Thor Casino - Dobici igrača su konfiskovani.

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

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.

If anything seems suspicious, contact us directly.

Stay safe.

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.

Hi there,

Please note player violate following clause from Bonus T&C. To explain further, player made 5 deposits in total and claimed Deposit Bonus from Welcome offer only on his first and fifth deposit. Player skipped 2nd, 3rd and 4th deposit bonus. It means players has only claimed two 100% bonuses and skipped all others.

10.2.2 Welcome offer is valid for all new qualifying customers of Thorcasino for their first five consecutive deposits only as specified below in following order; first deposit with bonus code THOR1, second deposit with bonus code THOR2, third deposit with bonus code THOR3, fourth deposit with bonus code THOR4 and fifth deposit with bonus code THOR5. Should a player violate this rule, he or she will forfeit the bonus as well as any winnings which have resulted from the payout of the bonus or other games which were completed during the violation period. All bonus codes must be used before the confirmation of deposit.

In addition player has received Bonus Revoke statement which disable him from claiming any more deposit bonuses due to abusing behavior on this casino and all other sisters casino operating under same license number.

Thorcasino Team

Hello,

I would like to add an important piece of evidence regarding the casino’s statement. The "Bonus Revoke" notice mentioned by the casino was sent to me only after I had already used the THOR5 bonus and generated the winnings in question.

Most importantly, the casino’s own wording in that email is very clear:

"You are no longer eligible to claim any matching bonuses from now on."

The words "from now on" explicitly indicate that my bonus eligibility was revoked from that point forward, not retroactively.

Therefore, at the time I used THOR5, this bonus restriction was not yet in place. The casino only revoked my eligibility afterwards.

For this reason, I believe it is misleading for the casino to now refer to this Bonus Revoke notice in connection with my previous use of THOR5. A restriction imposed afterwards cannot retroactively establish that I was already prohibited from claiming the bonus at the time I used it.

I am attaching the original Bonus Revoke email as evidence and kindly ask Casino Guru to take particular note of both the timing of the notice and the casino’s explicit wording "from now on" when assessing this case.

Thank you.

Hi there,

Please note Bonus Revoke statement has nothing to do with violation of the clause and complaint. It is added only as additional information about specific player.

Thorcasino Team

Thank you very much for the clarification. However, if the notice regarding the bonus revocation is in no way related to the alleged violation and this complaint, I still wonder why the casino mentioned it at all in its original response—especially in connection with the statement that it was issued due to alleged "abusive behavior."

Such information can clearly create a negative impression of the player and influence the perception of the case, even though it apparently has no relevance whatsoever to the transaction in question or the alleged violation.

I would also like to clarify that I strongly dispute the characterization of my behavior as "abusive." I was a new player and took advantage of a welcome bonus offered to me as a new customer. Simply accepting and using a welcome promotion that a casino makes available to a new player does not, in and of itself, constitute abusive behavior.

If the casino believes that my actual gaming behavior constituted abuse, this would have to be substantiated by concrete facts and not merely by the fact that I claimed the welcome bonuses offered to me.

Since the casino has now explicitly confirmed that the bonus revocation is unrelated to this complaint, I ask that it not be taken into account when assessing the case. The Beu

Dear Thor Casino,

Regarding the rule 10.2.2, it is important to note that this rule specifically addresses consecutive deposits. However, it does not clarify the situation in which players choose only certain bonuses from the five available options. I would like to express the perspective that by not proceeding with the second, third, and fourth bonuses, the player did not gain any undue advantage. Moreover, they effectively fulfilled the requirement for the fifth bonus by activating it in conjunction with the fifth deposit. Would you be willing to reconsider your decision regarding this case?

Hi Michal,

Clause 10.2.2 is written very transparently and clean. It is exactly specified that every deposit should be used with bonus code for example; first deposit with bonus code" THOR1 and then second deposit with bonus code THOR2. We are not talking about "undue" advantage but about violating specification of Welcome Offer and requirements for each deposit bonus.

As already written one of requirements is to use bonus code with each Consecutive deposit

1) as specified below in

2) following order;

first deposit with bonus code THOR1,

second deposit with bonus code THOR2,

third deposit with bonus code THOR3,

fourth deposit with bonus code THOR4 and

fifth deposit with bonus code THOR5.

We kindly ask you to reconsider situation and if needed to talk inside your department. We cant imagine that such decision can stand. Consequently it means that players start claiming only 100% deposit bonuses from welcome offer.

Thorcasino Team

Thank you for your response.

However, I cannot agree with your interpretation of Clause 10.2.2. In my view, the bonus terms do not clearly state that the previous bonus codes THOR1 through THOR4 must have been used in order to qualify for the THOR5 bonus.

The terms do list the individual deposits and assign the respective bonus codes THOR1, THOR2, THOR3, THOR4 and THOR5 to them. However, this does not automatically mean that actually claiming each previous bonus is a mandatory requirement for claiming the subsequent bonus.

The important distinction here is between a "fifth deposit" and a "fifth deposit bonus claimed." If the terms merely state that THOR5 applies to the fifth deposit, then this requirement is fulfilled once four previous deposits have been made. Any additional requirement stating that THOR1 through THOR4 must have been activated or used with those four previous deposits would need to be explicitly and unambiguously stated in the bonus terms.

Especially if the casino intends to use such a requirement as grounds for completely rejecting or cancelling a bonus, this requirement cannot simply be inferred from the order in which the bonus codes are listed.

