SOLVED - Thrill.Com | Witholding my $20k Deposit. | Weird Practices

[Proller]

TLDR;

Deposited $20k, Won $28K, PC got infected 2 hours later, Lost my GAuth, Verified all details via email, Was asked to get on a brief phone call, False accusations were made with no relevant evidence, forced to turn on my camera to claim my money and verify account details, account access was granted, withdrew all profits, but deposited funds remain in Thrill casino's hands unless I deposit $1 from the deposit addy which was sent from a random exchanger from a friend.

Thrill Username: Poop
Telegram: itsallgonebye


As a avid gambler, I've been playing on Thrill.Com since beta access. Over the 1.5 years, I've accumulated 3m+ wager and thousands in withdrawals/deposits with 0 Issues.

On April 15th, I had deposited $20,000 USDC, and began my gambling session. I had placed a bet of $2600 on Bayern 1x2 at 12x odds closer to the end of the game. The bet went on to win. Please note I had roughly 28,000 USD in profit. 2 Hours later on a group call with friends and randoms, I had clicked a link sent by one of the people on the call and I immediately found out it had infected my PC. I promptly factory reset my PC, and let my Thrill VIP Hosts know via telegram to freeze my account just in case until I got everything in order.

In the process of this, I had accidently erased my GAUTH to my account and I wasn't able to login, I let the Thrill VIP team know that. They told me to email support and they would get me sorted. This is when things got weird

They proceeded to follow up with questions via email to verify ownership of my account throughout April 15th to 18th. I was able to answer them all, as well as deposit $1 from 3 addresses that I had consistently used to deposit since the beginning of signing up.

They then asked for $1 from the most recent deposit address ($20,000 USDC), I began to explain to the Thrill VIP team that I did not have access to this wallet anymore. These funds were from a friend who loaned me, in which he got the deposit from a exchanger and that was out of my control (I had provided evidence for this as well). They sent nearly the exact same email a few times requesting the $1, as if they hadn't read my response to the matter at all.

Thrill suddenly asks for KYC, as well as a $1 deposit from the most recent address

I then questioned the Thrill team, 'how would KYC verify ownership of my account if I had never KYC'ed on their platform before'. They told me this had to be done to move forward with verification of my account. This just seemed predatory to me but I did it anyways.

As I explained earlier I was not able to verify the $1 from the most recent deposit address but I had verified everything else, and now I had provided KYC as well. I asked them for an update a few times during the next 48 hours and finally got a response. Thrill's Head of Operations wanted to have a brief phone call with me and discuss the future of my account. I've never seen this type of protocol before for a missing GAUTH and thought it was crazy, but I agreed anyways; we had a 28 minute phone call the next day.

This was the most bizarre and craziest thing I have ever experienced from a casino.


During this call, I talked to "Terry", he immediately said, "May you turn on your video camera so we know who we are speaking with", which I rejected. He then responded with "to make things clear for you, this conversation is in place to verify account ownership" I proceeded to let him know I wouldn't turn on my camera, and questioned how that would verify account ownership. He told me that he needs to verify the KYC on my account to verify that they are speaking to me and it is my account, I had completed KYC after my account got frozen so how would that prove anything? I answered several questions about my account on call and then things got weird. He accused me of not being the user on the KYC and so I felt forced to turn on my camera so I could move forward with receiving my money. I clearly stated that I would be willing to turn it on for 1 second just to verify and he agreed that this would be satisfactory enough. Once completed, he immediately accused me of having another person in the room and showing their face instead. He then says there's suspicions of account takeover/account sold, IP patterns are different, and wagering patterns are not usual. Hearing these things genuinely confused me, over the last 4 months I had barely gambled other then a $10,000 deposit in the beginning of January. So I was not sure how he could come to a conclusion of these malpractices when I had barely played on the site as of late. Of course I denied these accusations and asked him what evidence he had to be able to say these things. Of course he had nothing to say other then "deposit/wagering" patterns are weird. Which makes absolutely no sense.

I had verified KYC, I had verified account ownership, I have my password, I have the email, I have everything needed to verify my account. Terry refused to be transparent on why I wasn't allowed access to my account, every time I tried to press the topic on his reasonings he avoided answering clearly. This continued on for 20 minutes, the most i got out of Terry was that my IP patterns and deposit patterns were weird. Which is not a excuse to not let me back in my account for losing GAUTH access. This seemed extremely fishy to me.

