Thrill Casino - Player files complaint about lost funds and account misconduct.

I am filing a formal complaint against Thrills.com regarding a total loss of $22,662.46 incurred on December 11, 2025. I am a vulnerable player with a medically documented history of ADHD and long-term gambling disorder.  

1. Failure to Protect a Vulnerable Player

Medical records from December 1, 2025, confirm that I was seeking help for impulsivity and long-term gambling problems just days before this incident. Despite my diagnosis and extreme "loss-chasing" behavior on December 11, the casino failed to intervene. Instead of halting my play, they allowed me to deposit over $22,000 in a single day without any KYC or Source of Funds

checks.  

2. Predatory VIP Conduct (Telegram Evidence)

My VIP hosts, "Kyle" and "High Priest," actively encouraged me to continue gambling. Even after I expressed that I had "lost everything again," they responded by "boosting" my lossback to keep me playing. Kyle also explicitly confirmed that the casino saves and logs all communication. I request the mediator to ask for these logs, as they prove the casino was aware of my distress but chose to provide more gambling credits instead of help.

3. Misleading Financial Information

The casino claims I received $6,000 in compensation, but my records show approximately $4,510. These were credited as "play money" during a crisis, which is a predatory tactic to ensure a vulnerable player stays on the site.

4. Negligence Regarding Mental Health

When I reached a breaking point and expressed psychological distress, the casino’s only response was to permanently close my account without providing any support resources. This closure was a reactive move to avoid liability for my refund request, not a safety measure.

Request:

Due to the gross failure in player protection and the exploitation of my ADHD-related impulsivity, I am requesting a fair partial refund of my deposits.  

Evidence Attached:

• Medical Records: Confirming ADHD diagnosis and gambling issues.  

• Telegram Logs: Proving VIP encouragement and the $6,000 discrepancy.

• Transaction History: Showing $22k lost in one day without KYC intervention.

Please keep the attached medical journals private as they contain sensitive health information regarding my ADHD and gambling disorder.

Note regarding evidence: Due to the 5-file limit, I have prioritized my medical journals confirming ADHD and gambling disorder, as well as the most critical Telegram logs showing the $22,662.46 loss and the VIP host's encouragement. I have additional screenshots of the full conversation and deposit proofs available and am ready to send them via email as soon as a case handler is assigned.

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 does that, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Thrill Casino.

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your player's account currently accessible to you?
• Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps if available, to my email at [email protected]
• When was the last time the casino allowed you to deposit?
• Have you unsubscribed from the casino's marketing communication?

If your account is currently not blocked, as the next step, I recommend you contact the casino with a self-exclusion request via email at [email protected], and at the same time, include me in the copy of the email at [email protected]

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Thrill Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling addiction.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear Tomas,

Thank you for your guidance. I have now sent the formal self-exclusion request to the casino support as you recommended.

Here are my answers to your questions:

• Is your player’s account currently accessible to you? 

No, my account was permanently closed around December 16–17, after all my losses had already been incurred.

• Could you please share the communication in which you informed the casino about your gambling issues? 

I have attached the casino’s final response. In this letter, they admit that I informed them about my ADHD medication and impulsivity on December 12. I have also attached my medical record from December 1, showing that I was already seeking help for gambling disorder and impulse control issues 10 days before my interaction with Thrill.com.

• When was the last time the casino allowed you to deposit? 

My account was opened on December 11. The casino continued to allow deposits until approximately December 12–14, even after I disclosed my impulsivity and mental health issues.

• Have you unsubscribed from the casino’s marketing communication? 

Yes, I have now unsubscribed.

Regarding the 6,000 USD in rewards: 

The casino claims that I received 6,040.18 USD in rewards. I cannot confirm this exact figure, but in reality any rewards I received were played back and lost almost immediately due to my impaired impulse control and the extreme distress caused by my net loss of 22,662.46 USD. These rewards acted as an incentive to continue gambling while I was in a vulnerable state, rather than a real compensation.

Below is a summary of the key points in my case, with the corresponding evidence attached trough your mail adress

1. Medical evidence 

I have attached my medical record from December 1. This document confirms gambling disorder and impaired impulse control and proves that I was already in treatment 10 days before I started gambling at Thrill.com.

2. Casino’s own admission 

In the attached rejection letter (ComplaintThrillSvar.pdf), the casino admits that they were informed on December 12 about my ADHD medication and impulsivity. Despite this, they did not immediately stop my gambling or offer effective responsible gambling measures.

