Stalling investigation on a payment they sent to wrong bank account

Hello,
I made a withdrawal of 1195.45 since 10th of July, After thrills casino requested for some documents and even ask for selfie with my passport in which i have sent to them via Email, yet I haven't receive my payment uptill date.
I have contacted the customer service multiple times to know what's really going on, All what I got is that the administrative on the payment department are working on it that as soon as possible I will receive the payment.
At this point I have no other idea of what to do than to report the casino for failing to pay my withdrawal. I will be glad if you can look into this matter. I will attach some screenshot both conversation between the customer service and the withdrawal amount
Thanks Askgambler.

I'd like to withdraw the $60 that I have in my thrills account however I am unable to access this as the website is suddenly forbidden, I've tried to access the website on numerous devices also. Before this the website was working however wouldn't log me in? Strange because my computer remembered my password so it definitely wasn't a password fault. I just would like the money back that I deposited and won, I don't like the idea of throwing money away for nothing.

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?

I opened an account at Thrills casino few days ago, made a few deposits, and after some time i won a little bit. i made a 105euro withdrawal and left yesterday, this morning i tried to login, and I couldnt. after i contacted the support they say that my account is going trough verification and that i get an email soon. i also sent them an email, but i didnt get a reply. now id like to know whats happening. im a bit desperate, and its not very nice to close an account without prior information. and the support called Victoria was not very proffesional, couldnt give me an answer to nothing.

I deposited to Thrills.com casino about 50 EUR and had a lot of fun while playing. I lost over a half of my deposits and tried to withdraw 20 EUR. The casino requested some documents from me, among which was a bill containing my address. I had no bill at hand at the moment. Moreover, though I am registered by the stated address, I am not the owner of the flat and all bills contain not my name. I explained this situation and in addition to my passport (which also contains a page with my address) I provided a copy of the application for opening account at Yandex. Money payment system and a certificate of inheritance rights. All these documents contain my name and the address. The casino kept on insisting on a bill. What do I do then? To buy my own flat and wait for the first bill? Or maybe during a month to spend time and money for becoming the owner of the flat I live in? It's ridiculous. What is interesting, during these conversations with their support via email, I used to communicate with various employees and every new person seemed not to have read the history of my emails. Just an example: finally after multiple emails they said: "If you have some sort of government documents that prove your residence that will work fine too." Wow! Aren't my passport with its page containing my address and the certificate of inheritance rights not government documents? I had sent them in the first email! This illustrates the real attitude to customers in this casino - not attentive, not adjusted. Taking into account the withdrawal amount, it is really ridiculous and humiliating.

So i started depositing and playing at thrills about a week ago, and it went smoothly, did ID and what not. Played got nice freebies too, amongst my deposits, had some luck and had withdraws that got processed and i got paid. But now all of a sudden today they decide to close my account, all support is now saying is we have closed your account, we will get back to you soon, they wont even tell me how long. I was keep going all day today asking for my withdraws, which they just kept saying they will come soon and what not. butt now this has happened. I will attach a screenshot of my withdraws. I always take screenshots when i have withdraws, so i have prove. So i basically have 5 outstanding withdraws 1 from last night of £160, and 4 today, so 5 total = £640. I suffer anxiety and this has now made me have panic attacks i am highly upset and in a state, please please can you help me get my money owed. Thanks DreamRJ