Shortly after the call had ended I received an email. They had verified account ownership and these are the guidelines they set:

1. Return of Original Deposit - $20,000.00
The deposit of $20,000.00 received on April 15th is scheduled to be returned to the originating sender address from which it was received. This transaction will be initiated after a 7-day holding period.
During this 7-day window, you have the opportunity to verify ownership of the originating wallet.

2. Wagering Requirement - $15,366.00
Of the $20,000.00 deposit, $4,634.00 was wagered during the active session. The remaining $15,366.00 in unwagered deposited funds has been credited to your Thrill wallet and is subject to a 1x rollover requirement before it becomes eligible for withdrawal. This is in line with our standard terms regarding deposited funds that have not been played through.

3. Available Winnings - $11,617.13
The remaining balance of $11,617.13 represents funds that are available for withdrawal. To process this, we will need you to provide a withdrawal address where you would like these funds sent.


Thrill had verified ownership of my account, I was able to continue gambling on their platform, but I would not have access to the original deposited funds. Once given access to my account, I quickly wagered and submitted a request to withdraw the profits I had made, praying that the withdrawal would be approved. Luckily it was. I am now left with 5 days remaining on their timeline, no way to verify my deposit with $1, and money being sent back to a stranger.

The last message I received from them was shortly after the guideline email, where they told me that their decision was final. I have since tried to communicate with the Thrill team via telegram & email on how to proceed with this matter and I have been left in the dark. No response. Just a ticking time bomb.

 I will be out of pocket $20,000.



I hope this sees the right person and I can get my money back in time.

I ask the Thrill team this; Is this normal practice for a simple issue of lost GAUTH ? Are all users told to get on a video call to do a confirmation of KYC? What is the reason behind all of this? I believe that I am being singled out here, that this is only happening to me and other users wouldn't/haven't experienced anything like this before. I truly believe the people on the Thrill team have a prejudice/negative opinion about me, and this is why they are going to these unheard of extents.

[Mahdirakib]

~ but deposited funds remain in Thrill casino's hands unless I deposit $1 from the deposit addy which was sent from a random exchanger from a friend. ~snip~

The situation is very complicated here as you have lost the 2FA system by doing a factory reset. Almost every casino asks users to do similar things when verifying the ownership in this type of situation. Some casinos also allow the user to verify the ownership by providing the screenshot of the withdrawal page if the deposit was made from an exchanger. Exchanger doesn't send the funds from the same address all the time unless they are using a single hot wallet address.

Both representatives of Thrill are inactive here (ThrillCasino & Paney_Thrill). I guess you won't get any help from this forum now for this reason. The KYC verification was unnecessary as your account wasn't verified before, but they might have applied it for security reasons.

[Proller]

~ but deposited funds remain in Thrill casino's hands unless I deposit $1 from the deposit addy which was sent from a random exchanger from a friend. ~snip~

The situation is very complicated here as you have lost the 2FA system by doing a factory reset. Almost every casino asks users to do similar things when verifying the ownership in this type of situation. Some casinos also allow the user to verify the ownership by providing the screenshot of the withdrawal page if the deposit was made from an exchanger. Exchanger doesn't send the funds from the same address all the time unless they are using a single hot wallet address.

Both representatives of Thrill are inactive here (ThrillCasino & Paney_Thrill). I guess you won't get any help from this forum now for this reason. The KYC verification was unnecessary as your account wasn't verified before, but they might have applied it for security reasons.

The situation was quite tricky, but account ownership was verified and i was allowed access back to my account. I just don't see why my deposit has to be refunded, when I am still allowed to gamble, deposit and withdraw on their site.

I did have a response from one of the Thrill support members today, they said they will talk to team and get back to me. Hoping for a cooperative resolution. Will keep this thread updated.

[dimonstration]

The situation was quite tricky, but account ownership was verified and i was allowed access back to my account. I just don't see why my deposit has to be refunded, when I am still allowed to gamble, deposit and withdraw on their site.

I did have a response from one of the Thrill support members today, they said they will talk to team and get back to me. Hoping for a cooperative resolution. Will keep this thread updated.

