Mr. Thrills Casino - Запрос игрока на вывод средств был отклонен.

I won £1564 from funds deposited from my own bank account and without using any bonuses. I requested a withdrawal via my own bank account on 29/11/25 which was then cancelled with no reason given on 10/12/25. I have resubmitted the request for withdraw (on 10/12/25) but have still yet to receive my withdrawal. I have passed KYC verification.

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Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the problem you’re experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you made any successful withdrawals from this casino before?
• Have you contacted the casino’s customer support to ask why your previous withdrawal request was cancelled?
• Which payment methods are currently available in your casino account for deposits and withdrawals? Have you used any payment methods other than a bank account?

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

Best regards

Veronika

Good morning. I have not made any withdrawals before. This is my first one. I did a "live chat" to ask why my first withdrawal was cancelled but they said they could not tell me for security reasons. They told me to resubmit the request. The only options available were via bank transfer, crypto wallet or to a Visa card. I don’t have a visa card or crypto wallet so chose the bank account option, it was the same account the deposit came from, I made the initial deposits via Apple Pay or via open banking (all the same account)

Thank you

Hello MK8119,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Ok thanks 🙂

Dear MK8119

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Barbora ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Thank you, just to confirm that I still haven’t received it. I feel like I won’t either 🙁

Hello MK8119,

I’m sorry to hear about the difficulties you’ve been experiencing. My name is Barbora, and I’ll be handling your complaint from this point onward. As a first step, I’ll reach out to a casino representative outside of this thread, since we currently don’t have a direct contact for them. In the meantime, please keep me updated if there are any new developments.

Best regards,

Barbora