I therefore kindly ask you once again to identify the exact passage in the bonus terms applicable at the time of my deposit which explicitly states that THOR5 can only be claimed if THOR1, THOR2, THOR3 and THOR4 were each used with the four preceding deposits.

If no such explicit provision exists, I continue to consider this retrospective interpretation to my disadvantage unjustified and kindly ask you to reconsider your decision.

I would like to clarify one important point in my previous response.

I acknowledge that Clause 10.2.2 assigns the bonus codes THOR1, THOR2, THOR3, THOR4 and THOR5 to the first five consecutive deposits in that specific order.

However, the crucial question remains: What exactly constitutes a violation of this rule?

The terms do not explicitly state that choosing not to claim one or more of the previous deposit bonuses constitutes a violation and consequently makes the player ineligible to claim a subsequent bonus.

There is an important distinction between missing or choosing not to claim THOR2, THOR3 or THOR4 and violating a rule that makes the player ineligible to use THOR5 on the fifth deposit.

In fact, Thor Casino itself states in its response that the player "skipped" the bonuses for the second, third and fourth deposits and therefore "missed" those bonuses. This is precisely the issue: Where do the terms state that missing one of these individual bonuses also results in the loss of eligibility for subsequent bonuses, specifically THOR5?

If this was the intended condition of the Welcome Offer, it could and should have been stated clearly – for example, that all five bonuses must be claimed consecutively and that skipping any individual bonus makes the player ineligible for all subsequent bonuses in the Welcome Offer.

I cannot find such an explicit provision in Clause 10.2.2.

I therefore do not dispute that the bonus codes are assigned to the respective deposits in a specific order. What I dispute is Thor Casino’s interpretation that merely not claiming THOR2, THOR3 or THOR4 automatically constitutes a violation and consequently makes the use of THOR5 invalid.

I would therefore kindly ask Thor Casino to identify the exact wording in the terms that clearly informs the player that skipping a previous bonus results in the loss of eligibility for THOR5.

Dear Thor Casino,

Thank you for your response. After carefully reviewing Clause 10.2.2, I must maintain our position that the rule does not clearly state that skipping one of the earlier welcome bonuses automatically makes a player ineligible for all subsequent bonuses.

Although the clause assigns THOR1–THOR5 to the first five deposits in a specific order, it does not explicitly explain that every bonus must be claimed consecutively or that skipping one will result in the forfeiture of winnings from a later bonus. Such a significant consequence should be communicated clearly and unambiguously rather than inferred from the order in which the bonus codes are listed.

The player used THOR5 with their fifth deposit, while the intervening deposits were made with real money. Based on the information available, the player did not obtain an unfair advantage by choosing not to claim the second, third, and fourth bonuses. We therefore consider the complete confiscation of the resulting winnings disproportionate and inconsistent with the principles of fair gambling.

This is not how we believe a casino considered as "Fair" should act. Therefore, I kindly ask you to reconsider the decision and restore the player’s confiscated winnings.

Should the casino maintain its position, the complaint will be closed as unresolved. This will negatively affect the casino’s Safety Index and will also result in the loss of its Fair Casino badge.

I sincerely hope that we can avoid this outcome and resolve the matter fairly. Please let me know your final position.

Hi Michal,

After consideration we have decided to allow player to withdraw entire winnings. In addition we will/have updated Bonus T&C in a way that skipping any deposit will result in forfeit of winnings. We kindly ask you to check Bonus T&C in few days and confirm whether clause 10.2.2 is now fair and clear for such actions.

Players balance is set accordingly and player can conduct withdrawal.

Thorcasino Team

Thank you very much for your response and for taking the time to review the case once again in detail.

I am very pleased that you have decided to allow me to withdraw my winnings in full and to adjust my account balance accordingly.

I would also like to thank Michal and the Casino Guru team for their support and for the fair review of my complaint. I truly appreciate that my concerns were taken seriously and that the bonus terms were examined more closely.

I would also like to thank the Thor Casino team for their cooperation and for updating the terms to make them clearer and more transparent.

Once my balance has been adjusted, I will proceed with the withdrawal accordingly.

Thank you very much to everyone involved for resolving this matter! 😊

Dear Thor Casino,

Thank you for your response and for your commitment to resolving this matter, as well as for your willingness to implement adjustments that I believe will be beneficial for many of your future players. I sincerely appreciate your cooperation throughout this process.

Dear Tessa20,

Could you please inform me as soon as the withdrawal is completed? I would like to close this complaint as resolved once I receive your confirmation. I look forward to hearing from you soon.

Dear Michal,

I am pleased to confirm that the payout was successfully completed and I have received the money.

Thank you again for your support and help throughout this entire case. I truly appreciate your assistance in resolving the matter.

The complaint can therefore be closed as successfully resolved.

Thanks again and all the best! 😊

Kind regards

Tessa

Lieber Michal,

ich freue mich, bestätigen zu können, dass die Auszahlung erfolgreich abgeschlossen wurde und ich das Geld erhalten habe.

Vielen Dank noch einmal für Ihre Unterstützung und Hilfe während des gesamten Falls. Ich weiß Ihre Hilfe bei der Klärung der Angelegenheit wirklich sehr zu schätzen.

Die Beschwerde kann daher als erfolgreich gelöst geschlossen werden.

Nochmals vielen Dank und alles Gute! 😊

Freundliche Grüße

Tessa

Dear Tessa20,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Michal V

Casino.Guru