Thrill Casino - Player’s account has been closed.

Hi i was with this casino since 4 months ago my Gmail is [removed by Casino.Guru admin] i deposit big amounts and withdraw normally and my wager with them is 1M usd but yesterday after i up my account balance for 85000$ i try to withdraw 2000$ i received it and after that i withdraw 9000$ and they said your withdraw under review after that i received it normally then i play again live casino and up my account from 78000$ to 95000$ and try to withdraw 20000$ they closed my account without any reason just because i win big amount

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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 I can better understand the situation.

• When exactly was your account blocked?
• How did the casino inform you about the account closure?
• Which live casino game have you played in the casino? (roulette, blackjack, baccarat, etc.) Which game providers?
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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

My account is blocked yesterday after i made withdraw order with 20000$

The casino just tell me we closed your account as broke rules

Iam never ever have or use any bonus

I was play blackjack and crazy time live casino

And my big win was in game mines with auto play

And this screenshot for what they said

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Michal, who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

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 Shallot,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

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

Dear Thrill Casino,

I would appreciate more details, including supporting evidence, regarding the player's actions that were considered a breach of the rules, as was communicated to them. If this information and evidence cannot be disclosed publicly, please send it to me directly at [email protected] for an independent assessment.

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’ which may negatively affect its rating.

Dear Shallot,

I’d like to provide you with an update regarding your case. I’m currently in direct contact with the casino team outside of this thread, and our discussions are ongoing. While I have received some information that partially supports the casino’s actions, additional details and evidence are still required for us to fully assess the situation and reach an informed conclusion.

I’ve already requested this information, but given the circumstances, gathering and verifying all the necessary evidence may take some time. To allow for this process, I’ll be extending the timer by an additional 7 days.

Thank you for your patience and understanding as we continue to work toward a potential resolution.

Thank you for your emails with the information and evidence, Thrill Casino Team.

Dear Shallot,

Your case proved to be much more intricate than it appeared at the beginning.

Upon examining all the information and evidence I have received from the casino team, including your game log, it is clear that your specific patterns of play significantly deviate from standard recreational behaviour. In fact, they correspond with strategies or behaviour – game manipulation – that are considered unacceptable, as you have been informed by the casino team and as specified in the casino's terms and conditions, particularly in sections:

6.1 Suspicious Activity:

Monitoring: We reserve the right to monitor all transactions and report any suspicious activities to the relevant authorities.

Account Actions: We may suspend or terminate your account if we suspect any unlawful activity.

And

7.4 Other Warranties:

Personal Use: You are participating in the games strictly in your personal and non-professional capacity for recreational and entertainment purposes.

No Fraudulent Activity: You will not engage in any fraudulent, collusive, or unlawful activity in relation to your participation in any of the games or services.

No Software Manipulation: You will not use any software-assisted methods or techniques or hardware devices for your participation in any of the games or services

I can assure you that, as an independent party, we have thoroughly reviewed all the information and evidence provided. Based on our assessment, the casino team’s actions were consistent with its established rules, which you agreed to upon creating your account.

Accordingly, we will now proceed to close this case as Unjustified, as a violation of the casino’s rules has been confirmed. I strongly recommend that you take some time to read, understand, and most importantly, follow the casino’s terms and conditions to avoid similar situations in the future.

Should you encounter any issues with this or any other casino moving forward, please don’t hesitate to reach out to us. We will try our best to assist you.

Best regards,

Michal

Casino Guru