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Thrills Casino - Closed account and refused winnings with unjustified reason

RESOLVED
Dancingqueen United Kingdom
Posted on November 23, 2016

Hi there, a couple of nights ago I opened a thrills account. I deposited 350. I won 3500 and asked to withdraw 3000 and leave 500 in to play with. I went on the next day to find my account closed with no communication. I contacted them on live chat and they said I had a self excluded account with superlenny. As far as I am concerned I purely have a time out with super Lenny and kaboo too not self exclusions. On other sites linked I have been able to withdraw winnings even if I have a timeout as it is not a self exclusion. Could you please advise me on this?

Posted on November 26, 2016

Hi there,

Could you provide me with your username so I can look further on this case from my end.

Regards

Bruno

AskGamblers
Posted on November 26, 2016

Dear Thrills Casino,

Please keep in mind that player's login details could be found within the notification email sent from our complaints system.

However, to avoid losing time we have just sent these manually as a private message.

Posted on November 28, 2016

Hi

Our system shows that you chose to SE from Kaboo 02/08/2016 and 6 months going forward. Due to that you can not play at out sister brands Thrills and Superlenny. Since you still did we made sure to refund your deposits.

Regards

Bruno

AskGamblers
Posted on December 1, 2016

Dear @Dancingqueen,

Please let us know if there's an update regarding your ongoing complaint. Please keep in mind that you are supposed to reply within the given 96-hours time frame, otherwise AskGamblers Complaints Team will consider the case as Resolved and it will be closed accordingly.

Thank you for your cooperation.

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