So in short your problem was already sorted out by the casino already since you mentioned that ownership was already verified.

Your concern now your deposit being refunded while your profit was freeze on your casino account? I think you should update your thread on a short version and remove the details that already resolved to make your concern easy to follow.

So they are not holding anymore your 20K?

[Nathrixxx]

Deposited $20k, Won $28K, PC got infected 2 hours later, Lost my GAuth, Verified all details via email, Was asked to get on a brief phone call, False accusations were made with no relevant evidence, forced to turn on my camera to claim my money and verify account details, account access was granted, withdrew all profits, but deposited funds remain in Thrill casino's hands unless I deposit $1 from the deposit addy which was sent from a random exchanger from a friend.

Though I'm a kind of surprise that you are being asked to go on a telephone call conversation, but I still appreciate the fact that they were able to unlock your account and give you access back even though you were unable to make withdrawal of your main deposit, wild granted you the access to withdraw every other profit, now the issue lies between if you can be able to make the deposit of $1 as requested or try to prove that you are the same user who made the initial deposit and still want to further go on with your account activities, maybe they are doing all this in order for them to be sure that your account is not compromised already on the hands of scammers.

[Proller]

The situation was quite tricky, but account ownership was verified and i was allowed access back to my account. I just don't see why my deposit has to be refunded, when I am still allowed to gamble, deposit and withdraw on their site.

I did have a response from one of the Thrill support members today, they said they will talk to team and get back to me. Hoping for a cooperative resolution. Will keep this thread updated.

So in short your problem was already sorted out by the casino already since you mentioned that ownership was already verified.

Your concern now your deposit being refunded while your profit was freeze on your casino account? I think you should update your thread on a short version and remove the details that already resolved to make your concern easy to follow.

So they are not holding anymore your 20K?

The issue is i dont own/control the wallet that the $20k was deposited from. If refunded that money will be going back to a exchanger. I ask Thrill to make sure the money remains in the account and not to be refunded.

[Proller]

Deposited $20k, Won $28K, PC got infected 2 hours later, Lost my GAuth, Verified all details via email, Was asked to get on a brief phone call, False accusations were made with no relevant evidence, forced to turn on my camera to claim my money and verify account details, account access was granted, withdrew all profits, but deposited funds remain in Thrill casino's hands unless I deposit $1 from the deposit addy which was sent from a random exchanger from a friend.

Though I'm a kind of surprise that you are being asked to go on a telephone call conversation, but I still appreciate the fact that they were able to unlock your account and give you access back even though you were unable to make withdrawal of your main deposit, wild granted you the access to withdraw every other profit, now the issue lies between if you can be able to make the deposit of $1 as requested or try to prove that you are the same user who made the initial deposit and still want to further go on with your account activities, maybe they are doing all this in order for them to be sure that your account is not compromised already on the hands of scammers.

Correct, But i have verified ownership in every single way possible. Including that video call mentioned. I had verified 3 deposit addresses with them dating back to my first deposit. Not to mention my telegram account with months of history with VIP hosts. As well as bet history. I feel that if Thrill thought the account was still handled by a "scammer" they wouldn't of allowed me to withdraw $28,000. I am confused on how I'm allowed this, but I am not allowed to access my deposit.

[holydarkness]

Coming here from your PM.

First of all, don't touch the fund in your account. Perhaps it's even better to leave your account unaccessed for a while though still maintaining and ensuring that the fund in Thrill wallet is still intact. DO NOT withdraw them or use them to gamble to meet the wagering requirement. Treat them like a nuclear.

Second, yes, I am currently trying to reach Thrill, but I wasn't able to get a nudge back. I'll bring your case with the other once I established a connection.

[Zwei]

they are just making things more complicated than it needs to be. if your account was verified, i assume they know beyond any doubt that the account is yours, else they would not give you access to it or pay the wins, so i don't know why they want to refund the deposit.
and i think if they just check the address, they would see it's an exchange address, which would be impossible to verify ownership of.

OP, which exchange is the deposit being sent back to? did you check their policy for situations like this? because if thrill doesn't reverse their decision, you and your friend would need to deal with them directly to get the $20k credited back to his account.