3. The 6,000 USD reward claim 

The casino claims I received 6,040.18 USD in rewards. Even if this number is correct, these rewards did not reduce my net loss; they simply encouraged me to keep playing and were lost very quickly. My main concern is the 22,662.46 USD of my own funds that were lost while I was a clearly vulnerable player and after I had informed them about my problems.

4. VIP exploitation 

In ProofAgainstThrill.com.pdf (Telegram logs), my VIP host Kyle "boosts" my rewards because I am on a "tough run" (losing streak). This shows that the casino used my losing situation to offer extra incentives instead of protecting me, which in my view violates responsible gambling standards for high‑risk and vulnerable players.

5. Full financial history 

I have also attached my complete deposit and withdrawal history showing the total net loss of 22,662.46 USD.

Thank you very much for your time and for helping me try to resolve this matter. 

The files with my medical record, the casino’s final response, VIP logs and full transaction history are too large for the platform, so I am sending them to you separately by email as attachments. 

Best regards, 

Ahmet ****

6.Misrepresentation of the account closure

In its final response, the casino states that I "formally requested the closure" of my account on 16 December for responsible gambling reasons. This is not accurate. I did not explicitly ask for a permanent responsible gambling exclusion at that time. I questioned why I had been allowed to deposit such high amounts in such a short period, and why the VIP team continued to push lossback and rewards while I was clearly struggling. The permanent exclusion and the closure of the VIP host chat were decided unilaterally by the casino only after I started to complain about their practices.

​

7.Lack of KYC and affordability checks

Despite my very high deposits and losses in a very short timeframe, the casino did not carry out any meaningful KYC or affordability checks, nor did they contact me proactively with responsible gambling questions before I raised my concerns. In my view, this is inconsistent with modern standards for player protection and responsible gambling, especially when dealing with a vulnerable player with documented gambling disorder and impulse control problems.

​

And again maybe I misunderstood but I sent all my information by mail. If you need them here just let me know.

I am trying to upload all the information through the complaint page, but I am having technical issues. I hope it is okay that I send all the documents and details to your email instead, Tomas.

4. VIP exploitation 

1. Medical evidence 

2. Casino’s own admission 

5. Full financial history 

1. Medical evidence 

Furthermore, the fact that I lost over $22,000 in less than 24 hours is a clear indicator of a complete loss of control. The casino's monitoring systems should have flagged this extreme speed of deposits and wagering intensity immediately. Instead of intervening to protect a vulnerable player, they allowed the entire amount to be lost without any 'Source of Wealth' or 'Affordability' checks being conducted during this manic episode.

Request to mark sensitive information as private

Dear Tomas / Casino Guru team,

I kindly request that the following parts of my complaint and attached evidence be marked as private/sensitive information and not published publicly:

Medical records (PsykologThrill.com.pdf and PsykologThrill.com1.pdf) – These contain my personal medical diagnosis, treatment details and mental health information.

Personal identification details – My full name, address, date of birth and email address mentioned in the complaint form. as the mail from complaint thrill, 2. Casino’s own admission

This sensitive information is crucial evidence for my case but should remain confidential to protect my privacy. The VIP Telegram screenshots and casino response can remain public as they do not contain personal medical or

financial data.

Thank you for your understanding and assistance.

Best regards,

Additional evidence: Nexo withdrawal history confirming rapid high-volume deposits

Dear Tomas,

I am attaching a screenshot from my Nexo transaction history showing the exact withdrawals I made to Thrill.com between December 10-14, 2025. and also I have sent you transactions from Bitget.com and Bitget Wallet.

​

This visual evidence confirms:

Extreme deposit velocity: From 155 USDC → 2000 USDC within hours on Dec 10-11

Total volume matches Thrill's figures: The rapid succession of high-value withdrawals aligns perfectly with their reported 27,305.71 USD deposits

​

No KYC intervention: Despite this obvious high-risk pattern, Thrill accepted all deposits without enhanced checks or responsible gambling contact

This strengthens point 7 (lack of KYC/affordability checks) and directly counters their claim of "proportionate protective action".

If you can make this private please as well.

Best regards,

Ahmet

Hi Tomas,

I hope you are well. I would kindly like to ask for a brief status update on my complaint against Thrill.com.

Over the past week my posts in the complaint thread have been marked as "Waiting for approval", and I have also sent you all supporting documents by email (medical records, the casino’s final response, VIP Telegram logs, full transaction history, and Nexo/Bitget withdrawal records), together with a request to keep my sensitive medical information private.

