Complaint #31 Thunderpick Casino

Account suspended KYC not concluded and 743USD frozen in funds

By Carlos C.

4 days ago

Hi there. After trying to withdraw part of my funds, my account on Thunderpick.io was "suspended" approximately 9 days ago. At the time, they asked me to start KYC verification by asking my documents through e-mail contact.

I was quick to answer the request and sent all documentation required. Since then, they keep asking me to send the very same documents that I already sent more than once, and they never get to verify my account, which obviously leads to my cash being stuck. There is a pending 308USDT withdrawal and 434USD in my wallet.

Live chat support always answer with the same excuse: That there is a documentation still missing (which I already sent 3 times), and that I need to wait 24-48h. They also keep saying that they will get in touch with the verification team. Its been several contacts made with the live chat support, always the same answer and the problem never gets solved.

Disputed Casino Thunderpick Casino

Reason Delayed payment

Amount $743

Discussion

AskGamblers

• Support Team

2 days ago

Dear Thunderpick Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Thunderpick Casino Complaint Stats

Resolved 2 / 12

Avg. Amount $5,608

Avg. Complaint Duration 4 days

Avg. Response Time 3 days

Thunderpick Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 2 out of 10 complaints in this category have been resolved.

This operator's average complaint duration is 4 days, while the average duration across all operators is 8 days.

Thunderpick Casino Complaints

See all complaints for this casino

Suspended account frozen funds and deleted KYC

Dear AskGamblers Team,
I would like to file a complaint against Thunderpick.io for suspending my account and holding $5,000 in pending withdrawals and another $4,000 in my account balance.
13.10.2026 i got asked to verify, and by the 14.10.2026 i had already sent all of the documents by mail. 15.10.2026 they asked for the same documents again without telling me what was missing. I have once again submitted the documents they requested, but after the 15.10.2026 i haven’t gotten any response.
I have also contacted their live chat every day since this prossess started. They keep telling me that they will contact «the relevant team» and tell them to prioritize my case, but nothing happens afterward. Thunderpick.io has also failed to respond to my emails for over 10 days.
I am willing to cooperate with any legitimate verification requirements, but I find the lack of communication and repeated delays unacceptable, especially when $9,000 of my funds are being withheld.
I would appreciate AskGamblers' assistance in getting Thunderpick.io to complete the verification process, and release my funds as soon as possible.

Resolved

$9,000

Thunderpick Withdrawal delayed due to KYC verification and repeated claims that my documents were not received

Thunderpick – €781,30 withdrawal pending due to unresolved KYC despite documents being sent multiple times

I am submitting this complaint regarding a pending withdrawal from my Thunderpick account, which has been delayed because of an unresolved KYC verification process.

I have fully cooperated with Thunderpick and provided the requested KYC documentation. I initially sent the requested documents by email on August 9.

After receiving no meaningful update, I contacted Thunderpick Live Support several times. I was repeatedly told that the matter would be escalated or communicated to the verification team and that I should wait for an update.

However, despite these assurances, I was subsequently informed by Live Support that, according to their notes, the verification team had not received any documentation from me at all.

In order to eliminate the possibility of an email-related technical problem on my side, I resent the requested documentation. I sent it again on August 12 and, following the recommendation of Thunderpick's own support, I also resent the documents from a different email address, clearly identifying the email address associated with my Thunderpick account.

Despite doing this, I have still received no confirmation that my documents have actually reached the verification team and my withdrawal remains pending.

On August 13, Live Support again told me that the documents sent on August 9 had not been received and that I should wait for the newer emails to be handled.

Later, another Thunderpick support representative gave me a different explanation, stating that my email “is in a queue” and that they need to wait to receive it before they can share the documents with the verification team.

This is particularly concerning because I have contacted Live Support numerous times and have received different or conflicting explanations regarding the same issue. On several occasions I was told that the verification team would be notified, while later I was told that the verification team had never received my documents.

I have screenshots of my conversations with Thunderpick Live Support documenting these statements and I can provide them as evidence.

I want to make clear that I am not refusing or delaying KYC verification in any way. I have actively attempted to complete it, submitted the requested documentation multiple times, used a second email address when instructed to do so, and repeatedly contacted support asking them to resolve the issue.

My concern is that my withdrawal remains pending while Thunderpick's internal communication/email handling problem prevents my KYC documents from reaching the verification team.

I am therefore requesting that Thunderpick:
Confirm that my KYC documents have been received.
Forward them immediately to the appropriate verification team.
Complete my KYC verification without further unnecessary delay.
Process my pending withdrawal once verification is completed.

I am fully willing to provide any legitimate additional documentation required for verification. I simply want the verification process and my pending withdrawal to be handled properly and within a reasonable timeframe.

Unresolved

€781

Withdrawal delayed due to repeated KYC requests

I requested a withdrawal of €2,200.13 from Thunderpick. Since then, my payout has been delayed due to repeated KYC requests.

I have already submitted all requested documents multiple times:

Government ID (front and back)

Selfie holding my ID

Official proof of address from Gemeinde Strullendorf dated 10.02.2026

Revolut bank statement showing my name and address, dated within the last 60 days

Each time I submit the documents, I receive a response saying to wait 24–48 hours, and then I am asked again for the same documents without any clear explanation of what is missing or unacceptable.

I believe this is an unreasonable delay tactic. I am requesting immediate approval of my verification and processing of my withdrawal, or a clear written explanation specifying exactly which requirement is not met.

