Thunderpick Casino - プレイヤーのアカウントは禁止され、資金は没収されました。

Thunderpick decided to ban my account for breaching Terms & Service. My account had a balance of approximately 12k. I of course cannot get into my account to provide any further information. Initially, they gave no indication of which specific code I broke but they seized every single dollar in my account. I had only placed 4-5 bets and the vast majority of the funds were deposited and never bet! in the email they sent me they said that in according to TOS they seized the remaining account balance. However, when you control F "seize" in their TOS there is only one instance in this clause "Multiple accounts held by the same individual are subject to immediate closure and we reserve the right to seize any funds gained as a result of holding multiple accounts." "FUNDS GAINED" I had lost money on the account and the majority of the money had never been bet once! Deposited money is not considered "Funds Gained" under any interpretation. So they are choosing to not give me a reason to return my deposited funds despite there not being any grounds in any part of their own terms of service.

4 weeks later they claimed I violated section 5.1 or 15.1 (I did not, there is no evidence I did and they will not provide any proof). Still will not return any of my deposited funds. Will be reaching out to whoever I can with this because when you scan Trustpilot, bitcointalk, and other forums they seem to do this with impunity frequently and without cause. There's not a single casino/sportsbook I've played at that just takes deposited funds like this. Outrageous.

Dear player,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Thunderpick Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• Did you pass the verification before you lost access to the account?  
• Did you accumulate your winnings with or without an active bonus?  
• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.  

Best regards,

Natalia

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I am focused on sports betting.

I passed verification on the account then it was immediately suspended/banned and i lost access.

I never claimed a bonus.

I mean it is possible but highly unlikely.

They have given me a "reason" to some degree now referring to 5.1 and 15.1 in their TOS but those are still broad.

Dear player,

Thank you for all the 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. Given their lack of cooperation, we will mark your complaint as unresolved, which will impact their safety rating.

The casino has requested that any complaints be sent directly to their customer service team at [email protected], 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.

Additionally, I recommend you contact the Curaçao Gaming Authority (https://www.gamingcontrolcuracao.org/contact) and try to submit a complaint to them. Although the Gaming Authority states it won't handle disputes between players and operators, it still may be helpful to contact them.

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.

Regards,

Natalia