Thrills Casino

Stalling investigation on a payment they sent to wrong bank account

$60

Hi there, I have attached some screenshots for you, sorry if i wasted your time earlier After receiving a withdrawal 4th Jan no dramas I again withdrew on the 6th Jan and they sent it to the wrong account (BSB) They blame for this but i had a correct BSB for them to use on the 4th Jan why not correct on the 6th Jan Now they say 12-16 weeks to trace, but as per email there is no bank in Aus with BSB of those numbers and should have rejected ASAP They will not give a copy of the correspondence that states this,,, Thank you again, You are our only hope

Unresolved

$400

Closed account and refused winnings with unjustified reason

Hi there, a couple of nights ago I opened a thrills account. I deposited 350. I won 3500 and asked to withdraw 3000 and leave 500 in to play with. I went on the next day to find my account closed with no communication. I contacted them on live chat and they said I had a self excluded account with superlenny. As far as I am concerned I purely have a time out with super Lenny and kaboo too not self exclusions. On other sites linked I have been able to withdraw winnings even if I have a timeout as it is not a self exclusion. Could you please advise me on this?

Blocked account due to verification

$350

I opened an account at Thrills casino few days ago, made a few deposits, and after some time i won a little bit. i made a 105euro withdrawal and left yesterday, this morning i tried to login, and I couldnt. after i contacted the support they say that my account is going trough verification and that i get an email soon. i also sent them an email, but i didnt get a reply. now id like to know whats happening. im a bit desperate, and its not very nice to close an account without prior information. and the support called Victoria was not very proffesional, couldnt give me an answer to nothing.

Requesting repeatedly a non-existing document

€105

I deposited to Thrills.com casino about 50 EUR and had a lot of fun while playing. I lost over a half of my deposits and tried to withdraw 20 EUR. The casino requested some documents from me, among which was a bill containing my address. I had no bill at hand at the moment. Moreover, though I am registered by the stated address, I am not the owner of the flat and all bills contain not my name. I explained this situation and in addition to my passport (which also contains a page with my address) I provided a copy of the application for opening account at Yandex. Money payment system and a certificate of inheritance rights. All these documents contain my name and the address. The casino kept on insisting on a bill. What do I do then? To buy my own flat and wait for the first bill? Or maybe during a month to spend time and money for becoming the owner of the flat I live in? It's ridiculous. What is interesting, during these conversations with their support via email, I used to communicate with various employees and every new person seemed not to have read the history of my emails. Just an example: finally after multiple emails they said: "If you have some sort of government documents that prove your residence that will work fine too." Wow! Aren't my passport with its page containing my address and the certificate of inheritance rights not government documents? I had sent them in the first email! This illustrates the real attitude to customers in this casino - not attentive, not adjusted. Taking into account the withdrawal amount, it is really ridiculous and humiliating.

Closed my account without any reason and stalling 640 in withdrawals

€20

So i started depositing and playing at thrills about a week ago, and it went smoothly, did ID and what not. Played got nice freebies too, amongst my deposits, had some luck and had withdraws that got processed and i got paid. But now all of a sudden today they decide to close my account, all support is now saying is we have closed your account, we will get back to you soon, they wont even tell me how long. I was keep going all day today asking for my withdraws, which they just kept saying they will come soon and what not. butt now this has happened. I will attach a screenshot of my withdraws. I always take screenshots when i have withdraws, so i have prove. So i basically have 5 outstanding withdraws 1 from last night of £160, and 4 today, so 5 total = £640. I suffer anxiety and this has now made me have panic attacks i am highly upset and in a state, please please can you help me get my money owed. Thanks DreamRJ

