PokerBet Casino - Player's withdrawal is delayed.

Salve, sono Riccardo M.

In primis vorrei specificare che il paese è Italia/Polonia e non Puerto Rico. Non so perché non riesco a selezionare il paese giusto.

il giorno 19 dicembre mi sono registrato su questa piattaforma. Dapprima ho chiesto per mail se potessi giocare e prelevare sia da Polonia che da Italia visto che sono residente italiano ma spesso sono all’estero, nonché i limiti di prelievo e di turnover.

mi è stato detto che non c’è alcun problema e ho così mandato tutti i documenti e il mio account era verificato.

ho versato 1500€ ed arrivato a circa 2500€ volevo prelevare ma non si poteva perché nel sito c’era scritto di dover uploadare dei documenti. Così, per mail ho inviato la foto della carta utilizzata e mi hanno detto che potevo prelevare.

Non ho prelevato più ma ho continuato a giocare e nel giro di circa 10 giorni, vincendo e perdendo sono arrivato ad un totale di 40,310.00€.

così ho scritto al casino per dire che voglio prelevare sia perché non vorrei perdere la vittoria dato che sono soddisfatto ma anche perché 40.000€ è il limite di prelievo mensile.

Visto che non c’era l’opzione del bonifico ho richiesto 9.000€ su Mastercard. Sono passati già 3 giorni (nei termini e condizioni c’è scritto entro 72h) ma l’ultima comunicazione col casino è di 3 giorni fa dove dicevano che attendevano un feedback circa il controllo di routine del gameplay ma non ho avuto più info.

Siccome è una bella vittoria e vorrei evitare di cadere in giochi psicologici per portarmi a giocare e perdere (visto che stava già capitando ma sono riuscito a recuperare), visto che l’account è già verificato due volte ho chiesto al casinò di comunicarmi un piano di 5 settimane per prelevare questi 40310€.

potete aiutarmi?

ovviamente ho circa 120 screenshot riferiti ad account, comunicazione col casin, balance, transaction screenshot ed anche degli screenshot du tutte le volte che magicamente il gioco si bloccava e dovevo refreshare tutto.

Per convenienza potrei inviare per mail perché sono tante foto.

Ora, chiedo gentilmente di mediare e ti contattare il casino per evitare questi giochi psicologici.

capisco che è una bella cifra, lavoro in Anti money laundering e conosco le procedure, ma ho vinto e mi piacerebbe evitare queste tecniche usate da altri Casino.

Grazie

Dear ricmastrangelo,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests. 

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint. 

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.  

If you worry about playing away your money, I suggest you install BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).

BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods. 

Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.

Thank you in advance for your patience and understanding.  

Best regards, 

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

No one is providing me any timeframe. In other past experiences the regular gameplay checks was done by few hours.

here is more than a week since I started to request withdrawals with my account being full verified 3 times. At the beginning with my KYC, then with my credit card picture and then again with my selfie with document and a white paper with some provided info to write.

I do not understand the concern but at least the good news is that even if I wanted to play to win more I could not as they suspended me. However I don’t want to play anymore because in the last days I started to lose a lot and it was harder and harder to win again.

i simply asked the casino to provide me with a precise calendar in order to withdraw this balance which will be 50.017€ by Friday after I will redeem the cashback for bets and losses.

can you please assist?

Attaching all the evidences as communicated by you via

my final balance is 50 017€ including the cashback of these days.

i provided always promptly all the documents and information requested

And several times I also experienced errors after many bets lost and I could not Continue the series of betting and I should start from the beginning so the rtp was basically cancelled and it should start again. I have never created issues even tho I experienced not always a smooth game. I have always cooperated with their requests and many times I was the one that in advance asked to provide everything in order to avoid issues later. (E.g KYC when I registered)

If you need any other specific information/documentation do not hesitate to ask me

thank you

It’s incredible. When you need to deposit it is an instant, when you win it is always a marathon.

i understand all the procedures, requirements and steps but I frankly do not understand how it is possible to prolong like this.

The normal gameplay check by provider is done by few hours. More or less I placed 6700 spins in total (losses and win) so they have all softwares to check that easily.

