Thor Casino - Os ganhos de bônus do jogador foram anulados.

I made a deposit of 100 euros, after playing a large amount without having touched the bonus when it was unlocked and they told me that I had to bet 100 x 5, an amount more than exceeded in the game, after several contacts with the chat service, I decide to withdraw my winnings, giving up the bonus that was not converted no matter how much I played. When making the withdrawal, they discount the amount of the bonus of 100 euros, which I do not question.

I request two withdrawals of 1000 euros each and after a while I see that they go from being processed to being cancelled, according to them because in two games I made bets that exceeded 4 euros and it was not compatible with the bonus that I had already given up.

They have stolen 2000 euros.

Realice un ingreso de 100 euros , después de llevar jugado gran importe sin haber tocado el bono cuando se desbloqueaba y me contestaron que tenía que apostar 100 x 5 , importe más que superado en el juego, después de varios contactos con el servicio de chat, me decido a realizar la retirada de mis ganancias renunciando al bono que no se convertía por más que jugaba. Al realizar la retirada me descuentan el importe del bono de 100 euros cosa que no cuestiono.

Solicito dos retiradas de cada una de 1000 euros y pasado un tiempo veo que pasan de procesados a ser cancelados, según ellos porque en dos juegos realice apuestas que superaban los 4 euros y no era compatible con el bono al cual ya había renunciado.

han robado 2000 euros.

Dear Cosmopolita,

Thank you very much for submitting your complaint and forwarding all the relevant communication. I’m sorry to hear about the issue and understand your frustration.

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not a standard practice yet.

Please do not hesitate to forward your game history along with any relevant communication to petronela.k@casino.guru if you feel that you’ve been accused mistakenly.

I hope we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

The profits were not obtained with the bonus, so it is impossible to breach the terms of the

lkslo. What if it is breached by doe

casino is the non-release of the bonus even when the game is fulfilled. If the bonus is waived, its conditions are not applied.

you do not have access to the bonus advance nor can you check your game history, they are not transparent, they play with that to deceive

Las ganancias no fueron obtenidas con el bono, luego es imposible incumplir términos del

lkslo. Lo que si se incumple por parte doe

casino es la no liberación del bono aún cuando se cumple con el juego. Si se renuncia al bono no hay aplicación de sus condiciones.

no se tiene acceso al avance del bono ni puedes comprobar tu historico de juego, no son transparentes, juegan con eso para engañar

Thank you very much, Cosmopolita, for providing all the necessary information. I will now transfer your complaint to my colleague Martin (martin.d@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello Cosmopolita!

From now on, I will take care of your complaint. I would like to invite representatives of Thor Slots Casino into this complaint in order to help us with resolving the issue.

ok i want transparency

Bien, yo quiero transparencia

Hello,

Thank you for getting in touch, I'm sorry to hear you have experienced issues with our site www.thorslots.com. Please could you confirm the username to which you registered your account as I have tried searching the one mentioned next to 'Player ID' and it hasn't produced any results for our database.

Once confirmed I will be able to highlight the issue to customer support.

Kind regards,

The Thor Slots Team

Good afternoon, my user Nuria74, I was assigned a deposit bonus and after asking when the chat bonus was converted to customer service, they told me that it was the amount of the bonus for 5, that is, 100 x 5 would be 500 euros. After having exceeded the s game by far, the bonus does not convert as from the beginning of the game I had a profit. I was playing with my bulk and their respective earnings, I ask again via chat and they still tell me that the bonus is not active, and that if I want to withdraw they will discount the amount of the bonus, that is why I decide to withdraw my earnings and lose 100 euros.

I have requested the history of my game that is not accessible and they do not send it..

I want this to go private, confidential data is being given

Buenas tardes mi usuario Nuria74 ,se me asignó un bono por ingreso y después de preguntar cuando se convertía el bono por chat a atención al cliente me indicaron que era el importe del bono por 5 es decir 100 x5 serían 500 euros. Después de d haber superado con creces el s juego el bono no se convierte como desde el principio del juego tuve ganancia. Estuve jugando con mi grueso y sus respectivas ganancias vuelvo a preguntar por chat y me dicen todavía que no l bono sta activo, y que si quiero retira me descuentan el importe del bono, es por ello qu decido retirar mis ganancia y perder 100 euros.

he solicitado a l histórico de mi juego que no es accesible y no lo envían..

quiero que pase a privado esto se están dando datos confidenciales

Dear Cosmopolita,

Could you please provide us with the link of the casino you have played in?

https://www.thorcasino.com

Thank you Cosmopolita, it seems that you have chosen a different casino with similar name for your complaint. I will now adjust the change in our system and contact the representatives of Thor Casino, in order to proceed with the resolution.

The address that I have provided corresponds to those who answer is the casino THOR casino

La dirección que os he facilitado corresponde a los que contestan es el casino THOR casino

Hi there,

Player under username Nuria74 did one deposit to our casino of 100 eur which was matched with 1st deposit bonus.

Player placed many bets over max allowed bet of 4 eur with active bonus so winnings were confiscated after security check at the time of withdrawal request.

Proofs of bonus t&c violations will be send seperately on request of casino.guru.

Thank you for understanding

Thorcasino Team

No, bets were placed once the bonus was waived and withdrawals were accepted or later cancelled.

No, se realizaron apuestas una vez se renunció al bono y las retiradas fueron aceptadas u ppsgeriormente canceladas

Dear Thorcasino Team,

Thank you for your entry into the discussion. Please, send the supporting evidence to my email address: martin.d@casino.guru.

