Thunderpick Casino - プレイヤーのアカウントは閉鎖され、返金は行われません。

I just made a deposit of 1000 usd and after few spins they blocked my account without no explications. I asked for a refund since a didn't won, I wanted my deposit back but they said its not possible. They basically took my money. They are big scam. Do not play there.

Dear snb2909,

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

• Could you please clarify when exactly you created your casino account?
• Did you pass the verification before you lost access to the account?
• Did you activate any bonuses on top of your deposit?

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,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

I created the account on 09-May-2025, yesterday more exactly.

I deposited 1000 usd and after playing like 30 seconds on slots they blocked my account. I didn't activated any bonus.

They claimed they suspected me for multiple accounts but I never had another account on them. More than this I never activated the bonus, so why should I make multiple accounts? I asked them about my other account but they didn't offered me any explications.

They asked me about documents at my first deposit of 1k usd even they promoting anonymous playing. However I sent them my driver license as they asked and a pdf of the my utility bill(phone bill), also selfie with me and my driver license.

They mailing me back and told me I don't have my address on my driver license. I'm in Europe and we don't have addresses on license. It told them I can send them a selfie with my ID card but I don't live anymore at the address from my identity card and I can't provide them a picture with the utility bill from the address I have on my identity card.

Hoewever, since they have my driver license, my identity card, selfie along with these documents...I think it's enough to understand I'm doing nothing illegal here.

I told them that since I didn't won, I didn't activated any bonus, to refund me my deposit on the same crypto address I used to deposit but they refused to do that.

For me it's clearly they stole people money. If they would be honest would simply refund my deposit and close my account but they are fraud.

Imagine just if I would won. They'll never ould pay. They are happy just to confiscate my 1000 usd deposit.

I was more than honest with them but they are simply scam. Police complaint already made. I'm an european citizen, they won't get along with these scams. Seeing many people complaining about them.

Thank you very much for your reply, snb2909. Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.

Dear snb2909,

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,
Kristina
Casino.Guru