It is the first time I experience this. Even in the past with large wins it was not super fast but not like this

this is the news of today. I try to log in at home with Wi-Fi and this is showed.

if I use my normal data with polish number it works but until yesterday I could normally log in and play!

can you please assist to speed up my payouts?

All of this is starting to be quite uncomfortable

Can you please help me to understand what is the issue?

Francamente ho difficoltà ad identificare quale sia il problema.

Sono ampiamente verificato, ho superato il KYC, ho verificato i depositi tramite la verifica della mia carta di credito, ho rispettato tutti i wagering richiesti, non ho utilizzato bonus per giocare. Ho collezionato vittorie dopo brusche sconfitte. Ho deciso finalmente di fermarmi e ritirare le mie vincite per non essere avido e perdere tutto.

Inoltre, nei termini e condizioni era scritto un timeframe di 78h massime per l’approvazione dei pagamenti ma oramai sono già verso due settimane.

Inoltre, rispettando i limiti di 10.000€ a settimana mi sarebbero volute 5 settimane e quindi fino al 7 febbraio. Ma nessuno ha iniziato a pagarmi e quindi è tutto ritardato.

A questo punto chiedo gentilmente di operare una soluzione che mi faccia ritirare le mie vincite in maniera corretta rispettando i tempi in modo da ultimare il ritiro intero della somma entro metà febbraio.

Attendo news

Gentile Team, inoltre, se poteste aggiornare il thread perché la somma finale vinta e da ritirare è 50 017,56€.

Grazie

Ho praticamente investito 1500€ e vinto e ora sono stato preso in giro e scammato?

Nessuno comunica o mi fa capire perché non vengo pagato

Good morning. As said my fina balance is 50 017, 56€ as I had to redeem the last euro of cashback for my bets (occurred before they communicated me to suspend my account temporarily). Today I then cancel the last withdrawal of 4500 in order to remake it with the total final balance of 5 017€ but I’m not even able to do it so for now I have 5 pending withdrawals of 9.000 and 5 017€ in the balance which I cannot withdraw as they block even the option to do so. But that is even strange as in the platform it is said that "I cannot play but at this moment I can only withdraw".

I have no other communications from them. I attached you these files to show you my final total balance in withdraeals pending and balance.

so it seems they don’t want to scam me. However they do not tell me what is going on and the reason why of this big delay. Could you please help me out to mediate and understand?

Dear ricmastrangelo,

Thank you for providing detailed evidence of your case. We truly appreciate your patience and cooperation as we review the situation.

Please note that as per our policy, we can request the casino's involvement in resolving the complaint only after 14 days have passed since the day you submitted your withdrawal request. Since your oldest request was submitted on December 29, I recommend waiting until Sunday, January 12.

If you do not receive your winnings by then, please inform me, and we will promptly step in to assist you further.

Thank you for your understanding and trust in our support.

URGENT

I just got notification on my revolut that the 2 deposits of 500 and 1000€ of the 19th of December have been sent back to me and I should receive in 5 days. It is very strange.

it seems to me they won’t pay my winnings and have just sent me back deposits.

additionally, in the account now I have 1500€ les in the real balance as you see from this picture that you can compare with the previous.

of course casino is not replying to me.

I won and I want what I won.

please assist me before they will block me and I suspect they may do very soon today.

Additionally, while when I registered and played there was simply a bet limit of 50€ in the games, then they set me during my last days of playing a limit where I could chose only in a range between 0-15 15-25 25-50.

now, after I received this notification of my deposits being returned, I accidentally noticed that in my profile there is a limit for every game with only option 0-5€ in bets.

Im suspended by them currently, I just want all my winnings I legit won. And I won’t play here again as all of this is absurd.

please assist me as in the account is happening everything in these hours

Im very negative on what is happening because it seems to me that they just refunded my deposits without recognise my winnings.

In fact they did not do any withdrawal approval but they have just taken 1.500€ from that real balance remaining and simply refund my old 2 deposits. In fact I received notification in revolut that the transactions of 19 of December have been returned.

im extremely pessimist and sad. They claimed they won’t keep my winnings but thus far, what happened is extremely suspicious and without logic and of course I did not receive any communication by then even tho I asked them if they were stwrtying to paying my 50 017,55€ won 🙁.

can you please help me out urgently?

