PiggyBet Casino - Player's account is closed and winnings confiscated.

Hi

I signed up and played at this casino tonight and I won a decent amount of money. I went through KYC and I got message to say that defected fraudulent activity (which I have no idea what I’ve even done other than play how I normally would). They are failing to provide any detail as to why and have confiscated the money and permanently closed my account!

I do not understand how this is legal.

please assist.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• What games did you play at this casino to accumulate your winnings?
• Did you accumulate these winnings with or without a bonus?
• Which documents did you send to the casino for verification?
• Were any of your documents approved before your account was blocked?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hi there,

• big bass games
• no Bonus
• yes, I was verified by way of license back and front and a photo of me holding it.
• And they were approved.

They said my deposits would be refunded, haven’t seen anything and they won’t respond.

I have the full chat transcript with all the details. I can’t seem to upload it.

Hello Honorher,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika 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 Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hi,

I wanted to provide a brief update in relation to the outstanding deposit refunds.

The casino agreed to refund my deposits totaling $2,000. To date, I have only received $1,100, leaving $900 still outstanding.

I have followed up with the casino twice regarding the remaining balance but have not received any response or further payment.

This delay is already beyond the 48-hour timeframe outlined in their terms for processing refunds.

Please let me know if anything further is required from my side.

Thanks,

Hi,

I can confirm that the casino has now processed and returned the remaining deposit balance.

However, the primary issue relating to the confiscation of winnings remains unresolved, and I would like the complaint to continue on that basis.

Thanks

Dear Honorher,

I would like to inform you that I will be taking over this complaint, as Veronika is currently unavailable due to health reasons.

I will review the case and get back to you shortly. If there have been any updates since your last message, please let me know in the meantime here in the thread or via email at kristina.s@casino.guru.

Thank you for your understanding.

Best regards,

Kristina

Casino.Guru 

Ok thanks.

No new updates. The complaint still remains for confiscated winnings.

Thank you very much for your patience, Honorher. Do I understand correctly that you had NZ$23000 in your casino account before it was closed? Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Hi,

From memory, the balance was approximately NZD $23,000 at the time the account was closed. As the account was closed without notice, I do not have a screenshot of the exact balance.

The NZD $2,000 in deposits has since been refunded separately.

I will email through the relevant correspondence shortly.

Thanks, 

Emma

Dear Honorher,

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.k@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,

Kristina

Hello Honorher,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite PiggyBet Casino to join the conversation.

Dear PiggyBet Casino,

Kindly provide me with any evidence, including the player's full game log, supporting the alleged violations of your terms and conditions of which the player is being accused. You can send the information to me at michal.k@casino.guru for an independent review.

Thank you in advance.

Dear Michal,

We have already forwarded the relevant supporting evidence to you via email for private review.

-The PiggyBet Team

Thank you for your email, PiggyBet Team. I have responded back with some additional inquiries and am looking forward to your reply.

Dear Honorher,

Could you please confirm which payment methods you have used at PiggyBet Casino?

Have you ever had an account closed at any other casino? If so, please specify the reason.

Additionally, could you confirm which payment methods you typically use when playing at online casinos?

Hi Michal,

Thanks for your message.

At PiggyBet, I used Neteller and Visa as my payment methods. In general, when playing at online casinos, I typically use my Visa.

Are you referring to accounts I may have closed myself?

Thanks, 

Emma

Dear Honorher,

Thank you for your response.

I would like to ask whether any casino has previously closed your account, for example, due to a potential violation of rules. If so, please specify the reason. Additionally, have any restrictions or limitations ever been placed on any of your payment methods?

Thank you in advance for your clarification.

Hi Michal,

To the best of my knowledge, I have not had any accounts closed by a casino due to a violation of rules.

I have also not had any restrictions or limitations placed on any of my payment methods.

Thanks, 

Emma

Thank you for all the information and evidence provided regarding this matter, PiggyBet Team.

Dear Honorher,

Thank you for your patience as we thoroughly reviewed the information and evidence surrounding your case.

It is important to note that casinos reserve the right to conduct account and gameplay audits at any time. Discrepancies are identified during or following Know Your Customer (KYC) and Anti-Money Laundering (AML) procedures, which are standard practices triggered when withdrawals exceed specific limits. This is a standard practice across the industry. It has been confirmed that you initiated refund requests/chargebacks with your payment provider.

When a refund request or chargeback is submitted, it is typically communicated to all relevant parties in accordance with regulatory and contractual obligations, including the casino operators involved. In the online gaming industry, such actions are viewed by virtually any online casino as a gross violation of their rules. This option should be utilized only as a very last resort option, as it often creates more complications than actual benefits.

Given this context, any opportunity for resolution or consensus has sadly been diminished to zero. The casino has chosen to adhere strictly to their established rules, and we are unable to hold this against them. They have returned your deposits, which we believe is the appropriate action. Unfortunately, this marks the conclusion of our ability to assist you further in this matter, and we have to close this case as Unjustified.

You are, of course, entitled to disagree with this conclusion and may contact the casino’s licensing authority or the relevant authority in your jurisdiction if you truly believe you have been wrongly accused. However, we are unable to provide further assistance in this matter. If you choose to pursue this route, please feel free to inform me of the authority’s decision at michal.k@casino.guru.

I can only encourage you to become familiar with and adhere to the casino’s rules in the future. It may also be beneficial to consult with the casino support team to determine if there could be any potential issues in the future. Some casinos may be more accommodating, but this varies widely based on their rules, decisions, and other factors.

Should you experience any issues with this or any other casino, feel free to contact us, and we will try our best to assist you.

Best regards,

Michal

Casino Guru