Thrills Casino refused to pay my winning

UNRESOLVED
bigmoss13 Portugal
posted on October 14, 2015.

Good Evening Sir/ Madame

My name is M*** *********** from **********, Portugal.
Last 5 days ago I upended an account in a Casino called Thrills Casino and then make a deposit of 30 Euros and then started playing I get luck and won 2145 Euros then I make a withdrawal to my Bank account.
After then they send an Email the one I have Attach, they ask me documentation and then send them my documents and my proof address .
After then they send me email again the second file I Attach saying it forbidden for my country to play on-line and my account been close and the money I deposit been send to my account, I don't understand? Only after winning, First I upend an Account in there sign and put my location Portugal and they have a country Portugal in there site after then started to make a deposit in there site and I don't saw any forbidden there only after winning and making a withdrawal and they said is forbidden.
please I need Help to get my winning money back.
Thank you.

Best Regards

M***

posted on October 15, 2015.

Hi M***

Thanks for your mail!i am afraid we don´t allow players from Portugal which is clearly stated under our terms and conditions. t looks like the team were to fast to send out the KYC-verifcation and spotted later that you were siuated in Portugal. For that I can only appologize.

I am afraid there is not much we can do here from our end and if you have any further questions, don´t hesitate to ask.

Regards

Bruno

bigmoss13 Portugal
posted on October 15, 2015.

Good Evening Bruno?

If you do not Allow players from Portugal to play to your Casino then why your Machines accepts my sign up informations my location? because your Casino has a Location Country PORTUGAL, your machines should rejected me from the first place I put my location, but no its accepted me as a player. And also you Accepted my payment. Only thing you doesn't accepted is my withdrawal That's not fare Mr I won the money is mine.
Only things I can Accept from the Casino now is to pay my winning money is mine, after paying then you can do what you think is ok for the Casino but the money is mine i won it.

Best regard

M***

posted on October 16, 2015.

Hi M***

We use Everymatrix as a platform and Portugal is one of those countries that are restricted from entering Thrills.com. If you managed to still log in, then it was just temporary, but as mentioned our terms and conditions apply. We refunded your initial deposit, but can not refund you the money as stated before.

I am afraid there is not anything else that we can more then this.

Regards

Bruno

bigmoss13 Portugal
posted on October 16, 2015.

Good Evening Bruno?

I cannot log in now Because my account has been block by a Payments Analyst name by Fredrik.
But tell me some things? if Portugal was restricted from entering Thrills.com then why you accepted my payment why the system dont reject my payment at the moment? for example how about if i get lose my deposit money can the thrills pay back the money?

best regard
M***

posted on October 18, 2015.

I am afraid this this complainment will remain unsolved. Feel free to close it askgamblers.

Regards

Bruno

bigmoss13 Portugal
posted on October 18, 2015.

Good Morning AskGamblers?

Will you please help me to solve this problem please?
Because the way i see now Thrills dont want to pay my winning and am travelling to Spain on the 20 this month will be difficult for using internet there.
Please check this situation for me.

Best regard

M***

AskGamblers
posted on October 19, 2015.

Dear @M***,
We can't guarantee that this issue will be resolved till 20th of October.

posted on October 20, 2015.

Dear askgamblers

Wrote a private a PM to you.

Regards

Bruno

posted on October 20, 2015.

Hi M***

It looks like the reason that you managed to enter Thrills was due to technical issue from our platform provider. This is beyond our control unfortunetly and neverless, we don´t accept players from Portugal so you will not be able to get your winnings except your initial deposit. I

Regards

Bruno

AskGamblers
posted on October 21, 2015.

Despite the fact that this unfortunate event happened due to a security glitch of the software platform used by Thrills casino, we think that player is owed the whole amount and not just his initial deposit. It is not player's responsibility to check whether the registration form used by a casino platform matches casino's terms and conditions, but the casino itself. Moreover, it is not clear what would happened in case player had deposited not 30, but let's say 300 or 3000 and had lost. Would the casino then return all players money?

We recommend player to seek further assistance on this matter from the official regulatory body of Thrills Casino. They have the authority to conduct their own investigation on this case and find out how it is possible to happen such a serious security breach as well as whether there are other layers affected from this issue.

Case is now officially closed.