[HyprBet]

Be careful with KYC, I would like to note how being distraught and frantic will cloud judgement. I am not making accusations I am stating facts. When you KYC who are you trusting? Do you believe that you're not a target? Do you trust your credentials will not be sold? A lot of times situations like these are deeper than they look, people wonder, "how did they find me". I will always reiterate, never KYC.

Good luck and stay safe. Use BTCpay whenever available.

[holydarkness]

Be careful with KYC, I would like to note how being distraught and frantic will cloud judgement. I am not making accusations I am stating facts. When you KYC who are you trusting? Do you believe that you're not a target? Do you trust your credentials will not be sold? A lot of times situations like these are deeper than they look, people wonder, "how did they find me". I will always reiterate, never KYC.

Good luck and stay safe. Use BTCpay whenever available.

KYC on most casinos are done by third party [like Veriff], the casino themselves were not storing your data and reviewing your details word-by-word and picture-by-picture per-se. And there are customer data protection like GDPR and her sisters across the world.

Just saying.

[Shishir99]

This case turned out to be a complicated one. I understand that you are correct with your points, but the casino itself is also trying to protect the player's funds, which is why they are maintaining their regular protocol. But as you said, since you do not control the exchange address, there is no way you can send funds from that wallet. This is one of the reasons you should always use self-custodial wallets. I am sure life will teach you more lessons. But we end up repeating the same mistake in the future.

Since holydarkness is already here in this thread, I want to believe that this case will see some light if he gets some response from the casino team. I don't think the casino have any bad intentions. They wouldn't allow you withdraw at all if they had any bad intentions.

[Itz-prisigold]

This whole situation just looks very shady to me. Yeah, I perfectly understand that, casinos have to look after their own interests, particularly when 2FA is lost and there is a lot of money at stake like $20k. KYC, additional verification, even proof of ownership, all that is fine. No one is disputing that.

But where it actually becomes a problem is when the requirements are impossible to fulfil. You have clearly told them that the $20k didn't come from a wallet you own, and you even showed verification. But still they are demanding a $1 transaction from this wallet like they did not even read what you told them, that is not verification at all, they are practically setting you up to fail.

But where it even get weirder and more suspicious is how inconsistency they are. They calm they want to verify you owned the account, but at the same time they; confirm your account, give you access to the system, let you gamble and even let you withdraw your profit. So how are you suddenly not verified enough to get your deposit back?

And claiming that they will send the $20k back to the original address you don't own is not "security", it's just shifting the loss to you.

[Proller]

But where it even get weirder and more suspicious is how inconsistency they are. They calm they want to verify you owned the account, but at the same time they; confirm your account, give you access to the system, let you gamble and even let you withdraw your profit. So how are you suddenly not verified enough to get your deposit back?

And claiming that they will send the $20k back to the original address you don't own is not "security", it's just shifting the loss to you.

Exactly, even after verifying account ownership, granting access, allowing gameplay, and processing withdrawals, they still choose to return the deposit to an address they know I do not control. That means this is no longer about proving ownership, ownership was already established when account access was reinstated. Choosing a refund path they know will financially harm me makes the whole thing look less like security compliance and more like a deliberate attack based on their opinion.

[holydarkness]

[...]
Since holydarkness is already here in this thread, I want to believe that this case will see some light if he gets some response from the casino team. I don't think the casino have any bad intentions. They wouldn't allow you withdraw at all if they had any bad intentions.

That's the problem: I don't. I hit a wall upon contacting one from two that I get. They left me on read through two nudges I gave them. I'll try once again to send another nudge on Monday before considering that bridge as burned and move to the other, less steady, bridge.

Uhh, OP, Proller, post above will serve as my reply to your DM too, about the inactivities.

[Proller]

[...]
Since holydarkness is already here in this thread, I want to believe that this case will see some light if he gets some response from the casino team. I don't think the casino have any bad intentions. They wouldn't allow you withdraw at all if they had any bad intentions.

That's the problem: I don't. I hit a wall upon contacting one from two that I get. They left me on read through two nudges I gave them. I'll try once again to send another nudge on Monday before considering that bridge as burned and move to the other, less steady, bridge.

Uhh, OP, Proller, post above will serve as my reply to your DM too, about the inactivities.

