Thunderbolt Casino - Player’s winnings have been cancelled.

Additional screenshots sent by the player:

Dear Bruun666,

Thank you very much for submitting your complaint and for forwarding all the relevant communication and screenshots. 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 forward your cashier history from before the 13th of February 2021? My email address is petronela.k@casino.guru. Have you redeemed any promotional offer before trying 20 Free Spins?

Additionally, from the forwarded communication, I understood that you’ve been accused of placing greater bets during the bonus wagering than the allowed R100. Are you aware of such action?

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

Thank you very much, Bruun66, for forwarding the relevant screenshots. Could you please advise the exact date when 20 Free Spins have been redeemed?

Det blev indløst d 4/2 Epicwins hed den. Jeg forstår heller ikke det med den max bet på 100 ?? Når man spiller en bonus eller promotion så er indsatsen fast sat af casinoer og det kan man ikke ændrer før den er spillet igennem. Jeg har handlet i god tro og det var på en hel anden maskine jeg skulle have hævet indsatsen til 100 lang tid og flere dage efter

Do I understand correctly that you have had another active bonus when you redeemed 20 Free Spins on top of it?

Jeg indbetalt 300ZAR og fik/spillede Mardi promotion. Jeg spillede videre og gennemførte Playthrugh og de påkrævede spille regler. Så indløst e jeg Daily spins senere på aftenen.

mvh Jacob B***

Thank you very much, Bruun666, 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 Bruun666.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino

Hej Jozef og jeg sætter stor pris på jeres hjælp, støtte samt rådgivning.

Jeg ville gerne give jer en kompensation på 10 % af det samlet beløb som jeg mener jeg har vundet og som jeg er blevet snydt eller narret forfor hos Thunderbolt

Dear Bruun666.

Thank you, we are doing this service for free but your appreciation is pretty rewarding. 🙂

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’.

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

The casino can reopen this complaint anytime.

Dear Bruun666.

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.

For the future, I recommend you to choose the casinos with at least a very good reputation on our website (the resolution in case of any problem would be much easier).

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 Bruun666,

the casino team has informed us that you have breached maximal bet conditions, by playing 15 over bets on roulette. May I kindly ask you to confirm their statement?

Dear Bruun666,

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.