Thunderbolt Casino - Акаунтът на играча е затворен след самоизключване.

Good day Team ,

Before I put a official complaint I want to get some advice first . I self excluded myself from Springbok casinos in South Africa. One of the biggest casino on line . All well … I think after three month ( not sure the date ) I saw good reviews about thunderbolt . Number 4 in Sa. Not knowing that they are 50% springbok with same management. I was able to open account / KYC check with was insane difficult. I deposit won a huge amount of money 146.000 ZAR . And due this insane KyC check I played it ( but on the day I played my last money from jackpot the approved my KYC. Lost the money and after that I deposits more or less 80-000-90000rand myself . Off and on I took a break . Closed account and openend account without any issues. Then it was Dec z I was done and I decided to take a break with Thunderbolt. I filled in the self time out form untill the 24 -1-2025 . Not knowing that I exactly played at Springbok . So far so good . Then it was the 24 Jan I chatted with support to reopen my account . They even sent me a email when I reopen a bonus was waiting . Now suddenly they closed my account ( stated that they did a review ) and they saw that I have a self excluded myself and my account ( no balance ) and not able to open in near future . Please give unnest advice ! 

I will sent the screenshots with . If they checked on springbok , they shouldn’t have me allowed anyway ( because of the self excluded) . I’me furious ( first you are allowed to spent thousands of rands , KyC check , same management , was able to open account . And now using springbok as a excuse . I sent the exact same email to complaint . That if this is the case , I think it’s fair to ask my deposits back . Because there department for account made that mistake then .

I was not aware of this . What do you think about this situation. 

one part is also saying that they have a Curacao licence on there webpage , the chat service is saying they don’t have the same management. They are big in South Africa . Just advice me with the screenshots I sent you if this is fair .

first let someone open a account , while as you do a KYC check you should have seen this .

Then let someone deposit and also his winnings. Approve the KyC on the day I played my winnings . Them multiple times open and reopen without any problems. And now suddenly close is with the rules of Springbok .

no not digging for money . But this is just not right for responsible gambling .

please advice me in this one .

I have much more screenshot if needed . Can only upload for

please let me know in all unnest . Before we go further .

Dear Beast777,

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.

Could you please specify if you ever requested to be self-excluded from Thunderbolt Casino? If so, please forward me the self-exclusion request you sent to this casino. My email address is [email protected].

Could you also please forward me the email from the casino telling you that your account at Thunderbolt Casino will be closed because you had another account closed at Springbok Casino?

Kindly describe the timeline of events when you closed your Springbok Casino account and opened your Thunderbolt Casino account, and when both of your accounts were closed. Include as precise dates as possible.

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

Hi Veronika ,

thanks for coming back . The exact dates I don’t know . I wanted to ask via chat service ( Springbok and Thunderbolt. But they cut me off of the chat service . So I sent them a email both . But I sent you the automated reply that by tommorow I receive a email ( ask I ask for ) the rest of the paper work I sent to you via you’re email . Hope they respond soon .

thanks

Thunderbolt gave this answer . And the request of closing 18 Dec till 24 Jan … you have the paper . In between I often closed it without problems .

Just a moment, please.

The account was opened on the 15th

November 2024 and you requested to have it closed 18/12.2024

waiting for Springbok now .

no deposits from 18 Dec . Untill I suddenly received that email from thunderbolt management. I sent you that one .

Springbok came back

Autumn

Thank you.

You opened an account with us on 04/04/2020 and it was closed on

13/03/2024

@Me

Due self excluded

& Autumn

Have you forgotten the reason that you closed your account?

closed your account?

©Me

can you please answer

₫ Autumn

Please explain further for your reason of the line of questioning

@Me

Because I need this information

• Autumn

This information was emailed to you when your account was closed

OMe

thank you ( never got a email I think

I had a sms .

Dear  Franciscus,

Thank you for your email.

Upon reviewing your request, we would like to clarify the situation. We understand that you previously submitted a self-exclusion form at our sister casino due to lack of free bonuses. However, after reviewing your account, we made the decision to leave your Thunderbolt account open at that time as there were no indicators of a gambling issue.

Subsequently, we see that you chose to close this account. Now that you are requesting to reopen it, we must inform you that, in line with our responsible gaming policies, we cannot reopen an account while there is an active self-exclusion in place. Our records show that you currently have an active self-exclusion at our sister casino, which unfortunately prevents us from proceeding with the reactivation of your account at this time.

Regarding your request for a refund, we regret to inform you that you are not eligible for a refund. The self-exclusion at our sister casino does not impact this casino since there were no issues with your account closure here, we are unable to process a refund.

Best regards,

James 

Responsible Gaming

Thunderbolt Casino 

Hi Veronika ,

Let me know what you think about the answer Thunderbolt gave me ?

regards ,

And also I didn’t closed my account because of a bonus. You overruled you’re own rules in you’re letter for closing account . Thunderbolt is using the rules of springbok . But when there is a complaint suddenly not .

regards ,

Please specify what the balance in your Thunderbolt Casino account was when the casino decided to close it.

Balance was zero …..after thousands of rand deposits . Wich they say was basically not allowed . They didn’t checked at springbok with KYC , but they use now springbok rules. Also who initiated the investigation then ? And basically why now suddenly . After they could have checked it way before . There where enough moments to check at the sister casino ?

I did asked this at thunderbolt ( maybe you will get an answer ? Because they didn’t gave it to me .

Too add , I also ask them about the written rules in there policy and terms. And as last I asked them wich licence they had . May not be the most relevant question. But it’s good to know .

all these questions I asked before I put a complaint, directly to the casino rep . James .

Hi Veronika ,

Also remember is it was the other way around and there where a lot of winnings the casino would have confiscated. The rules are clear.

the casino overruled there own rules . As stated from James . As long there is a running self exclusion with sister casino a other account was not allowed to be open at thunderbolt and accept lots of deposits. That rule they gave as a statement. The KYC is very intensively .

Also closed it because of lack of bonuses is completen nonsense . You can review it because I copied the conversation from

& Autumn

Have you forgotten the reason that you closed your account?

this came from the operated lady from springbok .

I want to highlight what james stated in his reaction from thunderbolt . That I closed the account because of lack of bonuses. Springbok is fully aware why the account was closed !!!!

also there is no written information on you’re webpage Springbok and Thunderbolt about this .

so yes I did sent in 7 days a claim via the email address that you need to use to ask for refunds or problems . But I got a stated email from James . Not sure if he is management. So I want at least my deposits back . You where not suppose to let me open a account at thunderbolt. As you stated in you’re own email .

was not sure if you had this ?

i wonder ( beside the email i got from James ) if there is any interaction about my complaint between GURU and Thunderbolt? I only see that they are not responding very fast , if you look at the old complaints .

regards ,

Dear Beast777,

Thank you for your patience while we reviewed your complaint. After a thorough investigation, we regret to inform you that we are unable to assist further in this matter.

Springbok Casino and Thunderbolt Casino currently operate without a valid license, and their Terms and Conditions do not specify that self-exclusion from one brand automatically applies to any sister casinos. As a result, we do not believe you are entitled to a refund for the deposits you lost at Thunderbolt Casino.

However, we do acknowledge and appreciate the casino’s decision to close your account at Thunderbolt Casino due to responsible gaming concerns. This action can be considered as an act of goodwill, though we cannot hold the casino accountable for not applying self-exclusion to their sister brand sooner.

Since the balance in your account at the time of closure was zero, we are now closing your complaint.

Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards

Veronika