Thor Casino - A retirada do jogador é confiscada.

I opened an account on the site and requested the THOR1 first deposit bonus, after which I continued playing and requested the rest of the bonuses until I reached the last THOR 5.

I won a few games, totaling 950 BRL.

When I requested the withdrawal, I received an email with some casino rules, but I didn't abuse any of them

I just deposited and got the bonuses

The casino canceled my 950 withdrawal and left only 150 in my account.

I want the full amount of my winnings

Abri conta no site e solicitei o bonus de primeiro deposito THOR1, após isso segui jogando e fui solicitando o restante dos bonus ate chegar no ultimo THOR 5

Consegui algumas vitorias totalizando um valor de 950 BRL

Quando solicitei o saque, recebi um email com algumas regras do casino, mas não abusei de nenhuma delas

Apenas depositei e peguei os bonus

O cassino cancelou meu saque no valor de 950, e deixou somente 150 em minha conta

Quero o valor integral dos meu ganhos

Dear Erck,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you experienced with your withdrawal and bonus winnings.

To better understand your situation and be able to proceed with your case, I would like to kindly ask you a few additional questions:

1. Could you please confirm when exactly you registered your account with the casino?
2. Could you clarify if you completed the account verification process and if the casino confirmed that your account was verified?
3. When you requested your withdrawal, did the casino provide any specific reason why your winnings were canceled, apart from sending you the general rules?
4. Have you used any specific betting strategy, large bet size, or irregular play pattern while using the bonuses?
5. If you had any other relevant communication with the casino apart from the screenshots you already shared, please kindly forward it to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Me registrei dia 26/03/2025

Sim,minha conta foi verificada enviei os documentos tanto no site como no e-mail, realizei até saque já e pagaram normalmente.

Recebi o seguinte email abaixo

we are writing to you regarding your recent withdrawal request. Please be informed you have taken advantage of our Welcome offer and certain rules apply to it.

As per our Bonus Terms and Conditions under section 0.2.2 Welcome offer is valid for all new qualifying customers of Thorcasino for their first five consecutive deposits only.

10.2.2 Welcome offer is valid for all new qualifying customers of Thorcasino for their first five consecutive deposits only as specified below in following order; first deposit with bonus code THOR1, second deposit with bonus code THOR2, third deposit with bonus code THOR3, fourth deposit with bonus code THOR4 and fifth deposit with bonus code THOR5. Should a player violate this rule, he or she will forfeit the bonus as well as any winnings which have resulted from the payout of the bonus or other games which were completed during the violation period. All bonus codes must be used before the confirmation of deposit.

We strongly advise you to read our Bonus Terms and Conditions thoroughly before playing with any bonuses, to avoid unpleasant events like this one.

Kind regards,

Thorcasino Security

Depositei normalmente, não abusei de bônus algum, depósitei 150 com o código THOR5 fiquei com total 150 no saldo real e 150 no bônus, ganhei 270 brl com os 25 giros grátis que eles disponibiliza com isso fiz total de 1100 brl e saquei 950 já que os 150 do bônus desconta.

Dear Erck,

Thank you very much for your reply and for sharing the details of your situation.

To help us fully understand what happened and to proceed with the complaint properly, we would like to kindly ask for one clarification:

• Did you activate and use all five welcome bonuses (THOR1 through THOR5) in the correct, consecutive order?

The casino's rules seem to require that these bonuses are used in order, starting from THOR1. To verify your eligibility and whether there may have been a misunderstanding, it would be extremely helpful if you could forward a screenshot of your full bonus history, showing which codes you used and in which order.

Please send any screenshots or additional details to: petronela.k@casino.guru

Once we receive this, we’ll continue reviewing your case and reach out to the casino if necessary.

Yes, all the bonuses were activated in order, because it's not possible to activate them out of order, the chat attendant helped me activate some of the bonuses

Sim, todos os bônus foram ativados na ordem, até porque não é possível ativa-los fora da ordem, o atendente do chat me ajudou na ativação de alguns dos bônus

Thank you very much, Erck, for providing all the necessary information. I will now transfer your complaint to my colleague, Jozef (jozef.k@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Dear Erck,

Thank you very much for sharing your negative experience. We are now going to reach the casino team.

Hi there,

Please note following player did five deposits of which only 3 deposits were matched to bonuses. Player skipped second and fourth deposit bonus from welcome offer and claimed also another deposit bonus (wednesday deposit bonus).

Players statement; "Yes, all the bonuses were activated in order, because it's not possible to activate them out of order, the chat attendant helped me activate some of the bonuses" it not correct (can be considered as total lie).

Relevant Proof is attached to email sent to jozef.k@casino.guru

Thorcasino Team

The chat assistant activated the bonuses manually, if there had been something wrong with my deposits he wouldn't have activated them, and for what reason was my balance taken from my account? Because so far I don't understand

O atendente do chat ativou os bônus manualmente, se houvesse algo errado com meus depósitos ele não teria os ativado, aliás por qual motivo meu saldo foi retirado da minha conta? Porque até agora não entendi

Dear Thor Casino Team,

Is the player's statement correct that your chat assistant activated those bonuses?

Hi there,

No definitely not, player entered bonus codes manually which is seen from the backoffice.

Thorcasino Team

When bonuses aren't credited automatically, the chat attendant activates them manually, and it still hasn't been explained why my balance was taken from my account

Quando o bônus não é creditado automaticamente o atendente de chat os ativa manualmente, e ainda não foi explicado por que meu saldo foi retirado da minha conta

Dear Erck,

Could you please share any evidence of your communication with the chat assistant? You can send it to my email address: jozef.k@casino.guru.

No, there was no reason for me to take any screenshots or anything like that of the chat, but you can contact the chat yourself at any time, they activate the bonuses manually when they don't fall directly into the account.

But the casino still hasn't explained to me why my balance was confiscated, I'd like to hear from them about that

Não, não havia motivos para eu tirar algum print ou algo parecido do chat, mas você mesmo pode entrar em contato com o chat a qualquer momento, eles ativam os bônus manualmente quando não caem diretamente na conta.

Mas o casino ainda não me explicou por qual motivo meu saldo foi confiscado, gostaria de ouvi-los sobre isso

Dear Erck,

Based on the provided evidence, it appears that you activated only the first deposit bonus, one reload bonus, and the fifth deposit bonus — totaling 3 bonuses. However, in the initial message of this complaint, you mentioned that you claimed all the bonuses from the 1st to the 5th, which would be a total of 5 bonuses.

Could you please clarify this discrepancy? Do you have any evidence proving your claims?

I don't have the requested evidence, but does that give the casino the right to withdraw my winnings?

So far I haven't seen any evidence that the casino has the right to withdraw my winnings.

Não tenho as evidencias solicitadas, mas isso faz com que o cassino tenha direito de retirar meus ganhos ?

Até agora não vi nenhuma evidencia que faça o cassino ter o direito de retirar meus ganhos

I am still in the process of evaluating whether the casino was justified in confiscating your winnings. However, it’s essential that you are completely honest if you want our assistance. If any dishonesty is proven, I will have no choice but to reject your case.

Could you please confirm whether you played using all five bonuses, and if you claimed those bonuses yourself? Additionally, can you explain your actions and why you did not disclose this information truthfully from the beginning?

Horrible experience, I don't want a headache, close the case.

Experiência horrível, não quero ter dor de cabeça encerre o caso.

We’ve rejected this complaint as per the player’s explicit request.

Best regards, Jozef