroco.
Many thanks for your help .
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1 year ago
Alright, I understand. Please, let us know once you have any feedback from the casino regarding your verification after providing new photos.
Can you then also try to agree on a phone call with them?
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1 year ago
Dear Karin66,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or do not require any further assistance, we will reject the complaint.
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1 year ago
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Hello ,
I have everything
and I sent you the documents too. I don't understand it now, I always answer and you write you reject the complaint if I don't answer in time?
I resent Thunderbolt, Sprinkbok, and Playcroco all again last week. And to you too. Playcroco wrote again that I should send it, which I did and I emailed you every time.
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1 year ago
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Hi, Sptingbok casino has written and don't even need a document, proof of address. I'm sending it back over hoping it's finally over and I get my winnings from Springbok. I'm also sending it back to Thunderbolt and Playcroco.
Also here in the hope of getting my account with my deposited money at Thunderbolt.
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1 year ago
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I received an email from Playcroco today telling me to take a new photo of my credit card and please don't cut anything. I can't even laugh about it anymore.
And I haven't received any message from Thunderbolt yet, they say they are in contact with me.
Springbok now wants my address verified again.
It is no longer believable what is being done there.
NO LONGER WANTED TO CONTACT BY TELEPHONE.
I THINK THAT PLAYING IS REALLY ENJOYABLE.
I HOPE I WILL GET A COMPENSATION AND MY WIN AND MY PAYED MONEY BACK IF IT WORKS ONE DAY. ON MY PAYED MONEY I WILL SOON TAKE 20 PERCENT INTEREST DAILY./JOKE/
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1 year ago
Dear Karin66,
Thank you for your emails, and I am sorry for the delayed response.
Regarding my previous reply, it was an automatically generated reply by our system, and you can consider it irrelevant. It happens when you only send emails and do not reply directly in this thread. You can see that the timer has been set for casino.guru since you replied here.
As for your issue - although you sent the documents to the casinos again, they still do not have to meet the casino's requirements. Some of those documents are not clear/partially blurry or unreadable. Moreover, the casino gave you clear instructions for the bank card that needs to be additionally verified. Although now there is the whole card number in the photo, and it could be likely accepted, you did not cover up the correct part(s) on it again.
However, if there are any inconsistencies in the provided documents, the casino has the right to ask you for additional documents/verification at any time. That is industry standard, and I strongly recommend you provide the casino(s) with the requested documents. Otherwise, we cannot move forward, and there is nothing more we could help you with in resolving your issue.
After reviewing your lastly sent documents, I recommend you ask someone around with a better mobile phone and camera (or simply a camera) to take the needed photos in better quality and follow the casino's instructions. All requirements have to be met - covering the correct numbers/parts of the documents, all ID/card corners have to be visible on the photos, and everything has to be clear and readable. For example, you can try to check the quality of a document by zooming it in - if, after multiple zooms, it is not possible to clearly read the personal details on the documents, the quality is low.
Also, if the casino needs to make a call, it is a part of the verification process. Therefore, I am afraid you will have to agree on a call with a casino representative and make it.
Dear Thunderbolt Casino Team,
I am not sure if I received a complete communication, but from the data provided by the player, I see that the call should have been made on December 19, 2022, not on December 20, 2022.
You stated that there is an outstanding unresolved issue at one of your sister casinos. To finally move somewhere with the player's issue, could you please provide us with the information in what casino(s) this issue occurred, whether it has been already resolved, and if not, what is needed to be done on the player's side to resolve it? Is there any update on the mentioned issue in the casino(s) in question?
If it is more convenient for you, feel free to provide me with a reply to my email (branislav.b@casino.guru).
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1 year ago
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Good morning ,
I sent everything again from scratch to Springbok, Thunderbolt and Playcroco. I sent it to you too. But there has been no contact from Thunderbolt, not for a long time and the casino still has my money.
Springbok does not report search and Playcroco wrote that I should stick to the live chat, but I was not put through. I tried it.
I've always made regular deposits there and then something like this happens and no one has said what the reason is or was until now.
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1 year ago
We would like to ask the 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’ which may negatively affect its rating.
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1 year ago
Thank you for contacting us. We have received your e-mail.
The COVID-19 Pandemic has caused unanticipated delays in our document processing tasks. Due to the impact of this situation on our office operations, our response time is currently longer than normal.
We are grateful for choosing us as your gaming brand and apologize for the inconvenience this might cause you. Please know that we value your time and are taking continuous action to minimize delays.
In the meantime, we appreciate your patience and understanding while we do our best to provide you a safe an entertaining customer experience.
Take care and stay safe.
Dass ist die letzte Antwort von Thunderbolt ,ich kann es nicht glauben
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1 year ago
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I still haven't been activated and I still haven't gotten my money back
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1 year ago
Hi there,
I unfortunately cannot provide this internal information. The customer will be contacted by the relevant department. I advise her to please kindly actively discuss the matter with the representative.
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1 year ago
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I'm still waiting for a notification when Thunderbolt wants to contact me and I myself have not been informed by Thunderbolt until today why I was banned and that for 2 months. It's the same with Springbok and Playcroco.
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1 year ago
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Hi, I need to correct something. Thunderbolt wrote and will try to contact me by phone.
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1 year ago
Dear Karin66,
Thank you for your emails.
As I can see, you were advised to update your password in PlayCroco Casino. Have you already done this according to the casino's instructions, please? Assuming it is related to your first and previously closed account due to your request, it has to be done on your account in PlayCroco because it could be also a part of your verification there.
"We realize that you need to have your passport updated. We ask that you kindly contact us via chat at your earliest convenience."
As for the information about the call with Thunderbolt Casino - did the phone number registered with your account matches the phone number that you sent to the casino representative in the last email? If yes, and you were aware that the casino should have contacted you via phone, why didn't you pick it up? Was this phone call already made?
From our point, the best option would be to let the casino representative know your schedule, the days and times when you can make a call, and when it is not possible for you. Then, you should only wait for a call and pick it up. Please note that if there are (for example) any inconsistencies related to your verification, it does not make sense for the casino to make a call at the exact time you give to them.
Please, reply to my questions and provide us with an update.
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1 year ago
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I only have an ID card, I don't have a passport. I only need an ID card to travel in the EU countries. And this is valid until 2027.
Should I really apply for a passport to play in the casino???
I changed the password and sent everything again. I contacted the live chat, but they told me to wait for another message.
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1 year ago
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Good morning ,
since yesterday I was unlocked again at Thunderbolt, Springbok and Playcroco. I'm happy d. Everything went well. I would like to thank you for everything. I could not have done it alone. Thank you.
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1 year ago
Hello,
No, I am sorry, it was just a mistake. There should have been a "password". I only copied and pasted it here from the casino email but did not notice there was a typo.
Anyway - great news!
Thank you, Karin66, for confirmation and for using the Casino Guru complaint resolution centre. I am very glad your verification has been completed. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.
Thank you, Thunderbolt Casino Team, for your cooperation.
Best regards,
Branislav, Casino.guru
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