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

They can not prove what they say that sums up in mals

practice, basically "theft"

No pueden demostrar lo que dicen que se resume en mals

practica , básicamente "robo"

Hi Martin,

We have sent email to martin.d@casino.guru on 22. 12. 2022 09:44 GMT + 1h

Looking forward for your response.

Thorcasino Team

Dear Thor Casino,

Firstly, please let me apologize for a delayed reply. I'd like to kindly ask you to provide us with the whole betting history of the player during the bonus in question was in play. Please, you can use the same email address as you did when sending the first batch of supporting documentation.

Hi Martin,

Do you need betting history for every slot which has been played during bonus or just history for particular slot where over max bet had happened?

I would like them to show that the bonus was not converted when it should have been converted when betting 100x5, that is, 500 euros and of course exceeding the bet limit.

me gustaría que demostraran que el bono no se convirtió cuando se tenía que que haber convertido al apostar 100x 5 , es decir los 500 euros y por supuesto que superar el límite de apuesta .

Hi Nuria74,

Please note our deposit bonuses comes with No Wager Requirements so you can request withdraw any time you want. Bonus is active until withdrawal is processed.

About 5 times rollover of deposit has nothing to with deposit bonus as its solely there due to AML policy.

Martin,

When you decide to open complaint against our casino at least we expect that you read our casino bonus T&C. This way you should know that all our deposit bonuses have a maximum withdrawal amount of 5 times deposit amount. Amount of this complaint is not 2000 eur but 500. It is not important really but some level of profesionalism should be presented if you want that we answer on complaint.

I made a cash withdrawal giving up the bonus. With which it makes no sense to penalize him.

I consulted with your customer service and they told me that I had to bet the amount invested for 5 .

You have committed an armed robbery or, as they say, theft of profits.

Hice una retirada de efectivo renunciando al bono. Con lo cual no tiene sentido que le penalización .

consilte con vuestro servicio de atención al cliente y me dijeron que tenía que apostar la cantidad invertida por 5 .

habéis hecho un atraco a mano armada o como bien se dice robo de ganancias.

Dear Cosmopolita,

Could you please provide me with any kind of chat history regarding their suggestion to place €5 bets?

I do not have access to any history, they do not have that option enabled

What the casino can provide are the chat conversations I had with their customer service where they see how the bonus was released.

When I saw that after a long time playing, having exceeded the amount that they said was needed to release 500 euros, I proceeded to withdraw my money and they would leave me withdrawn if I lost 100 euros of that balance, so I did. Then I canceled that withdrawal and played and that's when I made big bets.

It went wrong for them, I had profits of 2000 euros and they didn't want to. To pay

Yo no tengo acceso a ningún historial no tienen habiltada esa opcion

lo que puede proporcionar el casino son las conversaciones por chat que mantuve con su servicio de atención al cliente donde consulte como se liberaba el bono .

cuando vi que después de mucho tiempo jugando habiendo superado la cantidad que decían que se necesitaba para liberar de 500 euros procedí a retirar mi dinero y me dejaran retirado si de ese saldo perdía 100 euros así lo hice. Después cancele esa retirada y juegue y ahí es cuando hice apuestas elevadas.

les salió mal , tuve ganancias por 2000 euros y no quisieron. Pagar

Hello Cosmopolita!

Thank you for your response. I would like to inform you that I am awaiting some more information from the casino currently. Once I'll be able to receive all the necessary information and review them, I will let you know.

Martín you have modified the amount to claim, my claim is 2000 euros of earnings that they did not allow me. Withdraw .

Martín habéis modificado el importe a reclamar, mi reclamación son 2000 euros de ganancias que no me permitieron. Retirar .

Dear Cosmopolita,

Please note, the terms and conditions of the bonus you have claimed are very clear in this regards, maximum amount you would be able to withdraw would be only €500. This was also mentioned earlier by the casino's representatives earlier in their replies. I'd like to also highlight the fact that the casino have already provided us with proof of your bets being above the maximum bet limit, a rule which we are obliged to respect. Anyway, in order to avoid any sort of confusion, I have asked the casino to provide us with more details and information.

If it were so. Or it should allow withdrawing amount greater than the bonus.

The fact is that they give a bonus that is never converted even if you make the minimum bets and they claim to block withdrawals for exceeding bets.

There is a continuous ban on the player and it is not a "fair game" if the bonus is converted restrictions should no longer be applied to it, the problem is that not converting the bonus is how those restrictions can be applied,

Si fuera así. O debería permitir retirar cantidad superior al bono.

el caso es que dan un bono que no se convierte nunca aunque hagas las apuestas mínimas y alegan bloquear retiradas por superar apuestas.

mes un bloqueo continuo al jugador y no es un "juego limpio" si el bono se convierte ya no se debería aplicar restricciones del Mismo el problema es que no convierte do el bono es como pueden aplicar esas restricciones ,

I am still waiting for an answer

Sigo esperando una respuesta

Dear Cosmopolita,

Please accept my apologies for a delayed reply. The casino has provided us with all the supporting evidence needed to conclude this case. As I have previously mentioned, the bonus terms and conditions of maximum bets were breached. Although I am very sorry that this would not solve your issue, we are obliged to accept and respect such rules in casinos.

Unfortunately, we are not able to support you in this case and this complaint will be soon closed. Is there anything else we'd be able to help you with?

Dear Cosmopolita,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I am not satisfied with the management that you have carried out of the complaint because concepts have been mixed.

No estoy conforme con la gestión que habéis realizado de la queja porque se han mezclado conceptos.

Dear Cosmopolita,

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.