Nothing is clear here

Thank you very much, ricmastrangelo, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Grazie mille, Veronika 🙏

Im writing a recap of the whole matter.

19 December: I register myself in the platform and before to deposit I contact the support to ask: general limit of withdrawal according to terms and conditions, wagering, if I could play deposit and withdrawal both from Poland and Italy as I’m Italian resident in Italy but I often time am in Poland, and how to verify my KYC in advance in order to avoid problems like past experiences in other platforms. 

The support promptly replied and I send my docs which are verified. I deposit 500€ and lost, then deposit 1000 and start to win arriving to approx 2025€. I want to withdraw 

20 December: support asks me to submit my card used to deposit and I immediately do and they say to feel free to request withdraw. 

20-30 December: I continue to play with my balance (never used since the beginning any bonus). I start to win a lot, then lose but win again. In the end the 30th of December I arrive to 31.922€ and ask for a withdrawal plan. The 29th of December I request my first withdrawal of 9.000€

30th of December: they ask me to submit a selfie with my Id and a paper where is written date and name of casino. I immediately do it.

1st January 2025: I create complaint on casino Guru 

2nd of January: I receive this communication: As part of our standard procedures, we are conducting a thorough check of your gameplay to ensure everything complies with our terms and conditions.

While we strive to process withdrawal requests within 1-3 business days after document verification, delays can occur if additional checks are required. Please rest assured that you will be informed immediately once the review is complete or if any further actions are needed on your part.

1-6 January: they remove the game I was playing and I play another game always by Netent and in the end I play quite a lot and arrive to 50.017,56€ of winnings (including approx 800€ of rewards cash according to the loss which I claimed from the calendar in the account)

6th of January: I receive this communication : Dear Riccardo,

We would like to inform you that we are currently investigating your game in collaboration with the gaming providers.

To expedite this process, your account has been temporarily suspended.

Please rest assured that once the investigation is complete, we will proceed with your request promptly.

Thank you for your understanding, and we wish you a wonderful day ahead! 

7th of January, after many of my emails I receive this: We truly apologise for the frustration and inconvenience this delay has caused, and we sincerely appreciate your patience while we work on resolving the issue.

Your concern has been escalated to the appropriate teams, and we are actively investigating it. Since this process requires thorough checks and coordination across departments, we’re unable to provide a specific timeframe at this moment. However, please know that we’re treating this matter with the utmost priority, especially given the significance of your withdrawal.

We completely understand your concerns and agree that a smooth and timely withdrawal process is vital. Rest assured, we are committed to ensuring everything is handled fairly and accurately.

We’ll update you as soon as we have more information. 

8th of January: At this time, your case is still under active investigation regarding your gameplay. This process involves thorough checks to ensure all activity complies with our platform’s terms and conditions. While we understand the importance of timely communication, we are currently unable to provide a specific timeframe for the resolution.

We acknowledge the effort you have made in fulfilling all requirements, including verifying your account, completing KYC, and providing documentation. Your compliance is highly appreciated, and we assure you that this matter is being handled with the utmost priority.

Please know that we are striving to resolve this matter promptly and to provide the level of service you deserve.

10th of January: Thank you for your message. We truly understand how frustrating and inconvenient this delay must be, and we appreciate your continued patience as we work on resolving this matter.

Please rest assured that your case is being actively investigated by our team. While this process may take time due to the need for thorough checks, it is being handled with the utmost priority. We want to assure you that your concerns are being taken seriously, and there is no intention of withholding any rightful winnings.

As a licensed and regulated platform, we strive to maintain transparency and fairness in all aspects of our operations. The delay is not reflective of our commitment to our players but rather the result of procedural measures in place to ensure accuracy and security for all parties involved.

10th of January: I send an email around 15.20 asking to please give me updates as all of this is very frustrating and I feel scammed. At 15.48 I receive notification in my revolut that the 2 deposits of 19th of December have been ordered for return and I will receive next week. 

I start panic as it is weird because in my real balance which was 5 017,56€ there is 1.500€ less, payouts are all pending, and deposits from same operator have ordered for return. To me it seems they just sent me money back while they don’t want to pay all of this legit winnings I did despite the fact I was compliant with everything. 

