Thor Casino - Die Gewinne des Spielers wurden eingezogen.

Hello dear Casino Guru Team,

I deposited €200 at Thorcasino for the 5th welcome bonus (100% up to €200).

Previously, I claimed the first welcome bonus with a €200 deposit, then I deposited €20 three times without claiming the second, third, and fourth welcome bonuses.

The bonus terms and conditions for the welcome bonus don't state anything about having to use every bonus. It only requires making four deposits before being eligible for the fifth welcome bonus.

With the 5th welcome bonus, I was able to request a payout of €942.

Shortly afterwards I received an email from Thorcasino:

Hello Theresa,

we are writing to you regarding your recent withdrawal request.

Please be informed you have taken advantage of our Bonus and certain rules apply to it.

To claim 5th deposit bonus from welcome offer it is obligatory to follow exact order of deposit bonuses which also includes 2nd, 3rd and 4th deposit bonus which unfortunately you have skipped.

We went ahead and modified your balance accordingly to your deposit and winnings were forfeited.

Kind regards,

Thorcasino Security

The bonus terms and conditions simply state that you have to make 4 deposits before you can claim the 5th welcome bonus.

Whether or not the previous deposits must be used to claim the bonuses is not clear from the bonus terms and conditions. Only the four previous deposits (excluding winnings) are relevant; whether they were made with or without a bonus is irrelevant.

Nevertheless, my €942 winnings from the 5th welcome bonus were cancelled, and my €200 deposit was credited. Therefore, the "disputed amount" is €742.

Since I cannot understand the casino's decision to cancel my winnings, I have decided to file a complaint with you, hoping that you can help me.

Best regards

Tessa

Hallo liebes Casino Guru Team,

ich habe bei Thorcasino für den 5. Willkommensbonus (100% bis 200€) 200€ eingezahlt.

Zuvor habe ich den 1. Willkommensbonus mit 200€ Einzahlung in Anspruch genommen, danach habe ich jeweils 3x 20€ eingezahlt ohne den 2. , 3. und 4. Willkommensbonus in Anspruch zu nehmen.

In den Bonusbedingungen zu dem Willkommensbonus kann ich nichts dazu finden, dass man zwingend jeden Bonus nutzen muss. Es wird lediglich gefordert 4 Einzahlungen zu tätigen, bevor man den 5. Willkommensbonus nutzen darf.

Mit dem 5. Willkommensbonus konnte ich eine Auszahlung von 942€ beantragen.

Kurz darauf habe ich von Thorcasino eine Email erhalten:

Hello Theresa,

we are writing to you regarding your recent withdrawal request.

Please be informed you have taken advantage of our Bonus and certain rules apply to it.

To claim 5th deposit bonus from welcome offer it is obligatory to follow exact order of deposit bonuses which includes also 2nd, 3rd and 4th deposit bonus which unfortunately you have skipped.

We went ahead and modified your balance accordingly to your deposit and winnings were forfeited.

Kind regards,

Thorcasino Security

In den Bonusbedingungen steht lediglich, dass man 4 Einzahlungen tätigen muss, bevor man den 5. Willkommensbonus in Anspruch nehmen darf.

Ob man mit den vorherigen Einzahlungen die Bonuse nutzen muss oder nicht ist in den Bonusbedingungen nicht ersichtlich. Entscheidend sind nur die 4 vorherigen Einzahlungen (ohne Gewinn), ob mit oder ohne Bonus spielt keine Rolle.

Dennoch wurde mein, im 5. Willkommensbonus Gewinn von 942€ storniert und meine 200€ Einzahlung gutgeschrieben. Damit beläuft sich der "Streitwert" auf 742€.

Da ich die Entscheidung des Casinos, meinen Gewinn zu stornieren nicht nachvollziehen kann, habe ich beschlossen eine Beschwerde bei Ihnen einzureichen, mit der Hoffnung, dass Sie mir weiterhelfen können.

Mit freundlichen Grüßen

Tessa

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Thor Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your player's balance intact, or have you decided to withdraw the returned amount?
• Could you please advise why you haven't activated the 2nd, 3rd, and 4th bonuses, despite being wager-free?
• Could you please share with me your communication with the casino regarding the issue in a format different to plain text? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Hello Tomas,

Thank you for your feedback.

Is your player's balance still available, or have you decided to withdraw the refunded amount?

• The €200 refund is still in my casino player account.

Could you please tell me why you haven't activated the second, third, and fourth bonuses despite meeting the wagering requirements?

• It wasn't explicitly stated that I was obligated to use the bonuses: according to the bonus terms, only four deposits need to be made before the fifth welcome bonus can be used. It wasn't explicitly stated that the bonus had to be activated for all deposits, and I simply wanted to play them with real money because I wanted to try some different games that I wasn't allowed to play with bonus funds.

Could you please send me your communication with the casino regarding this issue in a format other than plain text?

• See screenshots.

Unfortunately, I received no further response from Thorcasino after my email.

Best regards

Tessa

Hallo Tomas,

vielen Dank für Ihre Rückmeldung.

Ist das Guthaben Ihres Spielers noch vorhanden oder haben Sie sich entschieden, den zurückerstatteten Betrag abzuheben?

• Die zurückerstatten 200€ sind noch auf meinem Casino Spielerkonto.

Könnten Sie mir bitte mitteilen, warum Sie den zweiten, dritten und vierten Bonus trotz Umsatzbedingungen nicht aktiviert haben?

• Es ging nicht eindeutig hervor, dass ich die Bonusse verpflichtend nutzen muss: Laut Bonusbedingungen, müssen lediglich vorher 4 Einzahlungen getätigt werden, bevor man den 5. Willommensbonus benutzen darf. Es wird nicht explizit darauf hingewiesen, dass man für alle Einzahlungen den Bonus aktivieren muss und diese wollte ich einfach mit Echtgeld spielen, weil ich Lust drauf hatte ein paar andere Spiele zu spielen die ich mit Bonusgeld nicht spielen durfte.

Könnten Sie mir bitte Ihre Kommunikation mit dem Casino bezüglich dieses Problems in einem anderen Format als Klartext zukommen lassen?

• siehe Screenshots.

nach meiner Email kam leider keine Rückmeldung mehr vom Thorcasino.

Liebe Grüße

Tessa

Dear Tessa20,

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, Michal (michal.v@casino.guru). 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,

Tomas

Hello Tessa20,

My name is Michal, and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I would like to request the presence of a representative from the casino in this conversation.

Dear Thor Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

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.