Thunderbolt Casino - Player’s bonus winnings disappeared.

I really don't like to complain but and I have been meaning to send this complaint a long time ago and just not had the time. But better late than never.

I have been a loyal member at thunderbolt casino for a few years now and have spent quite a substantial amount over the years, I have won small and lost big at the casino. I don't mind losing as that is that is the chance you take but when I do win fair and square after completing bonus requirements, the ethical thing to do is pay what is due but that was not the case and I feel robbed and done in.

On the 4th December 2019 I made a deposit played and lost, I then claimed a bonus with a maximum redeem of R500 after wagering requirements. I played and won R1812 of which R1312 was removed and my balance went to R500 as per maximum win after completing wagering requirements for bonus. I could not withdraw via wire transfer as per usual as to the R500 value is below the required withdrawal minimum, in any case even if you could withdraw the R500 you would not be able to make a deposit as you would have a pending withdrawal and the cashier will not allow it. I then made another deposit and continued to play and won R35000 and then made the withdrawal, the next day I checked my balance then suddenly see that a maximum withdrawal adjustment was done and all my winnings we're removed and once again my balance was reduced to R500. 

I then contacted support and they said accounts removed it as I should of withdrawn the R500 before continuing to play, that answer that I received really upset me as how do you withdraw R500 via wire transfer when minimum withdrawal is R1500. That just tells me that they did not want to payout my legally won winnings. Secondly, what I don't understand is the fact that if you can withdraw the R500 that money is valid and belongs to you and if you made a deposit to top it up and win then your winnings are valid. I am just disappointed and feel scammed out of winnings. If a casino can take your money they should be ethical and pay your winnings and not find poor excuses for not wanting to payout winnings.

After I complained to support suddenly all monthly promotions, I stopped recieving, including all bonuses not valid for account and cash back function on chat not allowed with hot only with agent and you have to wait ridiculously long periods to get help or the agent just ends chat without helping. When I ask support about the reason for my promotions been blocked the response I receive is that bonuses are only for struggling players to increase their chances of winning, strange as I have not won in months.

I am sorry about the complaint but this is not the first time that this has happened, and I have spent a fortune at thunderbolt casino over the years. I have been loyal please return the loyalty thunderbolt casino.

Thank you.

Dear Ran3462,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand, that minimum withdrawal amount is often set by the payment provider, not the casino. Do I understand it correctly, that your winnings from playing with your own funds were confiscated? Please, could you forward communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Looking forward to hearing from you. Hopefully, we will be able to help you to resolve this issue as soon as possible.

Best regards,

Kristina

Dear Ran3462,

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.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.