PG Bet Casino - Player's winnings are confiscated by casino.

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Dear BICHOTA17,

Thank you very much for submitting your complaint. I’m sorry to hear about the situation you’re facing.

Based on the information you’ve shared so far, I need to clarify a few important points before we can assess how to proceed. Some of the circumstances you describe do not reflect the standard behavior of a legitimate online casino and may instead indicate a potential scam operation, which is why it’s essential to gather precise details.

To better understand the situation, could you please clarify the following:

• Can you confirm whether all of your communication with the casino took place via WhatsApp only, as suggested by the screenshots you forwarded?

As a precaution, I strongly advise you not to deposit any more money and to be especially careful if you have already shared personal information. If sensitive data was provided, it may also be wise to take additional protective steps (such as monitoring your accounts or contacting your payment provider).

You may forward any additional communication, screenshots, or details directly to petronela.k@casino.guru, if that is easier for you.

Your cooperation in providing these details will help us investigate and work towards a resolution, or determine the safest next steps for you.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Fue por telegram todas las conversaciones

Hi BICHOTA17,

Thank you very much for your reply. I’m sorry to hear about the situation you are facing.

Unfortunately, the screenshots you sent are unreadable due to the damage on the screen, so I’m not able to see the content of the messages or confirm what was said in the communication.

To continue, could you please forward clearer screenshots of your conversations with the casino, especially the parts where they request additional deposits or explain why the withdrawal is blocked? You can upload them here in this complaint thread or send them directly to my email: petronela.k@casino.guru.

Thank you in advance for your reply.

Dear BICHOTA17,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Pues no Disen q ya perdí mi dinero

Hello BICHOTA17,

We would like to update you that due to Petronela, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Petronela has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Petronela will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hi BICHOTA17,

Thank you for your message.

You mentioned that the casino told you that you have already lost your money. Could you please clarify what exactly they meant by this? For example, did they explain how or why the funds were considered lost, or provide any written confirmation of this claim?

Additionally, are you currently able to log in to your casino account? If yes, could you please send me a screenshot showing your active balance and account status (with any sensitive personal details covered)?

This information will help us better understand whether the funds are still present in the account or if the casino is making unsupported claims.

Thank you in advance.

Dear BICHOTA17,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petronela
Casino.Guru