FURIOUS with Thrills casino

AC7X

Full Member
PABinit
Joined
Oct 12, 2012
Location
Scotland
That is a huge amount of anxiety over a bank statement? I'm confused in why? You have spent more time stressing out over providing bank statements that Im sure in the scheme of things, they really don't care about your day to day activities. They see them on a day to day basis. Sorta like a Gynecologist, you've seen one, you've seen them all. It could of been solved by now. Makes no sense to me.

A few reasons:

1. It's the principle (there's actually almost nothing on the statement besides the gambling transactions - couple of bits and piece from Amazon and some shopping). I don't recognise THRILLS.COM as an authority with the power to demand sight of such documents.

2. Why am I fixing their problem? I've brought an error to their attention and their position is to demand access to personal documentation; despite my having given them adequate information already to identify and correct that error. They have not even given me the courtesy of explaining why they need the bank statement or what it will prove. It's lazy and incompetent.

3. I don't trust that an online casino operating out of who knows where has robust data protection processes in place or properly trained and vetted staff, to be frank.

I don't know, but as I said they can't refund without a bankstatement. They also wrote that he could blank out everything else so he could just send one in.

I have read the thread from the start and I've read people complaints about issues like this now for nine years. It will always be solved at the end but some people have to wait up to 30 days, and he have been given the advice several times in this thread to be patent.
You actually have no idea if he is even telling the truth. You just always choose to side with the player.

Well, in the first instance they said it had to be un-redacted. Then they said they were investigating with the ARNs I provided. Then they said they needed a statement or they couldn't continue (and would presumably just keep my money). Then they promised it would be resolved the next day. Then it wasn't. Then they said I could send in a redacted statement and that someone from anoother team would be in touch. Then no-one was in touch. And now the same person has been in touch to ask for the statement again. It's absolutely BONKERS.

Also - why can they not refund without a statement? I have given them the ARNs to match against the deposits. If they check they will find that they have five lots of money going into their account but only four lots of money being credited to my player account. Pretty simple, no?

Anyway, you'll be happy to know that I have since screenshotted the bank statement, redacted all other transactions, and sent it to the casino. Although I'm quite sure they will find fault with it.

And to be clear: my belief is that this was a system error and not that the casino deliberately took extra from my card; my gripe is with their seeming inability to resolve what should be a straightforward fix - or really to do anything other than repeatedly request a bank statement. I also 100% believe that if I hadn't checked my bank account immediately after the session and noticed then this money would never have been returned to me or picked up on by the casino. And by extension, I believe this has happened to other players and has gone unnoticed. Check your statements, people.
 

AC7X

Full Member
PABinit
Joined
Oct 12, 2012
Location
Scotland
This is getting laughable.

E-mail sent at 8:09PM on 19 May (emphasis added):

Hello XXXXXX,


Hope this message finds you well.


As per the email I sent you yesterday, could you kindly send us a bank statement with the debit you are referring to, so we could send this forward to our relevant department. Please send this as an attachment in the response to this email.


You are more than entitled to cover all other transactions.


I wish you a nice weekend!


Best regards


Jenny

Team Leader

You do not have permission to view link Log in or register now.



So I sent the statement as an attachment in the reply. Begrudgingly. I wake up to this e-mail this morning:


Hello XXXXXX,


Thank you for your email.


We apologize as we do not accept documents to this email address for our customers own security.


As of this we kindly ask you to forward this on to [email protected]


We thank you for your patience whilst we handle this process, should you require any further assistance. Please do not hesitate to contact our dedicated support team available 24/7.


Best regards


Lawrence

Support Advisor

You do not have permission to view link Log in or register now.


Nowhere else have I ever dealt with such an incompetent organisation (and my phone contract is with Vodafone, for Christ's sake). I can almost see the funny side at this stage.

So I've sent the statement to the "secure" e-mail address now (why they couldn't have just forwarded it from the "unsecure" address after they already had it baffles me) - so send the damn refund already and let us all get on with our lives, eh?
 

Tirilej

Still a Lady
CAG
MM
Joined
Apr 18, 2009
Location
Sweden
That was a bit funny :D I wonder if Jenny and Lawrence ever have met :p

I do hope you'll get that money.
 

zap987

Meister Member
PABnononaccred2
Joined
Jul 22, 2004
Location
Sweden
2. Why am I fixing their problem? I've brought an error to their attention and their position is to demand access to personal documentation; despite my having given them adequate information already to identify and correct that error. They have not even given me the courtesy of explaining why they need the bank statement or what it will prove. It's lazy and incompetent

While Thrills certainly could handle this better, not accepting documents because of wrong email used is just silly, you seem to be under the assumption that they have your money and that it's their problem, when that's just not true. Imagine you put the money in an envelope instead and mailed it to them, and it never arrived. That's what seems to have happened here, the money left your account and didn't arrive at theirs. It happens, and it's going to take a while to find, stop screaming and work with them and it will be solved.
 

