Delaying Redemption

Hello,

I Shantell play this game site the time 09/19/2026 and I have not received my prize and I can’t redeem it.

The first time I was able to hit redeem but it was canceled, but casino team saying I needs verification of the card to redeem the prize. Sso I sent a picture of the whole card and came right back and said since I use a virtual card I have to show verification I made a purchase to the casino on that card . So I sent that in and what else I could send to them but till to it’s under review and can’t redeem at all.

I am filing this complaint regarding $996 in winnings that ThrillCoins has still not paid after I completed the verification they requested and after they successfully processed two smaller redemptions from the same winnings.

On Friday night, September 11, 2026, I attempted to redeem $1,296 in winnings from my ThrillCoins account.

Instead of processing the $1,296 redemption, ThrillCoins requested additional payment and identity verification. I was specifically instructed to provide photographs of the payment card, photographs showing me holding the card, and photographs of my identification. I provided the requested documentation.

After I submitted the verification documents, I was instructed to try redeeming a smaller amount. I followed their instructions and submitted a $100 redemption. ThrillCoins successfully processed and paid the $100.

I was then told to try another smaller redemption. I submitted a $200 redemption, and ThrillCoins successfully processed and paid that redemption as well.

Therefore, out of the original $1,296 I attempted to redeem, ThrillCoins has paid a total of $300.

That leaves $996 of my original winnings still unpaid.

I subsequently submitted another $200 redemption. That redemption has now remained in "pending" status for over 48 hours. In addition to the pending $200 redemption, I still have another $796 remaining in my ThrillCoins balance waiting to be redeemed.

The current breakdown is:

Original amount I attempted to redeem: $1,296

• First redemption paid: $100
• Second redemption paid: $200
• Total actually received: $300
• Third redemption currently pending: $200
• Remaining balance waiting to be redeemed: $796
• Total winnings still owed to me: $996

I have repeatedly contacted ThrillCoins customer support regarding the delayed payment. I continue to be told that they need to check with or obtain information from their compliance department.

This is particularly concerning because ThrillCoins already required me to submit extensive verification documentation before processing the first two payments. I complied with their requests, including providing identification and photographs relating to the payment card. After receiving those documents, ThrillCoins instructed me to attempt the smaller redemptions, and the first $100 and $200 redemptions were successfully paid.

I have continued cooperating with ThrillCoins and have contacted support multiple times trying to determine why the next $200 redemption remains pending and why I cannot simply receive the remainder of the $1,296 that I originally attempted to redeem.

I have not been provided with a specific problem with my account, a specific document that is missing, or a specific explanation for why the current redemption cannot be processed. Instead, I continue to receive responses referring generally to compliance while my redemption remains pending.

Another important part of my complaint is how ThrillCoins represents its redemption process to players. I have screenshots showing ThrillCoins advertising "instant redemptions." That representation was relevant to my expectation when using the site and attempting to redeem my winnings.

I am not asking for anything beyond the winnings already shown in my account and originally submitted for redemption.

I am requesting that ThrillCoins:

• Process and pay the currently pending $200 redemption without further unnecessary delay.
• Allow and process redemption of the remaining $796 balance.
• Pay the full remaining $996 owed from the original $1,296 that I attempted to redeem.
• If ThrillCoins believes there is a legitimate compliance or verification issue preventing payment, provide a specific written explanation identifying exactly what issue remains and exactly what information or documentation is still required from me.

I have made every reasonable effort to resolve this directly with ThrillCoins. I complied with their verification requests and followed their instructions regarding smaller redemption amounts. The fact that two redemptions totaling $300 were successfully processed after those steps makes the continuing delay of the remaining $996 particularly difficult to understand.

I am asking AskGamblers to intervene and assist in obtaining payment of the remaining $996 in winnings.

I can provide screenshots showing the redemption history, the pending $200 redemption, my remaining balance, ThrillCoins' advertising regarding instant redemptions, and my communications with customer support concerning verification, compliance, and the delayed payment.

I require assistance, as I am currently not receiving the necessary support.

I previously submitted the requested documents, and the proposed solution successfully facilitated the redemption process, resulting in a credit to my debit card. However, I am now attempting to replicate this process, and I am encountering a lack of assistance.

I have made multiple attempts to clearly articulate my need for clarification regarding why the previously accepted documents are now deemed inadequate for redemption, though on the day of 31-07-2026, Friday, at 6:44 pm, it was accepted and approved.

So now I seek to understand whether the initial acceptance was erroneous or if the current assessment is incorrect, as both cannot be true given the prior assurance that these documents were valid and would result in payment. Despite the initial success, I am now compelled to seek external third-party assistance.