PokerBet Casino - Player's account has been closed and funds confiscated.

Team,

I am filing an official complaint against PokerBet Casino regarding the unfair closure of my player account, the confiscation of my funds, and a severe breach of responsible gambling and self-exclusion policies.

Timeline of Events:

1 Self-Exclusion Request: Prior to my recent activity, I formally requested a self-exclusion from PokerBet Casino. The casino failed to immediately block my access and left my account open.

2 The Deposits: On Friday (22.05.2026), because the casino ignored my self-exclusion request, I was able to log in and deposit a total of 6,500 CHF via my PostFinance account (Apple Pay / 'aihorworld'). I played with these funds.

3 The Account Closure & Confiscation: By Wednesday, after accumulating a balance/winning of 9,500 EUR, the casino abruptly locked me out of my account and confiscated all my money. No payout was ever sent to my Neteller account.

The Casino's Contradictory Arguments:

When I contacted the support to demand my money, the casino provided completely contradictory reasons for their actions, trying to evade a payout:

 First, the support claimed via email that my account was closed and funds confiscated due to an alleged breach of "Rakeback/Max-Bet" rules (see image_13.png).

 Shortly after, the VIP Manager Daniel tried to delay the process by sending me an internal complaint form, stating that only "registered account holders" can complain – even though they had already deleted my account (see image_14.png).

 Finally, when trying to log in, the casino's system displayed a red error message stating: "Your login has been denied due to your request for Self-Exclusion" (see image_15.png). The system even shows a technical bug ("NaN-NaN-NaN"), proving they manually and hastily activated this lock on Wednesday just to block my withdrawal.

 To make the chaos complete, I recently received an automated email claiming my document status was updated to "bynn" and asking me to log in, which is completely impossible due to the hard block on my account (see image_16.png).

My Claim:

Since the casino admits in their own login screen (image_15.png) that a self-exclusion request was present, they legally should never have accepted my deposits of 6,500 CHF on Friday. Accepting deposits from a self-excluded player is a massive violation of fair play and player protection rules.

Since they confiscated the winnings, I am now demanding the immediate and full refund of my original deposits totaling 6,500 CHF to my original payment method.

I am providing all necessary evidence below. Thank you very much for your assistance in resolving this matter.

Best regards,

Shathusan

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Hello,

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

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

• Would you be able to share with me your self-exclusion requests sent recently to the casino, along with the casino's responses, if available?
• Were you aware of placing multiple bets above the maximum allowed limit set by the casino?
• 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