Thunderbolt Casino - Player’s withdrawal has been declined.

My withdrawal amount showed R15000 but the casino rejected because they say there was bonus money included. Of cause there was bonus winnings included and yet my playthru and the bonus money won was played out. My withdrawal amount however was still R15000. I stuck to terms and conditions while my cash out was pending but now they bringing up my game play before I won. I played different games and maybe they didn't expect me to win. I request my money be payed in because this was a fair win. I played well. Why else will my withdrawal amount be available. It stated clearly that it was available. The casino made an error and now took away my money. 

Dear Mandy,

Thank you for submitting your complaint and I am sorry to hear about your troubles. I would like to ask you a few questions to make sure that I fully understand this issue. Could you please specify which bonus you have played with? Have you contacted the casino regarding this issue? If yes, could you please forward their email informing you about this issue to me? Please note that sometimes emails from casinos can end up in your spam folder, so make sure to check there, too. Also, have you ever made a successful withdrawal at this casino before? Thank you in advance for your reply.

Best regards,Satrio

Hi, no email was sent but I phoned in. I can't remember the exact bonus I played on but the lady told me I should have cashed out instead I played on and she said it's my own doing because I took a bonus promotion ontop of another bonus. The casino then took all my winnings and only gave back the amount I deposited. At least they could have given back the R5000. They have all in record. This was my first time winning 

Dear Mandy,

Apologies for the delay. Have you been aware of the max bet of R100 during the bonus play? Could you please forward me the email from the casino to satrio.y@casino.guru, stating the reason why your winnings being voided? Thank you so much for your cooperation.

Best regards,

Dear Mandy,

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.