Thunderpick Casino - 選手の退会が遅れました。

I made a withdrawal from thunderpick casino site on September 1st. I have completed the verification process. However, it's been 26 days since thunderpick employees are checking my account. Please help me how can I solve this problem

Dear Otgoo,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that the withdrawal is still pending inside your account without being processed? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but one month is unusually long time.

However, 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

I made a deposit of $120 on September 1, 2022. I won $12,200 and sent a $200 withdrawal request on the same day. With that, Thunderpick Customer Service started a verification process on my account. I have submitted my documents but still my account is not verified. I still can't withdraw the money.

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

Hello Otgoo

I'm Michal and I have taken over your complaint. I have reviewed your case and would like to put to your attention the fact, 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 or even weeks to complete this thorough process.

With this being said I will contact the casino to shed more light on this.

We would like to invite Thunderpick Casino to join the conversation.

Dear Thunderpick Casino,

Can you please provide some information regarding the player's long verification process?

Hello MIchal Thankyou. When will my complaints full completed?

Dear Otgoo

I can't give you an exact time frame for how long will the resolution take, it all depends on the casino's cooperation. We are trying our best to help to solve your complaint as soon as possible.

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’.

Thanks for working with me Michal. I was contacted by Thunderpick Casino. They did not verify my account. I did not abuse the bonus offer. And I'm not a professional player at all. Such a large international site considers a scam. Please work hard with your team on this issue! I will pay very well in terms of payment. Thunderpick casino is a really fake casino. Please help me, Thank you so much Michal

I am a 22-year-old student. I have recently learned these games myself. I was very lucky that night and won $12,200. but how many of you call me a professional player. this is a big mistake. I haven't broken your site's rules. And I didn't create multiple accounts. Only played with my own account. Answer me quickly.

PLease join us this conversation Thunderpick Casino.

Dear Otgoo

Please forward your communication with the casino to my email michal.k@casino.guru

Dear Thunderpick Casino

If you suspect the player breached any of your terms, please provide the evidence to me at michal.k@casino.guru

Thank you

THUNDERPICK Casino is clearly scamming me. How should I solve this problem? I was very lucky that day and won $12,200. But this win is considered invalid. Is this really a scam site? answer me please what should i do now It's very difficult for me. I tried so hard and waited so many days.

Dear Otgoo

Thank you for your email. I will do my best to help you resolve your complaint.

So far I have not received any statement or evidence from Thunderpick Casino regarding professional play or any breaches of the casino terms from your side. Unfortunately, we have to wait for the official decision and the evidence from the casino to see if we can move with your complaint further.

I can imagine how frustrating the waiting could be, but at the moment we need to be patient and wait for the investigation's conclusion.

Dear Otgoo,

just to inform you, the casino should provide evidence to me about potential terms and conditions breaches, so we are extending the timer by 7 days. If the casino fails to respond or provide the evidence in the set time frame, we will be forced close the complaint as ‘unresolved’ which will have a negative impact on the casino rating.

Very sad news. Will my $12,200 just be used for casino ratings? I do not understand. Is there any other solution to my problem? Thunderpick will not participate in this discussion at all. What can you and your organization do about it? Should I or Curacua gaming? Was this a scam site? blacklisted?

Dear Otgoo

I understand your concerns, but there is suspicion of professional play and claiming bonuses on multiple accounts as a group. The casinos use a very sophisticated system to discover such suspicious behavior and it takes time to fully check the evidence.

I'm in active contact with the casino and they are cooperating with us on a standard basis. So far your complaint is the only one we received on this casino, so from our point of view and as you can read in the casino review we consider Thunderpick Casino as a very good casino. However, If you feel you want to take this complaint further you can contact E-Gaming Curacao authority here ((https://www.curacao-egaming.com/public-and-players/#section-file-a-complaint) and submit a complaint to them. It's not the best licensing authority but it may have more options and tools to help players. Let me know if and how they replied at michal.k@casino.guru

We would like to give this case more time to get resolved. We are extending the timer for additional 7 days.

If the casino fails to respond or provide the evidence in the set time frame, we will be forced close the complaint as ‘unresolved’ which will have a negative impact on the casino rating.

Dear Otgoo

Unfortunately, we have come to a point, where we are not able to move forward with this complaint. We have sent numerous emails and tried to communicate with casino representatives as well as with affiliate team members. Although the casino representative stated they will provide evidence to me about the terms and conditions violations I have received non. Unfortunately, all efforts to resolve any kind of issue were unsuccessful. There is not much that can be done now without the casino's cooperation.

Sadly, we are forced to close your complaint as "unresolved." This will affect the overall rating of the casino.

I understand this isn't a satisfactory solution to your issue however, the decrease in rating caused by unresolved complaints could change the casino's approach.

As mentioned before, If you have not done it already, I would advise you to contact E-Gaming Curacao authority here (https://www.curacao-egaming.com/public-and-players/#section-file-a-complaint) and submit a complaint to them. It's not the best licensing authority but it may have more options and tools to help players. Let me know if and how they replied at michal.k@casino.guru

We wish we could be of more help.

Best Regards

Michal

The casino can reopen this complaint to resolve it anytime.