Closed Account , Confiscated Winnings £1,341

£640

I opened an account with Thrills.com depositing £2,900. Within a few days my balance increased to £4,241 and I requested a withdrawal (having provided copies of my ID). A few days later I tried unsuccessfully to log into my account. I spoke with live chat who said: "You have permanently self-excluded on our other brand Under and UKGC guidelines, if a customer self excludes on one of our sister sites, then we are bound to withdraw account facilities and void all gameplay after the date they have self excluded, as all our brands come under the same UKGC license … You can have account on each brand, but under UKGC guidelines, if a customer self excludes on one of our sister sites (in your case Superlenny), then we are bound to withdraw account facilities and void all gameplay after the date they have self excluded, as all our brands come under the same UKGC license." Whilst it is correct that I held an account with Superlenny, which I closed on in July 2014, at no point did I reference a gambling problem or request that I be self-excluded. The Gambling Commission define self-exclusion as: “Self-exclusion is when you can ask a gambling company or operator to stop you from gambling with them for an amount of time. It usually lasts for at least six months. It is mainly used by people who think they have a problem with gambling and want help to stop.” I did not declare a gambling problem, define a period of time that I wish to be excluded by, or request self-exclusion. To the best of my knowledge I did not know that I was self-excluded because I hadn't excluded myself!!! In April 2016, I opened an account with Kaboo Casino (a sister site operating under the same UKGC license). I successfully deposited and operated the account without hindrance. I made several withdrawals and eventually closed the account on 22/04/16 stating that "I no longer wish to gamble." This does not mean or imply that I have a gambling problem. It is merely a polite way of closing the account. I had closed the account having made a few hundred pounds and had more important things to focus on. My email does not reference problematic gambling or request self-exclusion. Kaboo did not question the reasons for closing the account further and did not inform me that I had been excluded. When I opened the account with Thrills.com I didn’t realise that the site is related to Kaboo or Superlenny. Not that this was an issue because I had closed both of these accounts and as far as I understood was not self-excluded because I hadn’t taken the decision to exclude myself! I was able to open the account deposit and gamble without hindrance. It was only after requesting a large 4 figure withdrawal that I was informed that my account was closed and winnings confiscated because I had previously self-excluded from a sister site. The live chat operator referenced my alleged self-exclusion from Superlenny. I vehemently deny this. Despite the alleged self-exclusion I was able to open and operate an account with Kaboo. If the reason for closing the account at Superlenny was incorrectly interpreted as I have a gambling problem then why was I able to subsequently bet at Kaboo. Why was I also able to open the account at Thrills.com? If a player has not self-excluded or referenced a gambling problem or addiction then what right do Thrills.com have to confiscate my winnings. After contacting the live chat support for further details I received an email from James, the Customer Support Supervisor, stating: Having reviewed your case, I have concluded that we have acted entirely properly in closing your account and voiding all gameplay after the date your account with Kaboo was closed. Your statement in closing your Kaboo account ended with you saying "I no longer wish to gamble". Under UKGC guidelines, we would state this is an indicator of potential gambling problems and as a care of duty, we were entirely correct in self excluding the account and subsequently any other brand account which you opened afterwards. This differs from what the live chat customer service operative told me. According to him I had self-excluded from Superlenny? James’ email fails to explain why I was able to open an account with Kaboo in the first instance having previously closed my account with Superlenny citing exactly the same reason. I responded to James via email (attached) and called him to discuss. He was unwilling to change his stance and insisted that I complain to the relevant authorities. I would like to reiterate that at no point have I requested that I be self-excluded from Superlenny, Kaboo or Thrills.com casinos, neither have I reported a gambling problem or addiction. The casino group has not informed me that I have been excluded from betting and has even allowed me to open new accounts without restriction. The casino may have genuinely misinterpreted the email correspondence requesting that my accounts be closed but this is not my fault. Further clarification should have been sought and if appropriate I should have determined whether to be agree a period of self-exclusion and stipulate the period that this should apply. The casino group should have also taken much better preventative measures to stop me from opening accounts if they genuinely believed that I had a gambling problem and had self-excluded from their casinos. There is a very similar case raised here, which you managed to resolve in the players favour: http://www.askgamblers.com/casino-complaints/declined-withdrawal-and-closure-of-account Any help you can provide would be greatly appreciated. Happy to share copies of emails and chat transcripts if helpful. Thank you rich

Haven't paid my winnings and have closed my account

£1,341

Hi, I am at a loss really what to do. I have winnings of about £200 at Thrills casino. I made a withdrawal of the whole amount. The next day I went on the site to check the progress of my withdrawal and my account details would no longer work. It basically said that I had permanently self excluded myself. I have emailed four or five times asking what has happened and no-one answers. When I ring the phone number, no-one ever answers. The live chat doesn't work because I can't log on. This was over a week ago now. The winnings have still not appeared in my account. It is really frustrating that no-one will contact me, as I won the money fair and square. I feel sure I have done everything right. I am from the UK. I have self excluded from some other casinos, but none affiliated with this casino. I have never been treated this way before by any online casino, especially since I have deposited hundreds and hundreds of pounds. Can anyone get me any answers, I don't really know what else to do.

