Withdrawal delayed due to repeated KYC requests

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 >

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

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.

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.

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)

My money was confiscated. My money was seized on October 5th, 12,000$, and they still don't give me my money. This money is a lot of money in Mongolia, a lot of money that will change my life. They called me a professional player who played online casino. I'm really surprised. I don't know what to do if my money was confiscated because of violation of registration rules. Dear askgamblers, please help me get my money.