Thunderbolt Casino - Player’s request for a self-exclusion has been overlooked.

The same details will appear on springbok casino complaint

thunderbolt/springbok same company

combined deposits R600

SATURDAY 6 MARCH 2021

SENT EMAIL TO BOTH THUNDERBOLT AND SPRINGBOK CASINO

-CLOSE ACCOUNT GAMBLING PROBLEM

-EXCLUDE ME FROM GAMING AND DEPOSITING

-NO PROMO OFFERS

- FOLLOW UP REQUESTEDS 1 ATTEMPTED ON CHAT 1ST NO REPLY

-3 MORE EMAILS SENT

-FROM THE FIRST TIME I REQUESTED AT THAT TIME ONLY LOST ABOUT R150 OUT OF THE MONEY THAT WAS NEEDED FOR LIVING ESSENTIALS LIKE FOOD AS I AM UNEMPLOYED AND HAVING A GAMBLING PROBLEM THOUGHT NEED MONEY LETS TRY ONLY R100 AFTER LOSING R150

IMMEDIETLY REUESTED LOCK ACCOUNT GAMBLING THAT SAT OVER THE COURSE OF SAT SUNDAY I LOST ALL MY MONEY ,

-THEN DECIDED TO SEE HOW MANY BONUSES I CAN CLAIM BEFORE SOMEONE LOCKS ACCOUNT OR VERIFIES ME,

- 90% OF ALL THERE PROMOS WAS CLAIMED SUCCESFULLY, STILL NO ONE BOTHERED

-MONDAY NIGHT GOT HOLD OF KWESI ON CHAT

-WE CLOSED THE ACCOUNT NO REFUND

-WE DIDNT GET AN EMAIL

-THEN SHE FOUND ALL MY EMAILS

-WE ONLY RESPOND TO EMAILS EVERY 2 TO 3 DAYS

THERE WEBSITE TERMS AND CONDITIONS

Springbok Casino monitors all casino games at all times. As a result, Springbok Casino has the ability to track and review each hand/roll/slot pull/spin for each player and game offered.

-HAD THIS BEEN DONE I WOULD OF ONLY LOST R150 AND ACCOUNT WOULD HAVE BEEN LOCKED

THEY LIED ON THIS TERMS AND CONDITIONS POINT 3.

All disputes should be forwarded to Springbok Casino by e-mail within one (1) hour of the disputed event.

-BUT KWESI SAID 2 TO 3 DAYS TURN AROUND TIME

HAD THIS BEEN DONE I WOULD HAVE HAD NOT BEEN ABLE TO LOSE ALL THE MONEY ACCOUNT WOULD OF BEEN LOCKED

THIS WAS NOT DONE

REMIND YOU EMAILS WERE SET ON BOTH THUNDERBOLT AND SPRINGBOK CASINO

THEREFORE I WAS IGNORED THE GAMBLING ADDICTION PROTOCALL WAS NEVER IMPLEMTED NOR TAKEN SERIOUS AND REQUEST A FULL REFUND ON EVERY DEPOSIT MADE WHICH IS BETWEEN R600 AND R700

BELOW DATE STAMP TO SHOW WHEN FIRST REQUESTED

Please review and assist urgently..

craig manson

Dear cmanson81,

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

Could you please forward all the emails or screenshots showing that you have sent requests for the self-exclusion? My email address is petronela.k@casino.guru. Did you specify in those requests for how long you wish your account to be closed and clearly stated the reason why?

I have checked the Responsible Gaming section on the website, and this is what I found https://www.thunderboltcasino.com/responsible-gaming:

„Player self-exclusion:

Players can contact Thunderbolt Casino at any time to self-exclude for a period of their choice, beginning with one month. The player will then be unable to play for the chosen period, after which he can reactivate his account. Players also have the option to permanently self- exclude themselves from playing at Thunderbolt Casino ever again.

Should anything with regards to a gambling problem be mentioned, Thunderbolt Casino will send players a self- exclusion form , which needs to be filled out and returned to us via email at the players earliest convenience, should the player feel this is necessary."

Is this support@thunderboltcasino.com the email address to which you have sent your emails?

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

Hi there

the email address was sent to both thunderbolt and springbok mailing address found on there website

so they did receive it on both mailing addresses supplied

so sent the mail on sat, followed by 2 more emails pleading them to lock and if they did action my request the moment it was sent or that same night would of not spent a further 450 to 500 rand so as the casino did not take action I feel that they should be accountable for the money i spent and return the funds i spent after i requested permanet lock gambling addiction before that email was sent its understanding that they do not refund those deposits but any funds after should be returned

Could you please forward the actual emails to me?

Dear cmanson81,

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.

As I mentioned earlier, could you please forward the actual emails to me? My email address is petronela.k@casino.guru.

No probs on top of that now

Thank you very much, cmanson81, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef 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 cmanson81.

Thank you very much for sharing your negative experience with the Thunderbolt Casino. We will now try to get in touch with them.

thank you so much for taking the time and reviewing my complaint

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’.

Thank u

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

The casino can reopen this complaint anytime.

Dear cmanson81.

I am very sorry but since the casino team is unresponsive, we’re not able to proceed with further investigation. Please, be aware that this complaint will affect their reputation on our website which is already questionable.

Best regards, Jozef

Casino.Guru

We’ve reopened this complaint at the request of Thunderbolt Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear cmanson81.

I have just been informed by the casino team that they could not find any deposit history with your account. Have you ever deposited in Thunderbolt Casino?

Dear cmanson81,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the 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.