No one then replied me anymore. At this moment writing I can access the website, I’m suspended still, I cannot ask for withdraw the remaining balance and I noticed they created ad hoc bet limits 0-5€ on every game apparently in my profile.

I simply want to withdraw all my winnings and I don’t understand why they did not start to approve my withdrawals but ordering refund of deposits.

I have simply asked them, given the delays and the weird situation, to provide me a calendar for the withdrawals and I provided them my Bank’s account details via email so that they could organise the payouts according to terms and condition in 10.000 per week. Also, I ask to take into consideration the delay and to compensate it in order to finish to pay my winnings on time so if they could modify the amount of the first 2 payments in order not to delay even more.

Dear Jakub,

FYI I have forwarded to your email a Google shared drive with more or less 150 files including foto but also different relevant videos.

waiting to hear from you soon!

Best regards

Update: I have received in my Revolut the 2 deposits back few minutes ago.

I can access my account and now I still have 5 deposits pending (9.000€ each) and the real balance is 3517.56€. I cannot even request withdrawal for this. Everything seems like frozen.

Casino does not reply to any of my several emails sent from yesterday.

All of this is very shameless. I still do not understand why I’m not still receiving my winnings. I asked them which is the problem, if they do not have liquidity (strange) or what but no replies.

All of this, how also explained to them, does not have any logic.

My withdrawals (first from 29 of December) are yet not approved but I received back my deposits.

I kindly ask light and help on this because it is a powerless situation and it is very bad.

They gave me trust when I registered.

i deposited and played. I fairly won and now they created a mental prison of silence.

i want to believe that they refunded these 2 deposits to check if I can receive withdrawals on my method.

However I understand the delays in the payouts (is not the first time) but this is everything but ideal. It is extremely frustrating and a bad experience and I wish it can be fixed soon because I do not see any reason why I should not receive yet my winnings.

And I want to apologise for the several post in this thread but they put me in a situation of big stress as I do not have communication and this thread is a sort of hope and way for me to release these bad emotions they are creating in me. I wish nobody to receive this treatment.

hope you can understand and you will help me out soon.

Thank you, Guru

It seems to me a similar behaviour already has last year with fo** play casino. With the only difference that here I just received randomly my deposits back.

Last year I was contacted by SoftGamings which apologised and confirmed my winnings and scheduled a payout calendar.

As this casino said to be in contact with the providers (Netent) which belongs to Evolution which is owned by SoftGamings can we gently ask their intervention?

Because I’m extremely angry as actually I won so those 48517,56€ in my account are my winnings and I have the right to withdraw as I’m fully verified and I did not violated anything for several reasons:

1) I’m a AML-CTF/Compliance analyst so I would never do something which is actually what I prevent 

2) because I verified myself in advance as I wanted to see if they wanted to verify me as a serius platform would do if you ask 

3) I read terms and conditions while registering because is not my first experience in an online platform with Curacao and I know I should be very prudent since the beginning and collect as much evidences I can. 

And almost they made me feel guilty. But then I asked my self: are you verified? Yes!, did you collaborate? Always, I was actually the first proactive between me and them. Did I use any vpn or forbidden online third party tools? NO!, could I play both from Poland and Italy? YES, as communicated by me and in the terms and conditions. Did you use bonus? NO. Did you wager your 1.500€ x1? I assume as I reached 50K playing almost for 300k the same money losing and winning.

So there are seriously no reason for this. My assumption is that they do not have liquidity to pay me or simply they would not like to pay my winnings (even tho they say they are legit and want to pay me regularly after this issue) because otherwise I would not understand why they removed some games from my account, suspended me "to speed up the investigation" and then set an ad hoc bet limit 0-5€ so actually it is a sort of way to say "you can’t play and win here anymore". I want to remind that those Netent games usually have a max limit of 100€ on each number but here was 50€. I accepted because I may understand it is a way to stop someone to win a lot. And then magically the max you can put is 5€. I believe it should not be even fair towards the game providers because the reputation of big brands such as Netent or Evolution it is affected.

