PointsBet Casino Ontario - Player’s bonus funds are delayed.

I completed the pointsbet welcome offer (125% deposit match up to $500) and when i completed the $7500 wager it said complete but my bonus funds didn't convert to cash. There is a 7 day timer for the bonus to go away but theres no way to claim the bonus money or anyting. I've contacted support and they said they're trying to resolve it but its been over 2 days and im beginnning to believe they are trying to stall this "glitch" until the timer runs out so they dont have to pay the remaining balance. The cash balance is $3708 and bonus balance is $3758

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with PointsBet Casino Ontario.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your player's account verified?
• Do I understand correctly that the casino currently doesn't allow you to request a payout?
• Have you tried accessing the casino from a different device or using a different browser?
• Could you please share with me your communication with the casino when you contacted them regarding the issue and the casino's responses? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Yes my account is verified,

So i can request a payout for $3708 but If i withdraw the "bonus amount" will get canceled leading to the loss fo the $3700.

I've also treid to access it from a different device but same issue.

*update* the bonus now says (-1 Days), this is a clear glitch in their system and i'm not receiving any response from support email.

Dear Summerk,

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, Stefan (stefan.m@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,

Tomas

Dear Summerk,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from PointsBet Casino Ontario to join this conversation and assist in addressing the complaint.

Dear PointsBet Casino Ontario,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.