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