Thrills Casino - Account closed after getting a win the day before

RESOLVED
posted on July 16, 2015.

I won 2000aud at thrills casnio i withdrew 1500 aud i played near all yesterday and last night eventually losing . When i woke this morning i had an email from accounts saying to send in documents .

I sent it proof of address and bank account ,and told them i was at work being an i will send in passport when i get home . I then tryied to log in to my account to play my free spins and my account is closed .

posted on July 17, 2015.

Update on this matter ..
Thrills support team told me my account was closed due to security checks its routine. Then they confiscated my winnings and refunded my depoist cause i apparently had 2 accounts browny66 and browny77..
I told thrills that browny66 was my uncle, and then it CHANGED TO its because i breached the bonus terms and that browny66 and browny77 had both claimed the welcome bonus on my ip address ... yes my uncle does use my ip address and so does my dad . They come to visit we all connect to my router and play .. if my uncle used the welcome bonus on my ip then why did thrills casnio send me and email with the welcome bonus ?? Also thrills casnio will not supply the receipt for the depoist made by browny66 .

Browny66 is 99% sure he did not depoist at thrills casnio , also he informs me hes sent 4 emails asking for a copy of thedepoist reciept he made with date , payment method , and the amount .. Thrills have ignored all emails .

Thrills also have ignored my request for a copy of the receipt.

If browny66 did use the welcome bonus on my ip address , then i was unaware of this and didnt realise that it had happened . Im happy to follow the rules and the bonus terms but thrills need to supply proof of this depoist

Andrew

posted on July 17, 2015.

Ive attached emails thus us how many times thrills sent me the email i used to depoist , the one i wasnt entitle to .. also after i done this depoist i contacted support and ask why i didnt receive the 400% .. ive attached those emails also .

posted on July 17, 2015.

This was thrills support response

posted on July 18, 2015.

Hi there

Since your are already in dialogue with our customer service I have no further comment on this case.

Regards

Bruno

posted on July 18, 2015.

Bruno ..

If "dialogue" means ignore him then yes i am . Were im from dialogue means communication... I find thrills customer service quiet rude , care factor of 0 ... And by the looks of your comment and your interest in this matter your the same.


Andrew

posted on July 22, 2015.

Is this a joke ???

I didnt receive the 1500 dollars so i guess no it not

I find thrills casnios urgency and professionalism on this matter extremely poor , your support team dont reply and when a matter is sent to a complaints provider thrills cant even be bothered ..

AskGamblers can you step in here and maybe help thrills casnio with a decent response please

Andrew

posted on July 23, 2015.

Hi Andrew

Could you please mail me your username, askgamblers has the details. I am sorry for my absence in this case, but I am on parental leave so please bear with me.

Regards

Bruno

posted on July 23, 2015.

Bruno.

Username is browny77

Yea thats fine your on parental leave , but u did reply on the 18th , and then another reply from thrills was posted . Anyway if u need more time while your off thats fine just let us know im sure askgamblers will grant u more time if needed while your on parental leave

Andrew

posted on July 26, 2015.

Dear askgamblers

Can you postpone this until 3rd of August?

posted on July 26, 2015.

I hope the same sort of leniency and respect is shown when thrills casnio does get to this matter , the 3rd of august is another 8 days which is a bit much , i never got any of this when my funds were taken and my account closed. But im not them so im ok with it as long as its only till the 3rd of aug

Andrew

AskGamblers
posted on July 29, 2015.

Since the complaint's submitter is agree to postpone this case for several days more, we will comply and keep this case opened till August 3rd.

posted on August 3, 2015.

Thank you Askgamblers and thanks Andrew for the patience.

I will check with my team about this case and forward you on answer once I know more from our end.

Regards

Bruno

posted on August 3, 2015.

Dear mr Brown

After further investigation I am afraid that our Terms & Conditions has not been followed. We found that two accounts has been created from your end with the same user name. If you need an statement from our end regarding this our customer service team wiill gladly assist you in no time.

Regards

Bruno

posted on August 3, 2015.

Bruno ..

As i told your support browny66 is not my account thats my uncles account . I fully verified my account with all documents including my passport . My uncles account was opened up before mine , if i had 2 accounts why would my second account be the one i fully verified.. yes he used my ip address as he spent alot of time at my place and was linked to my router.. he was the one that told me to sign up to thrills account.. yes he has the same name ..

posted on August 4, 2015.

Bruno ...

This complaint has been here for a while now , its the 4th and were still no closer to having this resolve as 2 weeks ago ... lets do it again ok .

1 .. thrills support has already told me that i brenched the terms and conditions xlaiming i had 2 accounts ...... if i had 2 accounts how would i verify the account which was made second ??????

2 ...so then thrills come back at me with this .. both browny66 and browny77 used the same welcome bonus ... ok yes my ip address was used by browny66 and by me ( browny77) .

I was unaware of this untill your thrills support informed me , as u can see from the emails i posted i did not actually try and use a welcome bonus , i received 3-4 emails claiming depoist now for 400% , i followed the link and i DID NOT receive the 400% but when i contacted support before playing they informed me that yes i did receive it but it was only up to $40 .. if i was not entitle to the 400% why did thrills send me 4 emails promoting it ...

If ive breached any terms and conditions in this matter then i was unaware of this,i just wanted to have some fun and ry and win some cash on thrills casnio . Which i did

ive been very fair with timeframes and understanding with bruno being on parental leave . All im asking is that thrills casnio and ask gamblers are fair and show me the same understanding ..

P.s can we get this sorted asap to

Thankyou Andrew

posted on August 4, 2015.

Hi
The reason why we did a KYC on your second account is that you wanted to make an withdrawal.
I am sorry for the time this has taken Andrew, but proof from our end has been mailed to Askgamblers now.

Regards

Bruno

posted on August 4, 2015.

Bruno ..

Ok no worries , thanks for getting back to me appreciated it . They will sort it out

Cheers andrew

posted on August 5, 2015.

Cheers Andrew and glad we could sort this out.

Regards

Bruno

AskGamblers
posted on August 6, 2015.

Based on evidence that we received from the casino management, we could confirm that player breached casino bonus T&C, rule 7.1; player's deposit was returned. We consider this complaint resolved and closed. If player thinks that his rights was violated we recommend to seek further help with licence authority that issued casino's licence.