Slottery

Senior Member
PABnoaccred
MM
Joined
Aug 21, 2017
Location
Malta
Sometimes just wondering (not really only on this topic, but many have been reading there and then) how drama queens casino players seem to be, with full right that of course :) Would probably get heart attack quite young age (already i guess) if would be stressing all things what have been "End of the World threads" here... Even though if really want problem to be solved, trying to cooperate with casino who trying to sort out problem even with several things haven't dealt proper way, would at least for me save loads of energy instead of using it for posting here and get more frustrated.... But we all are different and everybody have their own decision.

Hope this and all other issues get sorted and life can continue stress free after :)
 

AC7X

Full Member
PABinit
Joined
Oct 12, 2012
Location
Scotland
While Thrills certainly could handle this better, not accepting documents because of wrong email used is just silly, you seem to be under the assumption that they have your money and that it's their problem, when that's just not true. Imagine you put the money in an envelope instead and mailed it to them, and it never arrived. That's what seems to have happened here, the money left your account and didn't arrive at theirs. It happens, and it's going to take a while to find, stop screaming and work with them and it will be solved.

I don't think this analogy is correct. The money is not missing in the electronic post; that doesn't happen. As confirmed by my bank. The casino have never stated this to be the case, either; they've just demanded to see my bank statement over and over.

Sometimes just wondering (not really only on this topic, but many have been reading there and then) how drama queens casino players seem to be, with full right that of course :) Would probably get heart attack quite young age (already i guess) if would be stressing all things what have been "End of the World threads" here... Even though if really want problem to be solved, trying to cooperate with casino who trying to sort out problem even with several things haven't dealt proper way, would at least for me save loads of energy instead of using it for posting here and get more frustrated.... But we all are different and everybody have their own decision.

Hope this and all other issues get sorted and life can continue stress free after :)

I think most people can relate to the frustration of dealing with companies with poor customer service. I think that is naturally exacerbated when that poor customer service puts you at a financial disadvantage. And all of that is compounded by the fact that I legitimately lost £400 at their casino with very limited playtime/value - so not only was the gambling bender a bad experience but there's been a 3-week hangover of trying to sort shit out.

Also I raise a larger point - this happened to me and I noticed. It will have happened to hundreds of other players over the years, many of whom will not have noticed. This is supposed to be a player advocate forum. Why does this not concern you?
 

SpinUk

Meister Member
PABnonaccred
MM
Joined
Oct 10, 2012
Location
London
Sometimes just wondering (not really only on this topic, but many have been reading there and then) how drama queens casino players seem to be, with full right that of course :) Would probably get heart attack quite young age (already i guess) if would be stressing all things what have been "End of the World threads" here... Even though if really want problem to be solved, trying to cooperate with casino who trying to sort out problem even with several things haven't dealt proper way, would at least for me save loads of energy instead of using it for posting here and get more frustrated.... But we all are different and everybody have their own decision.

Hope this and all other issues get sorted and life can continue stress free after :)

People get very emotional when money is involved generally, especially on the back of a losing streak.

I dont get why Thrills just wouldnt investigate the ARN without the Bank Statement. The ARN will confirm STP of that payment end to end from the players bank account to Thrills.

They literally need nothing else.

Instead they would not entertain an investigation without a bank statement.

Arrogant much?

Just so you know - a chargeback would cost Thrills about £600 and shitloads of admin to sort out, which wouldn’t be so great when the shoes on the other foot - no?

Hence the OP’s frustration.
 

Slottery

Senior Member
PABnoaccred
MM
Joined
Aug 21, 2017
Location
Malta
People get very emotional when money is involved generally, especially on the back of a losing streak.

I dont get why Thrills just wouldnt investigate the ARN without the Bank Statement. The ARN will confirm STP of that payment end to end from the players bank account to Thrills.

They literally need nothing else.

Instead they would not entertain an investigation without a bank statement.

Arrogant much?

Just so you know - a chargeback would cost Thrills about £600 and shitloads of admin to sort out, which wouldn’t be so great when the shoes on the other foot - no?

Hence the OP’s frustration.