I’m confident all this joke will be fixed because I’m an extremely calm, positive and handy person but I don’t like to be stolen of my money because yes, I won and those funds belongs to the player.

It is exactly the same pattern of the complaint with FoxyPlay last year.

They delay, give always the same message, they mention game provider and then suspend my game and do not reply to me anymore.

the only differences are that in that case they were mentioning Kyc provlem and here gameplay. And also that here I randomly got refunded of my 2 deposits.

But no one replies to my messages anymore and I have 48517,56€ on my account.

That is very gross.

Is there a way to contact Netent?

i played more than fairly and these winnings must be paid.

that is hilarious. I have been told I could play from both Poland and Italy, so I did.

Im Italian but having also temporary polish permit so in any case I could play from both locations.

nothing was in the terms and conditions. And today, after I won they say so?

please act immediately because this is a scandal! I won and I want my winnings

As you can see, there was no any gameplay issue. This is ridiculous. I urgently need your intervention

I also want to add that after they told me it was ok the 19th of December I checked terms and conditions and italy and Poland were in the accepted country list indeed.

after I created this complaint, the section is now disappeared from the terms and conditions but still there is nothing saying I could not play from Poland and italy.

this is a criminal act.

i won regularly

Vorrei sottolineare che:

1. Chiedo se potessi giocare da Italia e Polonia e mi viene detto di si e lo stesso era nei termini e condizioni
2. deposito e tutto ok
3. mi verifico e i miei documenti italiani sono verificati tranquillamente
4. decido di prelevare e da quel giorno posso solo accedere con la sim polacca e il Wi-Fi italiano usato dall’inizio magicamente non mi da più accesso al sito
5. chiedo delucidazioni e mi dicono che non vogliono prendere le mie vincite ma è solo un controllo di routine di gameplay
6. poi mi rimborsano i depositi
7. oggi non si fa più cenno al gameplay (che era perfetto visto che sono una persona onesta) e dicono che non accettano italiani.

voi pensate che devo rinunciare a 48517,55€ vinti? Che tra l’altro mi cambierebbero la vita?

beh io non ci sto! Sono molto incazzato e spero troveremo il modo di risolvere perché mi sento preso in giro come fossi un imbecille.

I would like to underline that:

I ask if I could play from Italy and Poland and I am told yes and the same was in the terms and conditions deposit and everything ok

I check myself and my Italian documents are verified easily

I decide to withdraw and from that day I can only access with the Polish SIM and the Italian Wi-Fi used from the beginning magically no longer gives me access to the site

I ask for clarification and they tell me that they don't want to take my winnings but it's just a routine gameplay check then they refund my deposits

today there is no more mention of the gameplay (which was perfect since I am an honest person) and they say that they don't accept Italians.

do you think I have to give up €48517.55 won? Which among other things would change my life? Well I'm not into it! I'm very pissed off and I hope we'll find a way to resolve it because I feel ridiculed like I'm an imbecile.

As can be seen from all the screenshots that I sent you by email in the Google drive, there was also the platform optimized for Italy with the "pokerbet Italy" logo and the specific payment methods for Italy. Guys, let's be serious. I'm not an inexperienced person. I agreed to be able to play and they actually told me (as you can see from the screenshots) that if Mastercard didn't work they would find a solution. they tried the gameplay strategy and now they talk about a country not accepted? but sorry, I only deposited after reading the terms and conditions and their OK. Furthermore, there was no reference to Italy as prohibited in the terms and conditions. Indeed, it was among those permitted. but then, sorry, if you tell me that Italians can play and you verify me twice with Italian documents, how can you say today that Italians are not accepted? It's a childish excuse like children who lose at football and ask for the decisive goal to win. Come on…. I kindly ask PokerBet to review this choice because it is truly scandalous and fraudulent…

Dear ricmastrangelo,

My name is Kubo, and I will be handling your complaint moving forward. If there have been any new developments since the last update, please don’t hesitate to let me know.

Additionally, I kindly ask that future communications remain as concise as possible. While I truly appreciate the thoroughness and detail you’ve provided so far, I believe we now have all the necessary information from your side.

Thank you for your understanding, and I look forward to assisting you further.