Locked account without reason

£104

Hello, I need your help. I signed in and got Thrills casino welcome bonus no deposit 10 free spins in NRVANA slot. After that, I won in the slot 300 shields - 450. Next, I started playing in the slot Space Wars and winnings brought me around 1000, As a result, the deposit has been made and I requested a payment. A day later, I couldn't log in into my account. In online chat, I was told that I have to send the necessary documentation, ostensibly a standard procedure for all players. After submitting the documentation, the casino without my knowledge just returned my deposit and blocked account with incomprehensible to me the reason: Due to security reason. We have the right to close down any account without giving any explanation for it. I see that this lock is baseless. They just took my winnings. I see the first time such impudence. I hope to get your support. Sincerely Neo ********

Unresolved

kr1,000

Thrills Casino Complaint Stats

Resolved 16 / 21

Avg. Amount $492

Avg. Complaint Duration 9 days

Avg. Response Time 2 days

Review this casino

Share your thoughts with other players

Player Rating

6.5/10 ● 92 reviews

Top reviews from our players

10/10

@Hi Sencize

You could be anywhere in the world, but you took your time and gave us as a brand a review. I appreciate it that a lot! Especially since you mentioned something people normally don't do on our casino- table games.

Happy to hear you had a good blast! I look forward to hear your input once you tried out our slots section. Make sure to check out our daily offers until 15th August so that you benefit even more once you do your next deposit.

sencize

10/10

Thrills casino is in my opinion the best online casino when it comes to new additions to online gambling. I noticed it promoted here on AskGamblers and since it features best software providers I decided to sign up with them.

When I opened their website I was positively surprised how well it is designed. Interface is great and sign up process takes only a few seconds. After that I was offered generous bonus of 100% match and 50 free spins on Star burst on top of that. The amount needed to be deposited in order to qualify for this bonus was 20 euros. I was a bit short on my e-wallet so I decided to deposit ten euros without bonus just to play some table games.

The number of table games offered in Thrills casino is just amazing. I think they have the best selection of table games I have seen so far in an no download casino. From 29 different types of black jack I could not decide which one to play sooner. Seriously theses guys have done a great job providing so many games. I started with single deck black jack and later on as my balance got bigger I tried casino holdem and few rounds on roulette. This trip around tables brought me a decent 15 euros profit so I decided to try out their withdrawal system just to see is it good as a rest of the casino.

Whole process went like a charm I received my money 24 hours after I requested it and I was very happy with Thrills withdrawal system. After this successful session I plan to return to this casino with a new bigger deposit so I can play some slot games.

The slot games selection is also enormous andall the best ones are there.This all being said I must reward this casino with ten out of ten stars, keep up the good work thrills team and you will be amongs top ten casinos in all online gambling business in no time.

rumbaba

4/10

Easy to use

Didn't win a bean!

10/10

@ Hi nikita11

Thx for taking your valueable time to put in what you feel about Thrills. Congrats on your winnings btw! We have our 50 day calendar up and running at the moment with new daily offers so I hope to see you again.And yes, can only agree AskGamblers should put us a bit higher on the ranking, but with positive reviews like this I reckon we are on a good way ( =

Thanks once again and enjoy rest of your day!

nikita11

9/10

NetEnt ad Microgaming in one single casino site is paradise for any gambler and this is what Thrills casino has and so there was no saying no them and I joined this casino .

Forums have helped me a lot in past to know about new casinos and I am always registering on nice casinos I find about. They gave me a match up bonus which was really nice of them and then I came to know that I was also going to get some free
spins and I was too happy because free spins is free money and who does not love free money.

Star burst has 100 free spins which I think is a very unique and a very nice offer for us players. They always have some promotions which give us a a lot of money and that is what I love about this casino site.

Mega joke and Irish gold were my favorite slots and I like playing on them a lot. The promotions on some selected slots is like too good and the prize money is also very
big. I believe they deserve a better ranking at the AskGamblers site and need to be at least in top 100 if not top 50.