Any luck on contacting them? Its been a standstill from my side as they aren't giving me any responses anymore... Appreciate you trying to help HolyDarkness

[holydarkness]

[...]
Since holydarkness is already here in this thread, I want to believe that this case will see some light if he gets some response from the casino team. I don't think the casino have any bad intentions. They wouldn't allow you withdraw at all if they had any bad intentions.

That's the problem: I don't. I hit a wall upon contacting one from two that I get. They left me on read through two nudges I gave them. I'll try once again to send another nudge on Monday before considering that bridge as burned and move to the other, less steady, bridge.

Uhh, OP, Proller, post above will serve as my reply to your DM too, about the inactivities.

Any luck on contacting them? Its been a standstill from my side as they aren't giving me any responses anymore... Appreciate you trying to help HolyDarkness

I've exhausted my last attempt [I think it is safe to say that after three knocks, if a door stays shut, it's because the door doesn't want to be opened] just now, and all I can do is wait and see if the last knock opened the door. I'll try with the other contact I have, if this one reach a dead-end, but I do think it's useless to try to reach that contact as they'll generally powerless to make any call.

[Shishir99]

I've exhausted my last attempt [I think it is safe to say that after three knocks, if a door stays shut, it's because the door doesn't want to be opened] just now, and all I can do is wait and see if the last knock opened the door. I'll try with the other contact I have, if this one reach a dead-end, but I do think it's useless to try to reach that contact as they'll generally powerless to make any call.

Well, you did your best as I can see. If they do not respond to you, it is their fault. You have always been helpful to the casinos and the players, so I appreciate that you tried multiple times for this case as well. @OP, if the platform itself is not open to discussion or does not want to fix something, then the community cannot do anything except share its opinion. We, as forum members, can suggest what is good and what is bad. It is up to the platform to decide what to do.

If they continue to ignore the community like this, they will become shady at some point and become a platform like BC game, which has hundreds of scam accusations against it, and I am sure it will affect their business in the future.

[Proller]

TLDR;

Deposited $20k, Won $28K, PC got infected 2 hours later, Lost my GAuth, Verified all details via email, Was asked to get on a brief phone call, False accusations were made with no relevant evidence, forced to turn on my camera to claim my money and verify account details, account access was granted, withdrew all profits, but deposited funds remain in Thrill casino's hands unless I deposit $1 from the deposit addy which was sent from a random exchanger from a friend.

Thrill Username: Poop
Telegram: itsallgonebye


As a avid gambler, I've been playing on Thrill.Com since beta access. Over the 1.5 years, I've accumulated 3m+ wager and thousands in withdrawals/deposits with 0 Issues.

On April 15th, I had deposited $20,000 USDC, and began my gambling session. I had placed a bet of $2600 on Bayern 1x2 at 12x odds closer to the end of the game. The bet went on to win. Please note I had roughly 28,000 USD in profit. 2 Hours later on a group call with friends and randoms, I had clicked a link sent by one of the people on the call and I immediately found out it had infected my PC. I promptly factory reset my PC, and let my Thrill VIP Hosts know via telegram to freeze my account just in case until I got everything in order.

In the process of this, I had accidently erased my GAUTH to my account and I wasn't able to login, I let the Thrill VIP team know that. They told me to email support and they would get me sorted. This is when things got weird

They proceeded to follow up with questions via email to verify ownership of my account throughout April 15th to 18th. I was able to answer them all, as well as deposit $1 from 3 addresses that I had consistently used to deposit since the beginning of signing up.

They then asked for $1 from the most recent deposit address ($20,000 USDC), I began to explain to the Thrill VIP team that I did not have access to this wallet anymore. These funds were from a friend who loaned me, in which he got the deposit from a exchanger and that was out of my control (I had provided evidence for this as well). They sent nearly the exact same email a few times requesting the $1, as if they hadn't read my response to the matter at all.

Thrill suddenly asks for KYC, as well as a $1 deposit from the most recent address

I then questioned the Thrill team, 'how would KYC verify ownership of my account if I had never KYC'ed on their platform before'. They told me this had to be done to move forward with verification of my account. This just seemed predatory to me but I did it anyways.

As I explained earlier I was not able to verify the $1 from the most recent deposit address but I had verified everything else, and now I had provided KYC as well. I asked them for an update a few times during the next 48 hours and finally got a response. Thrill's Head of Operations wanted to have a brief phone call with me and discuss the future of my account. I've never seen this type of protocol before for a missing GAUTH and thought it was crazy, but I agreed anyways; we had a 28 minute phone call the next day.

