Thunderpick Casino - Player's winnings withdrawal delayed due to account verification.

Hi ,

I made a deposit and won 5200 euro. After that I sent them the documents they requested to verify my account ( sent them on 31 may ) and they said it takes 1 - 2 business days for them to verify my account.

After more than 2 weeks, they still didnt verified my account and chat support is telling me every 2 days that they have no updates about this.

Thank you!

Dear lennardthel996,

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

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account?

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

Hello, I understand that. My account is still verifiying for over 2 months.

Also after not responding to me over 2 months they sent me an email accusing me of abusing the bonus. I dont understand how could I abused of it since I made ONLY one deposit with a bonus which I saw online and won 5k and they ignored me. They took 2 complaints and almost a month to respond to me ( before contacting you,I made a complaint on another site ( I can send link if needed ) and they didnt even took the time to respond so the site closed it and lowered their rating and they didnt even wrote to me). I dont know how can I prove that I didnt abuse the rules.

Thank you very much, lennardthel996, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi lennardthel996,

I've just reviewed your case and am very sorry that you came across such an issue. In order to help you resolve the problem, I will contact the casino.

I'd like to invite Thunderpick Casino to join this conversation and participate in the investigation.

Can you please provide us with any reasons for the delay in the completion of the KYC procedure which causes the problem with the withdrawal request for the player?

Thank you.

Best regards,

Tomas

We would like to ask the 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’ which may negatively affect its rating.

Dear lennardthel996,

I'm currently trying to get in touch with the casino's representatives internally, so I will now extend the timer by another 7 days to see if I can make any progress.

Thank you for your patience.

Kind regards,

Tomas

Dear lennardthel996,

I was informed by the casino representative that the issue could be resolved by following a specific procedure:

https://thunderpick.io/en/content/legal#dispute-resolution

My question is if you have tried this. Let me know, thank you.

Kind regards,

Tomas

Hello,

Yes, they didnt respond.

Dear lennardthel996,

Unfortunately, we have come to a point, where we are not able to move forward with this complaint. We have tried to communicate the issue with casino representatives as well as with affiliate team members. The casino representative stated they could not provide evidence to us since it was against their internal regulations.

Unfortunately, all efforts to resolve the matter were unsuccessful. There is not much that can be done now without the casino's cooperation. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

In the meantime, I recommend you contact the E-Gaming Curacao Authority (https://www.curacao-egaming.com/public-and-players/complaints-landing?domain=thunderpick.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (tomas.k@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Tomas