Thunderpick Casino - Spillernes udbetalinger forsinkes af høje omsætningskrav.

I wish to file a complaint against Thunderpick due to the unjustified imposition of wagering requirements on my cash deposits, which have progressively increased from 5x to 10x and now 15x, despite my having already completed KYC verification and never using any bonuses. All my deposits are around $200 USD, and each withdrawal attempt has resulted in losses of between $10 and $50 USD due to trying to meet a wagering requirement that I consider arbitrary and unjustified. I play responsibly in high RTP games like Mines on easy mode, but the platform seems to interpret this as unfounded suspicious activity, using the wagering requirement as a barrier to prevent my withdrawals. Live support only provides generic answers, offers no clear explanations or solutions, and does not justify why the wagering requirement increases with each withdrawal. This severely damages my confidence and makes it virtually impossible to withdraw real funds. I request that CasinoGuru investigate the case and demand that Thunderpick remove the ×15 wagering requirement, as it is disproportionate and disadvantages players who are simply trying to withdraw their own money fairly.

Deseo presentar una queja sobre Thunderpick debido a la imposición injustificada de requisitos de wagering sobre mis depósitos en efectivo, los cuales han aumentado progresivamente de ×5 a ×10 y ahora ×15, a pesar de que ya completé mi verificación KYC y nunca he utilizado bonos. Todos mis depósitos rondan los 200 USD y cada intento de retiro me ha generado pérdidas entre 10 y 50 USD por intentar cumplir un wager que considero arbitrario e improcedente. Juego de forma responsable en modalidades de alto RTP como Mines en modo fácil, pero la plataforma parece interpretar esto como actividad sospechosa sin fundamento, utilizando el wagering como barrera para impedir mis retiros. El soporte en vivo solo da respuestas genéricas, no ofrece explicaciones claras ni soluciones, y no justifica por qué el wagering aumenta con cada retiro. Esto afecta severamente mi confianza y hace prácticamente imposible retirar fondos reales. Solicito que CasinoGuru investigue el caso y exija a Thunderpick eliminar el requisito de wagering ×15, ya que es desproporcionado y perjudica a jugadores que solo buscan retirar su propio dinero de manera justa.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

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Dear Quismi,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Thunderpick Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• Have you passed the KYC verification process, please?
• How long have you been a player at this casino, please?
• Could you please forward all communications you have had with this casino to [email protected]. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

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,

Katarina

Hi, sorry for the delay, I didn't notice the email notification, but to answer your question, yes, I have completed all the KYC because before a withdrawal, my account was banned, they sent me a KYC email, and after completing it, they sent me the first x10 wager they imposed on me.

And answering the second question, I've been playing for approximately one month.

I will be sending everything to your email, thank you very much for taking my case Miss Katarina, I await your response.

Hola, disculpe la demora, no me percate de la notificación por correo, pero respondiendo a su pregunta si tengo todo el kyc completo porque antes de un retiro, me banearon la cuenta, me mandaron un correo de kyc y luego de completarlo me mandaron el primer wager de x10 que me imponieron.

Y respondiendo a la segunda pregunta, llevo jugando el aproximado tiempo de un mes

Le estaré enviando todo a su correo, muchas gracias por llevar mi caso señorita Katarina, espero atentamente su respuesta.

Dear Quismi,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Mirka ([email protected]), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Katarina

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Thunderpick Casino representative to join this conversation.

Dear Thunderpick Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

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.

Dear player,

Unfortunately, we regret to inform you that we are unable to assist further with your complaint. Thunderpick Casino has not responded to complaints on our platform, and in the past, they have failed to provide sufficient evidence. Given their lack of cooperation, we will mark your complaint as unresolved, which will impact their safety rating.

The casino has requested that any complaints be sent directly to their customer service team at [email protected], with the option to escalate the matter to a Customer Service Supervisor if needed.

19.2 We prefer to deal with disputes internally in accordance with the above procedure. If you are not satisfied with the resolution of your complaint, you can also direct your complaint to the Dispute Resolution Office (DRO). Complaints must be submitted not less than seven days and not more than six months after the date on which the subject of the complaint first arose. To contact the DRO, Click HERE.

Additionally, I recommend you contact the Curaçao Gaming Authority (https://www.gamingcontrolcuracao.org/contact) and try to submit a complaint to them. Although the Gaming Authority states it won't handle disputes between players and operators, it still may be helpful to contact them.

We are truly sorry that we cannot do more in this situation. We recommend contacting Thunderpick directly as outlined in their terms and escalating your complaint if necessary.

We wish you the best of luck and hope you are able to resolve this matter.

Best regards,

Mirka