Thunderpick Casino - L'account del giocatore è stato chiuso e i fondi sono stati confiscati.

I created my account a while ago, but I made my first deposit on August 20 in the amount of $25. Yeah the amount might be not big at all but it's all about the attitude of this disgusting bookie. Immediately after that, my account was suspended, and I was asked to provide documents.

The issue is that they requested documents via email, not through any secure form. Among the required documents were: my passport, a selfie with the passport, and a proof of address document. The problem is that I do not live in my country of citizenship, and since I do not own property where utility bills are issued, I cannot provide such proof.

I offered an alternative — my national passport, which includes my registered address — but they only accept documents issued within the last 3 months. I have been living outside my home country for 3 years, so this is impossible for me.

After lengthy discussions, I realized I am not in a position to complete their verification process and therefore requested a refund. However, I was told that without verification, any financial operations, including withdrawals, are prohibited.

In the end, I deposited money, my account was suspended immediately, and the support team is neither offering me any alternative solutions nor willing to return my funds.

Dear player,

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 serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process. 

• Could you please specify what country you are located in at the moment?
• Did you use your temporary address when registering your casino account or your permanent address in the country of your citizenship?
• Could you please advise which specific documents you have provided for proof of address, and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format? 
• Were your other documents accepted and verified (ID, selfie with the ID)?

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, 

Natalia

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

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Dear absolutvodka,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Natalia
Casino.Guru