Thebes Casino - Аккаунт игрока заблокирован.

Hi there, I had sent all my verification docs and deposited money with thebes casino, previously had one successful withdraw but after a good run of luck doing big bets on a new game i was stoked to get my balance to $16700 and requested cash out on I think 17/12.

After that they have blocked my account and will not respond to any email I send to support or my VIP manager.

I feel like i have just been played by conmen and so crushed i will not get the winnings for christmas i was counting on.

I hope you can help.

thank you so much

Dear abby2k,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please allow me a few questions, so I might better understand the situation. Did the casino confirm your verification was complete before your account was blocked? What were the last messages from the casino you received? How much did you deposit in the casino? Did you achieve your win with or without using bonus money?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hi Tomas thanks for getting back to me, I've included the answers to your questions below:

Did the casino confirm your verification was complete before your account was blocked?

Yes I was verified and had even had a withdrawal of $1000 approved and paid previously.

What were the last messages from the casino you received?

The last email I received from them was from the VIP manager Ron inviting me to a VIP tournament. I haven't received any reply to any of my emails or any explanation or even notification of why they blocked my account.

How much did you deposit in the casino?

I'm not entirely sure since I used vouchers... I think about $2500?

Did you achieve your win with or without using bonus money?

Without, I just started doing bigger and bigger bets and kept winning. I think one win was around $10,000 from a $1000 feature buy, I obviously can't check any of that now though.

Thanks so much

Abby

Thanks abby2k,

Is there any relevant communication between you and the casino you might share? Please forward it to my email at tomas@casino.guru , alternatively post it here.

No there's nothing from them either before or after they banned my account aside from promotional emails.

Thank you very much, abby2k, for providing the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Thanks!

Hello abby2k,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Thebes Casino to join the conversation and participate in the resolution of this complaint.

Dear Thebes Casino,

Can you please clarify the reason for the player's account having been blocked?

Kind regards,

Adam

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.

Do they normally respond? What happens if they don't?

Dear abby2k,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino seems to operate without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I am sorry we could not be of more help on this occasion.

Best regards,

Adam