Complaint #25
Thunderpick Casino
Thunderpick Withdrawal delayed due to KYC verification and repeated claims that my documents were not received
1 week ago
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.
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.
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