Thunderpick Casino - Spelarens konto har stängts och pengar beslagtagits.

I made an account, played 1 spin and it locked my account. They requested verification documents, which is no problem. Except, they kept denying what I had! I would provide them with every single thing they requested, until I provided them with things that they would not be able to say weren't good enough. At that point they terminated my account and seized the funds claiming I broke some sort of legal term. I did not such thing! This casino needs blocked from operating anywhere, they're nothing but theives! And if they aren't just simple thieves, then they must discriminate against women! Because I have guy friends who play and withdraw all the time, and never even verify their name! They cooperated with me, until I sent them my KYC docs. Almost like they saw i was female and didn't like that! I have screenshots of all the emails requesting documents, as well as redacted copies of what I provided them. As you all can see, there is nothing that suggested I broke legal terms! So they planned that from the very beginning! They were never going to unlock my account, even though there was no fraud, and I was completely transparent. I provided more than what they did require with their requests, and far far more than what should have ever been requested. It's clear that they targeted my account, and it's clear that they were just requesting more and more until I gave up. But when I didn't give up, and kept cooperating, they ran out of things they could request to be able to keep my money, so they made something up about me breaching a legal term. Wouldn't say what terms I breached however. I live where it's legal to gamble online, I do it all the time with no issue. I'm old enough to do so, as I'm quite a bit older than 21. And I provided legally upholding documentation of my identity and place of residency. I want my money back, but they don't plan on ever doing the right thing and admitting they were in the wrong at any point. Because again, attached are just some of the documents I provided them with, as can be seen in the screenshots of the emails

Dear blundybear,

Thank you very much for submitting this complaint. I’m sorry to hear about the issue you’re experiencing, and I’d like to assist in resolving it. To better understand your situation, could you kindly provide more information on the following:

• Which documents have you submitted to the casino for KYC verification?
• Have any of your documents been approved and verified?
• Did you send any bank statements or other documents with information marked or edited? Casinos typically do not accept documents that have been altered in any way.
• Could you specify which rule the casino claims you have breached? It would be helpful if you could forward the message you received from the casino when your account was blocked to veronika.f@casino.guru.

I hope we can assist you in resolving this issue promptly. I look forward to your response.

Best regards,

Veronika

None of the documents i sent in were marked or redacted at all, I posted redacted versions on here for privacy concerns but the ones I sent them were sealed by the banks. I sent them my mortgage statement, a bank statement, multiple photos of myself holding my ID and holding a paper with their name and the date, and even sent them a utility bill. And I thing I included a paypal statement too that I had laying around. As well as close up pictures of just my ID. I can send you the screenshots of the email correspondence between them and I if you like

Sorry about the email spam, just wanted to make sure youcgot to see as much of the conversation as possible and be able to see the documents I provided them

Dear blundybear,

Thank you for all the information.

Unfortunately, we regret to inform you that we are unable to assist further with your complaint. Thunderpick Casino has not responded to complaints on our platform, and in the past, they have failed to provide sufficient evidence. Given their lack of cooperation, we will mark your complaint as unresolved, which will impact their safety rating.

Furthermore, Thunderpick operates without a valid license, so there is no regulatory authority we can direct you to. However, the casino has requested that any complaints be sent directly to their customer service team at service@cs.thunderpick.io, with the option to escalate the matter to a Customer Service Supervisor if needed.

19.2 We prefer to deal with disputes internally in accordance with the above procedure. If you are not satisfied with the resolution of your complaint, you can also direct your complaint to the Dispute Resolution Office (DRO). Complaints must be submitted not less than seven days and not more than six months after the date on which the subject of the complaint first arose. To contact the DRO, Click HERE.

We are truly sorry that we cannot do more in this situation. We recommend contacting Thunderpick directly as outlined in their terms and escalating your complaint if necessary.

We wish you the best of luck and hope you are able to resolve this matter.

Best regards,

Veronika

Casino Guru