Support is also nice and up to mark. I had done a deposit of 30 euros and managed to make it 120 euros within a week and then requested a withdrawal as I do not stay long with a single casino and usually take my money when it is over 100. I like that they have nice and fast withdrawing and I got my money withing 20 hours and I was very happy about it.
I thought that they would at least take a couple of days but they were very fast
and I think this is very nice of them and I think new players must try this casino as it has everything you want from a casino.

I would rate this casino site 9 out of 10.

10/10

Hi @vaibhavsingh

First of all, thanks for taking some of your time in order to review us. Really appreciate that!
Glad you are a fan of our wagering free spins. Very few casinos have that and I am really proud to say that we are quite unique with this approach. Our customers love it and we will keep on with this!

I am not quite sure what you meant by that the registration was complicated, but feel free to write me so I can make I got your input correctly. We have our customer service ready and steady from 10-24 every day so I reckon you needed help when nobody was working? Regarding getting more old classics

Our payment team has a deadline for payouts and that is maximum 48. Normally it goes much faster then that. As the user @yapro who got his withdrawal within 2h.

Feel free to PM me with your username on Thrills so I can have a closer look on your case.
Finally thanks for all your input once again, and if anything, I am here to help you and the other
players 24/7:

Regards

BrunoB

vaibhavsingh

6/10

Thrill casino is a part of Betit operations and I must say that they have a combination of deadly duo which is the Microgaming and Net Entertainment soft wares. They have a lot of other soft wares as well but these two are the main focus for me.

They have a typical welcome bonus which is the 100% match up bonus on the first deposit you make with them.The best thing about them is that they offer so many free spins and all the free spins are wagering free so whatever you win from free spins it is all yours and it is real money. That is something not everyone has to offer.

Gold rush was the slot I played all the time but they do not have a very wide variety of games in classic and instead has a lot of video slots which I do not like at all.

Initially this casino room took a lot of time when I had to go through registration and all and I did not like it at all because I do not like waiting so much and specially when there is no one at my assistance and they took 2 days to approve my documents and to give me a green signal.

They have very nice poker games and I just loved Holdem and the variance as in my favor so managed to win some really good money and the cash out process was also very good and fast.

There was a time when some of the slots were running a little slow like lucky diamonds and Irish gold but then it turned out that it was my internet problem and not at all it was the games fault. In this case I troubled the support for nothing but I liked it that they were so patient all the time.

yapro

9/10

Thrills casino is a new casino, which have games from NetEnt and Microgaming, and also I would like to say to this guys few thanks, for following things: for unique promotions, for example right now they run promotion, where players can win 5 big full hd TV, or 1000 euro in cash for each won prize. To win prize player need to get 5 scatters on one of three slots, which are jack and beanstalk, piggy riches, and bloodsuckers.

I run out of money right now, and can't try this promotion, but I think this is really great one and if you reading this I suggest you to try to win this prize. Also they usually giving freespins, which always without wagering. For example, on 9 june if you hit freespins at jack and beanstalk game 5 times, they award you with 100 freespins without wagering, is this not amazing promo?

I played at Thrills casino only two times, because they new casino and I found it probably month ago, and since I am not in good financial standing, I played only twice with 20 euro deposits, but this was really fun and nice, and I did not experience any problems with this guys.

Also had one withdrawal, which was paid within 2 (two) hours without any verification things. Also I see here comment from Bruno, their manager, and this is also very good and big step from them in right direction, if casino want to be on top level and offer top service- they of course should listen players.
I am sorry Bruno, but I rate your amazing casino with only 9 stars. You deserve 10, but my experience not so huge, and I better rate you with 9, and you will create something even much more better. One of the best online casino right now, and of course everything there is fine and fair.

10/10

I will just give a quick introduction of myself so that you are aware that there is somebody that gets all your useful input. My name is Bruno and I am Thrills.com and Superlenny.com rep here at AskGamblers. A little about myself is that I'm Swedish, but with a "exotic background", big fan of gaming, sports and food. Favourite game is at the moment Blood Suckers and Starburst.

I am here to respond on any questions you might have, whether you want to say hi or have something on your mind.

@ Christine1955- Regarding deposit methods= Since we are running our payments department, we have to implement all the payment providers ourselves. In the long run we think being in control of the payments ourselves we can offer a faster and better service. With time we will have all the payment options you can imagine.

katemak