Thrill Casino - Player reports breach of self-exclusion period.

Dear Sir or Madam,

I am submitting this formal complaint regarding a serious breach of Responsible Gambling rules by Thrill Casino (thrill.com).

After experiencing significant losses while playing on Thrill.com, I requested a cool-off period of 3 months, which effectively represents self-exclusion.

This request was accepted and confirmed by Thrill Casino via email, clearly stating that my account was under self-exclusion.

(Email confirmations are attached.)

According to Thrill Casino’s Responsible Gambling policy:

"Self-exclusion means your account will be locked for a chosen period (from 1 to 180 days)."

A cool-off / self-exclusion period has a fixed duration and cannot be cancelled or shortened, even at the player’s request.

Its purpose is to protect players who are experiencing loss of control.

Despite this, Thrill Casino manually reopened my account before the end of the selected exclusion period, after I contacted support and asked for reopening.

They should have refused this request, but instead allowed me to resume gambling.

As a direct result of this breach of Responsible Gambling obligations, I lost an additional amount of approximately USD 70,000 during a period when my account should have remained locked and inaccessible.

These losses occurred solely because the casino failed to enforce the protection measure that they had already confirmed in writing.

At the time of requesting the cool-off period, I clearly lacked control over my gambling behavior, which is exactly why the exclusion was requested.

Thrill Casino has now attempted to deny responsibility, despite clear evidence that:

self-exclusion was activated,

the exclusion was confirmed by email,

the account was reopened before the exclusion period expired.

This represents a clear breach of Responsible Gambling rules and duty of care.

I am attaching:

Email confirmations of self-exclusion

Evidence of account reopening

Screenshots of Responsible Gambling rules

Betting and loss statistics showing losses incurred after reopening

I respectfully request:

a full investigation of this case, and

assistance in obtaining a refund of losses incurred during the improperly lifted self-exclusion period.

Thank you for your attention to this matter.

I am available to provide any further information required

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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 account currently accessible to you?
• Have you at any point expressed suffering from gambling issues to the casino prior to requesting to take a break?
• 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?
• Has the casino responded to your refund request already? What did the casino reply?

If your account is currently not blocked, as the next step, I recommend you contact the casino with a self-exclusion request again 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 problems.

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

hi. Thanks for response! All information about questions above provided to your email

Hi Tomas!

did u get my evidences through the email? Any updates?

Thanks for your patience and information you shared with me via email.

Please note that we believe that if you are experiencing gambling issues, you need to inform the casino of the situation to be protected. Sadly, we don't consider monitoring of your gambling activity as a mandatory responsible gambling tool at this time.

We accept the situation where the account is reopened, in your case, after a responsible gambling questionnaire was requested.

Based on the information you provided, we can't conclude that the casino ought to protect you from gambling, and since you confirmed your account is closed, there is little we can accomplish.

Due to the aforementioned reasons, we will now proceed to reject 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 problems with any online 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.