This was the most bizarre and craziest thing I have ever experienced from a casino.


During this call, I talked to "Terry", he immediately said, "May you turn on your video camera so we know who we are speaking with", which I rejected. He then responded with "to make things clear for you, this conversation is in place to verify account ownership" I proceeded to let him know I wouldn't turn on my camera, and questioned how that would verify account ownership. He told me that he needs to verify the KYC on my account to verify that they are speaking to me and it is my account, I had completed KYC after my account got frozen so how would that prove anything? I answered several questions about my account on call and then things got weird. He accused me of not being the user on the KYC and so I felt forced to turn on my camera so I could move forward with receiving my money. I clearly stated that I would be willing to turn it on for 1 second just to verify and he agreed that this would be satisfactory enough. Once completed, he immediately accused me of having another person in the room and showing their face instead. He then says there's suspicions of account takeover/account sold, IP patterns are different, and wagering patterns are not usual. Hearing these things genuinely confused me, over the last 4 months I had barely gambled other then a $10,000 deposit in the beginning of January. So I was not sure how he could come to a conclusion of these malpractices when I had barely played on the site as of late. Of course I denied these accusations and asked him what evidence he had to be able to say these things. Of course he had nothing to say other then "deposit/wagering" patterns are weird. Which makes absolutely no sense.

I had verified KYC, I had verified account ownership, I have my password, I have the email, I have everything needed to verify my account. Terry refused to be transparent on why I wasn't allowed access to my account, every time I tried to press the topic on his reasonings he avoided answering clearly. This continued on for 20 minutes, the most i got out of Terry was that my IP patterns and deposit patterns were weird. Which is not a excuse to not let me back in my account for losing GAUTH access. This seemed extremely fishy to me.

Shortly after the call had ended I received an email. They had verified account ownership and these are the guidelines they set:

1. Return of Original Deposit - $20,000.00
The deposit of $20,000.00 received on April 15th is scheduled to be returned to the originating sender address from which it was received. This transaction will be initiated after a 7-day holding period.
During this 7-day window, you have the opportunity to verify ownership of the originating wallet.

2. Wagering Requirement - $15,366.00
Of the $20,000.00 deposit, $4,634.00 was wagered during the active session. The remaining $15,366.00 in unwagered deposited funds has been credited to your Thrill wallet and is subject to a 1x rollover requirement before it becomes eligible for withdrawal. This is in line with our standard terms regarding deposited funds that have not been played through.

3. Available Winnings - $11,617.13
The remaining balance of $11,617.13 represents funds that are available for withdrawal. To process this, we will need you to provide a withdrawal address where you would like these funds sent.


Thrill had verified ownership of my account, I was able to continue gambling on their platform, but I would not have access to the original deposited funds. Once given access to my account, I quickly wagered and submitted a request to withdraw the profits I had made, praying that the withdrawal would be approved. Luckily it was. I am now left with 5 days remaining on their timeline, no way to verify my deposit with $1, and money being sent back to a stranger.

The last message I received from them was shortly after the guideline email, where they told me that their decision was final. I have since tried to communicate with the Thrill team via telegram & email on how to proceed with this matter and I have been left in the dark. No response. Just a ticking time bomb.

 I will be out of pocket $20,000.



I hope this sees the right person and I can get my money back in time.

I ask the Thrill team this; Is this normal practice for a simple issue of lost GAUTH ? Are all users told to get on a video call to do a confirmation of KYC? What is the reason behind all of this? I believe that I am being singled out here, that this is only happening to me and other users wouldn't/haven't experienced anything like this before. I truly believe the people on the Thrill team have a prejudice/negative opinion about me, and this is why they are going to these unheard of extents.

Issue has been solved, Thrill has returned the money. I thank thrill for the cooperation and the rest of you that tried to help. Thank you

[holydarkness]

Got Thrill rep to respond me as well, privately, and explained the situation around the case. As always, things are more complicated behind the screen and sheet, than what it appeared in public. But well, case seems to be closed and Thrill make a wise move here. OP, please finalize by locking the thread, it's at bottom left of the page.