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

habe eine mail versendet

Thanks for your reply and the information shared via email.

To argue against the casino, you should have been protected. We require from you evidence that you sent a self-exclusion request to the casino due to gambling issues.

Account closure in itself doesn't automatically let us conclude you were not responsible for your deposits and the gameplay.

So far, we haven't received any similar evidence from you. If we can't conclude that the casino should have protected you from making deposits and playing, the next option is for us to review your gameplay.

If you believe the casino confiscated your balance unfairly, due to the breach of the maximum bet rule while playing rakeback bonus funds, kindly provide me with your game history so we may review it. You should be able to request the relevant records from the support of the casino in Excel format, showing all your bets and balance fluctuations.

Looking forward to your reply.

Hallo Tomas,

vielen Dank für das Update. Ich verstehe Ihren Punkt bezüglich des expliziten Nachweises für den Antrag auf Selbstausschluss. Ich durchsuche derzeit meine archivierten E-Mails und Kommunikationsdaten, um den ursprünglichen Antrag, den ich an das Casino gesendet habe, zu finden.

Bezüglich des Problems mit dem Maximaleinsatz: Ich habe soeben den Support des Casinos per E-Mail kontaktiert und meinen vollständigen Spielverlauf im Excel-Format angefordert, wie von Ihnen vorgeschlagen.

Sobald das Casino mir die Dateien zur Verfügung stellt oder ich weitere Aufzeichnungen über meinen Selbstausschlussantrag finde, werde ich diese umgehend hier hochladen.

Vielen Dank für Ihre Geduld und für die faire Überprüfung meines Spielverhaltens.

Beste Grüße, Shathusan

+

Hallo Tomas,

ich möchte noch einen sehr wichtigen Punkt bezüglich der angeblichen Maximaleinsatzregel

(Max-Bet) ergänzen:

Während meines gesamten Spiels gab es zu keinem Zeitpunkt eine Warnung oder eine Fehlermeldung vom System des Casinos.

Normalerweise ist es bei Online-Casinos technisch so eingerichtet, dass ein Einsatz, der über dem erlaubten Limit liegt, blockiert wird oder das Spiel neu startet.

PokerBet hat meine Einsätze jedoch ohne jegliche Systemmeldung oder Einschränkung durchgehen lassen. Das zeigt für mich, dass das System den Einsatz entweder erlaubt hat oder das Casino bewusst darauf gewartet hat, bis ich gewinne, um die Gewinne dann mit dieser Regel zu stornieren.

Vielen Dank für die Berücksichtigung dieses Punktes!

Beste Grüße

ich möchte Ihnen ein weiteres Update zu meinem Fall geben: Das Casino hat bis heute (Montag, 15. Juni) überhaupt nicht auf meine offizielle Anfrage bezüglich der Dokumente reagiert.

Ich habe am 9. Juni per E-Mail sowohl meinen vollständigen Spielverlauf im Excel-Format als auch die Chat-Protokolle angefordert, um Ihre Überprüfung zu unterstützen. Das Casino ignoriert meine Nachrichten jedoch komplett und verweigert mir jegliche Rückmeldung oder den Zugriff auf meine Daten.

Da PokerBet hier offensichtlich die Kooperation verweigert und versucht, die Sache auszusitzen, bitte ich Sie nun höflich, die Ermittlungen zu übernehmen, den Fall auf die nächste Stufe zu setzen und die Stellungnahme sowie die benötigten Logdaten offiziell und öffentlich vom Casino einzufordern.

Vielen Dank für Ihre Mühe und Ihre

Unterstützung!

Beste Grüße, Shathusan

Hello Tomas,

I would like to provide you with another update regarding my case: As of today (Monday, June 15), the casino has not responded to my official request for the documents at all.

On June 9, I requested both my complete gaming history in Excel format and the live chat transcripts via email to support your review.

However, the casino is completely ignoring my messages and is refusing to provide any feedback or access to my data.

Since PokerBet is clearly refusing to cooperate and is trying to stall the process, I kindly ask you to take over the investigation, move the case to the next stage, and officially and publicly request the casino's statement and the required log data.

Thank you very much for your time and support!

Best regards,

Shathusan

Dear shathusansothilingam,

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, Matej (matej.l@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

Hello shathusansothilingam, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like to invite a representative of PokerBet Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

habe nur die Dokumente

Hallo Matej,l

vielen Dank für die Übernahme meines Falls und dafür, dass Sie das Casino zur Diskussion eingeladen haben.

Zum Thema Selbstausschluss: Ich habe den Antrag damals direkt über den Live-Chat auf der Webseite des Casinos gestellt.

Ich habe deshalb am 9. Juni eine offizielle Anfrage per E-Mail an den Support von PokerBet geschickt und meinen vollständigen Spielverlauf sowie die Live-Chat-Protokolle angefordert. Das Casino ignoriert meine Anfrage jedoch bis heute komplett und verweigert mir den Zugriff auf meine Daten.

Da das Casino uns die Beweise vorenthält, bin ich sehr dankbar, dass Sie PokerBet nun öffentlich dazu aufgefordert haben, alle relevanten Beweise und Systemdateien zur Verfügung zu stellen. Ich hoffe sehr, dass das Casino Ihre offizielle Aufforderung nicht auch ignoriert.

Bezüglich der angeblichen Maximaleinsatzregel möchte ich noch hinzufügen, dass es während meines Spiels zu keinem Zeitpunkt eine Systemwarnung oder Blockade gab. Das Casino hat alle Einsätze ohne Fehlermeldung akzeptiert.

Vielen Dank für Ihre Hilfe!

Beste Grüße, Shathusan

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 shathusansothilingam,

I have tried to contact the casino repeatedly via e-mails and Teams, but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

First, I would strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.

As a next step, I do recommend you contact the Curaçao Gaming Authority (https://www.gamingcontrolcuracao.org/contact) and submit a complaint with them. Although according to their own article about online gaming - this authority does not deal with the player complaints, they stated that too many messages regarding the same casino may lead to revoking the license in the future, therefore it is worth a shot. If you need help with submitting the request, or if you hear back from either the authority or the casino, please let me know by sending me a quick message at matej.l@casino.guru. I am really sorry I could not be of more help on this occasion. :(

Best regards,

Matej