Fully understand frustration but maybe not level of it, but as said, all react these kind of issues individual way. ARN might not always help if payment haven't reach casino but is somewhere in the loop in internet as suggested in few earlier posts as well and if some payment provider at some point on the way is demanding bank statement to investigate matter further, it can be possibly hard to get anywhere without it. Still wouldn't bet my whole years salary that transaction can't bounce back to OP:s account, as in some earlier posts mentioned, it can sometimes take quite a many bank days, depending banks and where it's stuck.

Hope it get solved soonest.
 

AC7X

Full Member
PABinit
Joined
Oct 12, 2012
Location
Scotland
As expected, the bank statement is not acceptable. I sent a screenshot from my online statement (I don't receive paper statements) but it doesn't show my name. That's the way my bank statement is displayed (First Direct).

Is this the time to contact my bank's fraud department to request a chargeback as I am getting nowhere?
 

colinsunderland

Experienced Member
webmeister
MM
Joined
Jan 28, 2016
Location
uk
Yes, I would chargeback now without a second thought.
There's no reason they need a bank statement, but to then reject it, I wouldn't waste more time with them. It's not kyc, all they needed was the transaction. What reason did they give?
 

Tirilej

Still a Lady
CAG
MM
Joined
Apr 18, 2009
Location
Sweden
People have adviced you that it can take up to 30 days.
How many days have it been now? You started the thread a week ago? I wouldn't do a chargeback if I were you.
 

AC7X

Full Member
PABinit
Joined
Oct 12, 2012
Location
Scotland
They never gave a reason, just stated they could not investigate without a bank statement.

The deposits were made on the 7th of May and the transactions appeared on my statement on the 8th of May, so it has not been 30 days yet. Part of my concern is that there is a time limit during which my bank can take any action to recover the stolen funds and that time may pass and leave me with no other recourse.

As I am getting nowhere with the CM Rep (ignores my PMs), I will post some very simple questions here in the hope of receiving a reply. @ThrillsRep – please feel free to answer via PM or alternatively you have my permission to answer in the open forum.

1. Can you confirm that amounts totalling £400 were credited to my Thrills.com account on the 7th of May? (in the amounts of £50, £100, £100, £150)

2. Can you advise what steps you have taken so far to identify the “missing” £100 transaction using the ARNs I provided? What have your findings been?

3. Are you able to confirm that you received deposits totalling £500 from my debit card ending 7467 on the 7th of May? If not – what does your information show?

4. Can you confirm that you have a photograph of this debit card on file and that this photograph shows the same account number as shown on the screenshot of my bank statement, thereby confirming that the transactions relate to that card?

5. Can you confirm the current balance of my (now self-excluded) Thrills.com account? (Perhaps the transaction was delayed and is now in my balance).

6. Can you advise what steps you are now taking to help resolve this situation?

It seems to me that there is a very simple way to investigate this claim but no-one at Thrills has provided me an explanation as to what steps are being taken or why something cannot be done with the existing information. My feeling is that it has not been escalated at all and low-level CSR staff are dealing with this using “scripted” responses rather than addressing the issue holistically with all of the pertinent information available.

Question for the forum (not sure if this is allowed):

How do I go about raising a chargeback? Do I need to report the transaction as fraudulent? Presumably you can’t just demand a refund for things you don’t feel like paying for anymore.

I haven’t raised a PAB since I don’t feel like this is an issue of “fair play” that needs to be arbitrated, but Bryan/Max if you’re able to weigh in I’d be happy to hear what you have to say also.

Thanks for your assistance, CM members.
 

pinnit2014

Meister Member
PABnoaccred
mm1
Joined
Dec 13, 2014
Location
Glasgow and Home - N Ireland
You’ve 120 days for chargeback....each banks is different but I’d imagine It would fall under non delivery of goods/services, rather than fraud.

If you decide to do it there’s a tool on which’s site that will take you through it (Rbs have theirs online so FD May have as well)
 

robby811

Hottie Tottie Meister
Joined
Dec 21, 2016
Location
Germany
As expected, the bank statement is not acceptable. I sent a screenshot from my online statement (I don't receive paper statements) but it doesn't show my name. That's the way my bank statement is displayed (First Direct).

Is this the time to contact my bank's fraud department to request a chargeback as I am getting nowhere?

In Germany we have also Automates with a Printer where you can get the lastet Bankstatement printed , mostly left or right besight the Cashautomat to find and on the 1 st site is always the Adress frin the Acc onwner.

kontoauszug-2.jpg
 

SpinUk

Meister Member
PABnonaccred
MM
Joined
Oct 10, 2012
Location
London
Yes charge it back. Thrills made their own mess here.

Without giving too much away, with an ARN I can confirm you can find out within about 20 seconds STP for that payment i.e exactly where/when it left and its final destination. If their relationships is so bad with their payments providor that that they can’t give them a quick call to check this for you without a bank statement, that’s their look-out.

