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Thebes Casino - Refusal to release my withdrawal

RESOLVED
Posted on November 20, 2019

This casino claims that I have breached their withdrawal policy but will not prove that I have done so. They have supplied me with a transaction number that does not exist, in fact it is not even in the correct format as their transaction numbers. They will not provide any additional information, such as a date or time that this 'infraction' has occurred. They expect me to search hundreds of transactions over numerous days for a number that does not exist. I made the request for a withdrawal on October 18th. It took three weeks to finally come to their conclusion. I submitted all the documents required for validation. They accepted them all and claimed that the funds would be released. They then claimed that I breached their policies and confiscated the entire amount ($400) with absolutely no notice. They refuse to supply any more information, they refuse to escalate this matter to their supervisors and they refuse to provide a phone number to discuss this. Player beware! Do not play in this casino.......... they will take your money and not pay you your winnings!

Posted on November 21, 2019

Hello,

We hope this message finds you well.

Please be informed that a full review of your account took place. The review included all documents, profile information, all account activity and game logs.

When checking the game logs, we noticed that you had bets of over 5, which is a breach of our terms and conditions.

Due to this reason, your withdrawal request could not be approved and all the winnings were voided, as per the following rule that can be found on our site, under the Bonus Rules page:

Until the play through requirements have been met, the maximum amount per spin/ bet that can be placed is 5. We reserve the right to decline a withdrawal and void any winnings, if you place a bonus money bet higher than the allowed limit.

Thank you for your patience and understanding. If you need further information please do not hesitate to contact us on Live Chat or via email, we will gladly look into it.

Regards,
Thebes Casino

Posted on November 21, 2019

Thebes Casino,
You failed to provide proof that this ‘infraction’ actually occurred. You also specified the game where this violation arguably had taken place of which I never played. Prove your claim. Support your players. The above response has been sent to me several times with no real details supporting your claim. Provide a phone number to discuss this.

AskGamblers
Posted on November 22, 2019

AskGamblers Complaints Team has been provided with enough information and evidence on behalf Thebes Casino management in regards of this complaint to confirm and justify the casino actions.

Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In case of a disagreement with our decision we remind player that further assistance on this matter could be requested from the relevant regulatory body.

We would like to use this occasion and remind the player that it is extremely important to familiarize themselves with the specific terms and conditions of each and every casino before registering account, and/or of bonus terms before claiming them, since those are clearly stated on the casino website.


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