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

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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.

Dear Summerk,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Ontario iGaming Authority (https://igamingontario.ca/en/player/player-support) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (stefan.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Stefan

Casino.Guru