Thunderpick Casino - Player’s account is closed and winnings seized.

Hi

I turned 265€ into 2814€ and they requested KYC on my account.

I provided them all requested documents and they just replied me I breached their ToS and my account will be closed and balance seized however they never specified which ToS I breached.

My documents were correct and I did not abused anything, just played with own money and multipled it almost x11 but they decided to not pay my winnings... This was my one and only account in thunderpick.

Dear javet6yas0,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues with your account closure and the seizure of your balance after the KYC process.

To help us investigate and clarify the situation, could you please provide the following information:

• Could you forward any communication you received from the casino regarding the alleged breach of their Terms of Service (ToS)?
• Did the casino offer any specific explanation about which part of their ToS you were accused of breaching, or have they left this unclear?
• Have you received any prior warnings or notifications about possible ToS violations before your account was closed?
• Could you confirm whether this was the first time you attempted to withdraw funds from this account, and if so, had you previously been through a verification process?

Your cooperation is crucial, as without these details and relevant communication, we won’t be able to proceed with your case. If you have any additional documents or emails from the casino, please forward them to petronela.k@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Dear javet6yas0,

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.

Hello Petronela

I'm sorry for the delayed reply.

There is mail that I got from thunderpick after I provided all documents and my account got closed.

Did the casino offer any specific explanation about which part of their ToS you were accused of breaching, or have they left this unclear?

The only reason was provided in mailing above, when asked on live chat, they explained that I have multiple accounts however when asked to provide me the any evidence like other users logins/mails or anything, they rejected my questions. I had only 1 account and no one else played from my household/computer in their casino.

Have you received any prior warnings or notifications about possible ToS violations before your account was closed?

I did not get any warnings or notifications. I also don't understand why my account was closed and accused of multi accounting only after accumulating significant gains but not earlier.

Could you confirm whether this was the first time you attempted to withdraw funds from this account, and if so, had you previously been through a verification process?

Account got closed after all documents were provided. I never withdrawn before any money.

Dear javet6yas0,

Thank you for the additional information.

Unfortunately, we regret to inform you that we are unable to assist further with your complaint. Thunderpick Casino has not responded to complaints on our platform, and in the past, they have failed to provide sufficient evidence in 2 similar cases. Given their lack of cooperation, we will mark your complaint as unresolved, which will impact their safety rating.

Furthermore, Thunderpick operates without a valid license, so there is no regulatory authority we can direct you to. However, the casino has requested that any complaints be sent directly to their customer service team at service@cs.thunderpick.io, with the option to escalate the matter to a Customer Service Supervisor if needed.

19.2 We prefer to deal with disputes internally in accordance with the above procedure. If you are not satisfied with the resolution of your complaint, you can also direct your complaint to the Dispute Resolution Office (DRO). Complaints must be submitted not less than seven days and not more than six months after the date on which the subject of the complaint first arose. To contact the DRO, Click HERE.

We are truly sorry that we cannot do more in this situation. We recommend contacting Thunderpick directly as outlined in their terms and escalating your complaint if necessary.

We wish you the best of luck and hope you are able to resolve this matter.

Best regards,

Petronela

Casino Guru Complaint Resolution Team