Unresolved

€2,200

Thunderpick Withdrawal Pending for 12 Days Without Response

Hello AskGamblers team,

I am submitting this complaint regarding Thunderpick Casino and my pending withdrawal of €6,226.37 that has been stuck in processing for 12 days.

Here are the details of my issue:

Username: < username removed >

Deposit Amount: €250 + around 250-300€ bonus

Bonus Terms: I used a bonus that required 10x wagering, which I successfully completed.

Withdrawal Requested: October 16, 2025]

Withdrawal Amount: €6,226.37

Verification: I have submitted all requested verification documents (passport, address proof, etc.). The casino asked me to resend them three times, claiming there were format issues — I verified the files were correct and clear each time.

Current Status: No update from Thunderpick for 4 days. The live chat only repeats that the withdrawal is “under review,” without providing an estimated time or clear explanation.

I believe this delay is unreasonable considering that all documents were properly submitted, and there is no justification for holding my funds this long.

I kindly ask AskGamblers to help mediate this issue so I can receive my legitimate winnings.

Thank you for your help,

< full name removed >

Unresolved

€6,226

I think they scammed me for 8725 dollars

I want to warn you guys about the site thunderpick.io.

I won a decent amount of money on there ~around 9000$. I managed to withdraw 400$ and after that they asked me to do KYC verification. I sent them everything they requested for on the same day. They also requested me to send them additional photo after that - a selfie of myself holding a piece of paper, which has current date and thunderpick.io written on it, also sent that immediately. Then about 2 weeks go by and they sent me a email saying my account has been permanently closed and all account

funds have been seized. They say I breached legal terms 5.1 and 15.1, which I didn't and I don't even understand what they didn't like about me, when I asked for additional details they just say the same thing again that I breached legal terms legal terms 5.1 and 15.1 like notal NPCs to be honest.

Long story short - win anything on that site and they will find whatever reason to just randomly close your account and not pay out winnings. Avoid this site if you want to actually manage to withdraw your winnings. I am sure they keep all the losing players there, but win anything there and it is curtains. I am not sure how can a fraudulent company like this still operate legally.

Amount Scammed: 8725$

Payment Method: crypto

Additional details:

Email response - https://ibb.co/dgvVD88

Account - https://i.ibb.co/J5LkzPr/signal-2024-10-10-222115-002.jpg

Unresolved

$8,725

140 dollars got stucked

Hey! I have deposited 140$ but haven't got it on the account. They said there was some problems on their side with deposits (on whole site), but already 3 days passed and I still don't have a money on my account.

Please help, because the support constantly responds with a script that they had problems. But they can still solve it.

Unresolved

$140

They keep delaying my payout

Hi everyone,
I made a deposit and won 5200 euro. After that I sent them the documents they requested to verify my account ( sent them on 31 may ) and they said it takes 1 - 2 business days for them to verify my account.

After more than 2 weeks, they still didnt verified my account and chat support is telling me every 2 days that they have no updates about this.

Thank you!

Unresolved

€5,200

Verification failed Manual kyc rejected

2023-05-22

19:39 163 USD deposit.

2023-05-22

19:53 490 USD withdrawal request. Deposit was completed with LTC and withdrawal was submitted to same LTC address. Current status of withdrawal is pending. KYC was requested. ID, selfie with ID and bank statement with living address was provided. Thunderpick failed to confirm my identity and withdraw funds. I'm asking to process my withdrawal and close my account after that. Also I should mention that back in 2021 I closed my account and support replied that they deleted my account permanently. However in 2022 they offered me some bonus and offered to enable my account. Doesn't looks right as they have a license.

Unresolved

$490

KYC Delayed on purpose, because I am waiting almost a month

I have been using Thunderpick and placing bets, depositing and withdrawing without any issue for a few weeks.

After a considerable win ($11,700 with $100 stake) I have received a request for KYC (documents to submit) on March 17th. I have sent all documentation the same day.

I am used to have KYC, and with other providers, technically takes 1 to 3 business days to review.

Since then, customer support has confirmed receiving the documents but keeps on telling me there's no update and I'll be notified as soon as they have an update.

It has been almost one month! I am losing patience and starting to considerably doubt that my documents are even being looked at. I left a review on Trustpilot, I was requested for some information about 10 days ago, which again I provided right away - but no answer again.

Unresolved

$11,700

Delaying my $8077 withdrawal

It’s been 34hrs since I have requested for my pending withdrawal. Thunderpick casino is not proving me any valid explanations why my pending withdrawals are taking this long. Pending withdrawal amounting of 8,077 USD

So basically I’m newly registered player with Thunderpick Casino.

During my 1st day - there were no withdrawals, just deposits. 2nd day I was able to make a decent withdrawal from my lightning baccarat win. 3rd day which was yesterday, I’ve deposited around 3,700 USD

Wagered and were able to request my winnings of 8,077 USD

First few hours they were explaining that they just needed to check with the game provider (totally fine with me as I know the protocol and I’ve done nothing wrong.)

The problem started earlier today after 24hrs of waiting I’ve been following up constantly and they can’t provide me exact explanations why my withdrawal requests are delayed.

I don’t see any reasons why they need to delay my withdrawals and they can’t provide me any valid reasons for this. Please see attached. (screenshots of my transactions, chat history with the CS agents)

Resolved

$8,077