I opened an account with Thrills.com depositing £2,900. Within a few days my balance increased to £4,241 and I requested a withdrawal (having provided copies of my ID). A few days later I tried unsuccessfully to log into my account. I spoke with live chat who said: "You have permanently self-excluded on our other brand Under and UKGC guidelines, if a customer self excludes on one of our sister sites, then we are bound to withdraw account facilities and void all gameplay after the date they have self excluded, as all our brands come under the same UKGC license … You can have account on each brand, but under UKGC guidelines, if a customer self excludes on one of our sister sites (in your case Superlenny), then we are bound to withdraw account facilities and void all gameplay after the date they have self excluded, as all our brands come under the same UKGC license." Whilst it is correct that I held an account with Superlenny, which I closed on in July 2014, at no point did I reference a gambling problem or request that I be self-excluded. The Gambling Commission define self-exclusion as: “Self-exclusion is when you can ask a gambling company or operator to stop you from gambling with them for an amount of time. It usually lasts for at least six months. It is mainly used by people who think they have a problem with gambling and want help to stop.” I did not declare a gambling problem, define a period of time that I wish to be excluded by, or request self-exclusion. To the best of my knowledge I did not know that I was self-excluded because I hadn't excluded myself!!! In April 2016, I opened an account with Kaboo Casino (a sister site operating under the same UKGC license). I successfully deposited and operated the account without hindrance. I made several withdrawals and eventually closed the account on 22/04/16 stating that "I no longer wish to gamble." This does not mean or imply that I have a gambling problem. It is merely a polite way of closing the account. I had closed the account having made a few hundred pounds and had more important things to focus on. My email does not reference problematic gambling or request self-exclusion. Kaboo did not question the reasons for closing the account further and did not inform me that I had been excluded. When I opened the account with Thrills.com I didn’t realise that the site is related to Kaboo or Superlenny. Not that this was an issue because I had closed both of these accounts and as far as I understood was not self-excluded because I hadn’t taken the decision to exclude myself! I was able to open the account deposit and gamble without hindrance. It was only after requesting a large 4 figure withdrawal that I was informed that my account was closed and winnings confiscated because I had previously self-excluded from a sister site. The live chat operator referenced my alleged self-exclusion from Superlenny. I vehemently deny this. Despite the alleged self-exclusion I was able to open and operate an account with Kaboo. If the reason for closing the account at Superlenny was incorrectly interpreted as I have a gambling problem then why was I able to subsequently bet at Kaboo. Why was I also able to open the account at Thrills.com? If a player has not self-excluded or referenced a gambling problem or addiction then what right do Thrills.com have to confiscate my winnings. After contacting the live chat support for further details I received an email from James, the Customer Support Supervisor, stating: Having reviewed your case, I have concluded that we have acted entirely properly in closing your account and voiding all gameplay after the date your account with Kaboo was closed. Your statement in closing your Kaboo account ended with you saying "I no longer wish to gamble". Under UKGC guidelines, we would state this is an indicator of potential gambling problems and as a care of duty, we were entirely correct in self excluding the account and subsequently any other brand account which you opened afterwards. This differs from what the live chat customer service operative told me. According to him I had self-excluded from Superlenny? James’ email fails to explain why I was able to open an account with Kaboo in the first instance having previously closed my account with Superlenny citing exactly the same reason. I responded to James via email (attached) and called him to discuss. He was unwilling to change his stance and insisted that I complain to the relevant authorities. I would like to reiterate that at no point have I requested that I be self-excluded from Superlenny, Kaboo or Thrills.com casinos, neither have I reported a gambling problem or addiction. The casino group has not informed me that I have been excluded from betting and has even allowed me to open new accounts without restriction. The casino may have genuinely misinterpreted the email correspondence requesting that my accounts be closed but this is not my fault. Further clarification should have been sought and if appropriate I should have determined whether to be agree a period of self-exclusion and stipulate the period that this should apply. The casino group should have also taken much better preventative measures to stop me from opening accounts if they genuinely believed that I had a gambling problem and had self-excluded from their casinos. There is a very similar case raised here, which you managed to resolve in the players favour: http://www.askgamblers.com/casino-complaints/declined-withdrawal-and-closure-of-account Any help you can provide would be greatly appreciated. Happy to share copies of emails and chat transcripts if helpful. Thank you rich

Hi, I am at a loss really what to do. I have winnings of about £200 at Thrills casino. I made a withdrawal of the whole amount. The next day I went on the site to check the progress of my withdrawal and my account details would no longer work. It basically said that I had permanently self excluded myself. I have emailed four or five times asking what has happened and no-one answers. When I ring the phone number, no-one ever answers. The live chat doesn't work because I can't log on. This was over a week ago now. The winnings have still not appeared in my account. It is really frustrating that no-one will contact me, as I won the money fair and square. I feel sure I have done everything right. I am from the UK. I have self excluded from some other casinos, but none affiliated with this casino. I have never been treated this way before by any online casino, especially since I have deposited hundreds and hundreds of pounds. Can anyone get me any answers, I don't really know what else to do.

Hello, I need your help. I signed in and got Thrills casino welcome bonus no deposit 10 free spins in NRVANA slot. After that, I won in the slot 300 shields - 450. Next, I started playing in the slot Space Wars and winnings brought me around 1000, As a result, the deposit has been made and I requested a payment. A day later, I couldn't log in into my account. In online chat, I was told that I have to send the necessary documentation, ostensibly a standard procedure for all players. After submitting the documentation, the casino without my knowledge just returned my deposit and blocked account with incomprehensible to me the reason: Due to security reason. We have the right to close down any account without giving any explanation for it. I see that this lock is baseless. They just took my winnings. I see the first time such impudence. I hope to get your support. Sincerely Neo ********

I created an account on thrills.com yesterday and deposited £200, I didn't want the bonus and wasn't given it which was fine. I played for a while winning and losing. I then decided to make a final withdrawal of £1000 using the card I had deposited with. Which thrills.com acknowledged and said it was awaiting processing. Today I went to logon my account and couldn't. It stated that I had self excluded myself which I hadn't. I have been given no correspondence to say that my account has been closed. I have tried to ring thrills.com A number of times but no one ever answers. I obviously want to confirm that I will receive the £1000 I have withdrawn at they said was accepted, but have no way of finding out. I also want to know why my account has been locked due to self exclusion when I haven't asked them to do that. I have also emailed them but no doubt it will take weeks for a reply