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Thrills: [solved] Missing player protection at Thrills - no refund

Topic created on 03rd Jan. 2020 | Page: 1 of 1 | Answers: 6 | Views: 1,717
Maekz1990

[solved] Missing player protection at Thrills - no refund

3rd Jan. 2020, at 10:49 am CET#1
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Hello dear Gamble Jpe Team,

I have a negative experience with the license around pay n play Thrills. Here is what happened. By the way, I am addicted to gambling and will stop my gambling completely from 2020.

Thrills refuses to refund my losses even though I believe they have neglected player protection.

I wrote the following message to GutsExpress support on December 22:

"Please Close my Account permanently. Reason gambling addiction.
With kind regards,

Max"

GutsExpress Casino runs on the same license as Thrills.

"MT SecureTrade Limited is licensed and regulated by the Malta Gaming Authority under the following license MGA/CRP/257/2014 MGA/CRP/257/2014 (issued August 1, 2018)."

However, I was still able to play on Thrills after December 22 using the same bank and login details as GutsExpress. You have thus violated your Player protection obligations from December 22 and later. Thrills has formulated the following text in a previous by mail itself before refusing a refund:

"On December 22nd you then asked for a permanent closure within 'GutsXpress' with which it was no longer possible for you to play within our license."

This is not correct. I was still able to make deposits after December 22nd.

So I asked for the refund of all amounts, after the 22nd of December.

I received a refusal based on AGB/MGA guidelines. Can you guys help me? It's about 250-350€ (not sure because I don't have access anymore after I asked)


Thanks a lot and best regards

Max

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Caro
Expert

[solved] Missing player protection at Thrills - no refund

3rd Jan. 2020, at 11:14 am CET#2
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Hello Maeks1990,

i just left you a private message in Communicator

Kind regards Caro

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gagapapamama
Expert

[solved] Missing player protection at Thrills - no refund

3rd Jan. 2020, at 11:25 am CET#3
1 Like

Liked this post: Avatar von bigbig bigbig
You let yourselves be locked and continue to play, and then you demand your money back, in my eyes bad luck.

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illmnzi
Rookie

[solved] Missing player protection at Thrills - no refund

3rd Jan. 2020, at 11:49 am CET#4
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@gaga
Absolutely right that he demands his money back. If one is blocked because of spielsucgt the casino should at least block the account, which should be blocked. This is technically possible and also specified.

You may have very good chances if you turn to the uk gambling commission, before which most casinos have a little more respect.

Sry because of the spelling (mobile)

Good luck!!

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Kleinkariert
Expert

[solved] Missing player protection at Thrills - no refund

3rd Jan. 2020, at 12:43 pm CET#5
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illmnzi wrote on 03.01.2020 at 11:49 am: @gaga
Totally correct that he is asking for his money back. If one is blocked because of spielsucgt the casino should at least block the account, which should be blocked. This is technically possible and also specified.

You may have very good chances if you turn to the uk gambling commission, before which most casinos have a little more respect.

Sry because of the spelling (mobile)

Good luck!!

The cares more about UK players, for us is rather the MGA <zuständig>. Especially individual cases of non-UK players hardly interest the UKGC.</zuständig>

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Maekz1990

[solved] Missing player protection at Thrills - no refund

3rd Jan. 2020, at 01:15 pm CET#6
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Thrills admitted the mistake, then help from Gamble Joe. Awesome. Thanks!

"Vi elen Dank for contacting our customer support again.

After reviewing the available file and facts, I come to the conclusion that a self-exclusion was not performed correctly via the two casino brands Gutsxpress and Thrills, as there are discrepancies in the name, this is related to the Trustly ID used.


With this I fully agree that due to this error in our system you are entitled to a refund of the net Deposit amount of €350,-. This amount has now been paid out by our payment department to your Trustly bank account that we have on file.


We are sorry for the inconvenience caused and wish you all the best.

If you have any further questions, please feel free to contact us by email at any time."

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Caro
Expert

[solved] Missing player protection at Thrills - no refund

3rd Jan. 2020, at 03:06 pm CET#7
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The thread creator has just informed me via Communicator that he has received the refund in the amount of 350EUR. Herewith the case is solved and can be closed.

This topic has been closed

This post has been translated automatically

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