Could you please confirm that you received everything and let me know whether anything else is needed from my side to move the case forward? This situation is very stressful for me due to my diagnosed gambling disorder and my current financial situation, so I would really appreciate a short update when you have a moment.

Thank you very much for your time and support.

Best regards,

Ahmet

2. Casino’s own admission 

In their final response, Thrill.com states that I "formally requested the closure" of my account on 16 December for responsible gambling reasons. This is not accurate. I did not calmly request a permanent responsible gambling exclusion. I was expressing distress and questioning why I had been allowed to deposit and lose such high amounts so quickly, and why the VIP team continued to push lossback and rewards while I was clearly struggling. The decision to permanently close my account and the VIP chat was taken unilaterally by the casino only after I started to complain about their practices.

You may see this on the screenshots trough Telegram.

Hello zero2hero,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello,

Thank you for the update and for letting me know about the situation with Tomas. I appreciate that you want to keep him on my case given his understanding of my situation and his direct communication with Thrill.com.

This case is very important and stressful for me due to my documented gambling disorder and financial situation, so I will wait for Tomas to return and look forward to his next update as soon as he is available.

Thank you again for your help and for extending the timeline instead of closing the complaint.

Thanks for your patience and the detailed explanation and evidence provided.

I went over the information you provided. I made parts of the complaint private. Please let me know if you wish for more of the information to be made private.

According to the email explanation you received from the casino, you expressed passing comments about your ADHD diagnosis and later requested account closure; however, from the chat transcripts with VIP support, the decision to close your account was a one-sided decision of the casino.

We believe the casino should protect you from further gambling if you inform them about your gambling issues. Losses incurred before the disclosure of gambling issues can't be refunded.

Please let me know if there is any evidence that you informed the casino about your gambling issues prior to incurring losses; otherwise, it would be impossible for us to confront the casino. Please understand that making the support aware of your ADHD diagnosis can't be considered as admitting to suffering from gambling issues.

Thanks in advance for your cooperation.

Hi Tomas,

Thank you for your time and for your detailed response.

To answer your question directly: no, I did not use the exact words "gambling issues" or "gambling addiction" before these losses.

However, I would like to highlight a clear contradiction in Thrill.com's own actions and policies:

They eventually closed my account under "Responsible Gambling". This means that the casino itself formally recognized that my case was a Responsible Gambling issue. If they did not see gambling-related harm, there would be no reason to close my account under that specific policy.

Therefore, the key question is not whether I used the "correct" words in the chat. The real question is: why did Thrill.com wait until I had already lost $22,662.46 in under 24 hours before acting on the Responsible Gambling concern that they themselves later confirmed by closing my account under RG?

According to their own Terms & Conditions, Anti‑Fraud information and Responsible Gambling Policy, they are required to:

monitor player behaviour, identify harmful or high‑risk patterns, and intervene when they detect signs of loss of control or potential harm.

In my case, there were multiple red flags at the same time:

an extremely fast sequence of high‑value deposits and losses within 24 hours, a documented diagnosis of Gambling Disorder (F63.0) and ADHD with impaired impulse control, and, finally their own decision to close my account under "Responsible Gambling".

The fact that they chose to close my account under RG only after all the funds were lost shows that they did recognize the risk, but acted too late. In other words, they benefited from my vulnerable state first and only applied their RG tools after the damage was done.

My question to Casino Guru is therefore:

Can a casino reasonably claim "we didn’t know it was a gambling problem" when:

They allow a player to lose over $22,000 in less than 24 hours without effective intervention, and they later close that same player’s account under their Responsible Gambling policy?

I kindly ask Casino Guru to review this specific contradiction in Thrill.com’s behaviour and assess whether this is compatible with their stated duty of care and modern standards of player protection.

If this still does not meet Casino Guru’s criteria for requesting at least a partial refund in a Responsible Gambling case, please let me know so I can take the matter, together with all collected evidence, to other relevant authorities and regulators.

Kind regards,

Ahmet

Thanks for sharing your point of view.

Monitoring your gaming activity is not a responsible gambling feature we consider mandatory; therefore, we can't conclude that the casino ought to have protected you or that the casino didn't follow its responsible gambling policies. At his time, we can intervene only in cases where you express your struggle with gambling problems to the casino, and the casino doesn't act to protect you.

Due to the aforementioned reasons, we will now proceed to close this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.