Ok for a chargeback phone your banking customer service, explain beneficiary (thrills) claiming non-reciept and cannot trace the payment. You will get the funds back in your account normally the same day. Thrills will go ballisitic at that point, as they get a hefty charge and can only have a very small percentage of chargebacks a year without incurring further fees, but you have given them ample opportunity to sort it out.
 

flyingguy

Full Member
Joined
Aug 13, 2015
Location
London
If it's of any comfort to the OP, this has happened to me a couple of times over the years and I always got my money back. The worst was with Midaur who took double of every deposit I made, though only half showed in my account. It's normally the payment processor that accepts the payment, and the link between them and the casino at the time of the transaction is momentarily lost. It usually takes up to 5 working days for the processor to account for the rogue deposits with no where to go, and then another 3-5 days to be refunded. Its the advantage electronic payments these days, they can always be traced somewhere. If Thrills can't see it on their side, then they need to contact the payment company, though I guess they want to see a bank statement to help them actually find the transaction amongst the thousands received each day.
 

Valhalla

The Professional
Joined
Jan 17, 2014
Location
Northern Ireland
Christ alive it is like a bloody SOAP OPERA :rolleyes:

Thrills have all the information they need to locate this/these payment(s), there is absolutely no reason for them to be dragging their feet and refusing to investigate.
This is dreadful customer service from start to finish. For the love of God do a chargeback, end this nonsense, and then Thrills can deal with the repercussions of their own ineptitude.
 

colinsunderland

Experienced Member
webmeister
MM
Joined
Jan 28, 2016
Location
uk
People have adviced you that it can take up to 30 days.
How many days have it been now? You started the thread a week ago? I wouldn't do a chargeback if I were you.
And if they were investigating then I would agree, however they are asking for stuff then rejecting it again and again. It's been over 2 weeks now, the rep isn't answering, they haven't explained what happened when they did the trace on the payment, and if they claim they didn't get the payment then they can hardly complain if a chargeback is initiated. If they are telling the truth then there won't be any charges for them to incur as it was never made. However I'll bet they find it without bank statements and arns as soon as he makes a chargeback.

OP yes, goods/services not received
 

ThrillsRep

Dormant account
Joined
Apr 20, 2017
Location
Malta
Good afternoon AC7X,

A quick message to confirm that we are genuinely looking into this enquiry and have been in constant dialogue with the payment provider. There is a procedure in place which requests a bank statement with player’s full name and the bank account number needs to be visible. This is our standard due-diligence process.

That said on this occasion we have enough information to discuss with the payment provider. They have formally advised us on three separate communications that according to their audit trail your bank holds the funds.
As we explained in a PM 4 hours ago here on CM, there was no full name showing on the document, we couldn't proceed with the obtaining a resolution but we have managed to get through that process step.

Regarding your query, we will take the opportunity to answer your questions here but cannot provide any information that is personal to your account.
1. Can you confirm that amounts totalling £400 were credited to my Thrills.com account on the 7th of May? (in the amounts of £50, £100, £100, £150)
Thrills: Yes, we can see that there were deposits of all amounts stated above.
2. Can you advise what steps you have taken so far to identify the “missing” £100 transaction using the ARNs I provided? What have your findings been?
Thrills: We have contacted Bombora regarding this and their answer was that possibly the funds are being kept by the bank so we need the bank statement in order to prove that indeed your funds didn’t go through to your Thrills account, however, was deducted from your bank account.
3. Are you able to confirm that you received deposits totalling £500 from my debit card
ending 7467 on the 7th of May? If not – what does your information show?
Thrills: We have received £400 from your debit card ending in 7467 on the 7th of May and the additional £100 is under investigation as the transaction wasn’t successful.
4. Can you confirm that you have a photograph of this debit card on file and that this photograph shows the same account number as shown on the screenshot of my bank statement, thereby confirming that the transactions relate to that card?
Thrills: Unfortunately, we haven’t received a photograph of your debit card.
5. Can you confirm the current balance of my (now self-excluded) Thrills.com account? (Perhaps the transaction was delayed and is now in my balance).
Thrills: The current balance is £0.46 so, unfortunately, the funds haven’t been added back to your Thrills balance :disappointed: This would solve the issue however as the funds are not there, we have to investigate this further.
6. Can you advise what steps you are now taking to help resolve this situation?
Thrills: One last attempt has been made through the payment provider in question to validate with your bank that the funds are held there.

We assure that there is an ongoing investigation and we will get back to you as soon as we have found a solution to get the funds in question back.
We appreciate your patience, AC7X

- Thrills rep
 
Top