I would like to invite the PokerBet Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear PokerBet Casino,

Could you please provide detailed information regarding this case and explain the reasons behind the delay in the player's withdrawal?

Thank you in advance for your response!

Best Regards,

Kubo

Sure, Kubo.

i just attached a just new email received. So I assume that we need updates on these "checks" as actually they are aware it has been long time already and providers take usually 2 days to check it.

I wish we will fix this matter and I will be able to thank you all.

let’s see what happens next and thanks in advance for the further assistance

today

Hello!

do we have a e news outside this thread?

as the casino replies to my email I assume they may give a full explanation at least to you.

We are talking of 48.5K, not pennies.

I hope we could finally fix this asap because I think I have been waiting too long.

thank you

today

Hello, we're still investigating this case. Thank you for your patience.

FYI, Today

today.

I am just attaching everytime updated communication with the Team of Casino.

I hope we will solve this matter soon and I will be able to finally withdraw my legit winnings!

Thank you all

today 🙁

Dear ricmastrangelo,

Thank you for keeping us updated. As I mentioned in my previous post, I believe we already have all the relevant evidence, and I don’t think it’s necessary to share every single email from the casino that simply reiterates the message, "the investigation is still ongoing."

As for external communication with the casino representative, I currently don’t have any new updates to share. If I receive any additional information, I will make sure to let you know.

Thank you for your understanding.

Dear PokerBet Casino,

Could you please provide any new and relevant information regarding your investigation into this case? Has the investigation been concluded? If so, are there any results or details you can share with us?

Thank you for your cooperation.

The Casino support stopped to reply to my email.

It has been one month and frankly I doubt they are really waiting for the Provider to give them details.

I have been always gentle, collaborative and patient but I face just a lack of communication.

That’s not fair. If I had lost 50k in deposits now it would be ok but now I won and it is a problem.

i hope for a resolution because I feel scammed and affected because what I’m passing it is very cruel.

Hello,

We will be back with a response on this case later this week.

Thank you for your patience.

Dear PokerBet Casino,

Thank you for your message. We are awaiting your update and look forward to your response.

I want to believe that, as communicated to me yesterday by their support via email, and here in this thread on Monday, they are finalising the issue before providing me finally the schedule of the payouts.

It seems to me that considering 40 days of delay, the fact that I’m fully verified and I have always been proactive, honest and collaborative in everything maybe it is finally time to conclude this bad experience which has affected my mental health for over a month.

Im confident in the honesty of the casino, as communicated by the Assistant Pablo. And I’m expecting and wishing a prompt resolution.

Apologies for the several messages but try to understand that is not easy to deal with a 40 days delay without interactions so writing here is a sort of way to release the sufferance and the emotions accumulated.

Thank you in advance to both parties

Hello,

We sincerely appreciate your patience.

We will get back to you with a response later this week.

Every week you keep sending the same copy paste message.

It is a month and half that this situation continues.

Why all of this is needed?

I gave you everything you needed and you are simply disappearing from your honesty. I simply want to be paid of my winnings.

I have never experienced something like this before.

why you sponsor fast withdrawals if you don’t even pay players?

All of this it is extremely frustrating and not correct.

You keep say since weeks "we appreciate your patience".

I do not have patience anymore because it seems to me you are simply delaying things for months in order then to confiscate my money because I’m not active in the account.

Just to mention a few points:

• I passed the KYC
• you verified my credit card
• I sent you over a selfie with Id and paper
• You removed the game I was playing at in order to make me lose
• when I won also in another game you blocked me
• you suspended me
• you now are creating new ad hoc limits and limits in the platform

I have enough of this. I won in a legit way those money. How long should I wait? Years? I think we went over every acceptable timeframe

you Make fun of me. I’m being cheated.

i want time and deadline. This is not acceptable. I have been asking you several times to provide me the truth about this

An hypothetical game check doesn’t last months.

it takes usually few days or a max timeframe between 14-28 days.

if you don’t want to pay me because you do not have liquidity or simply want to steal my money just say it, don’t play with people emotions.

I fairly won that money and I don’t understand why I cannot finally use them in my life.

Sorry but I want to come to an explanation of this.

Im not new in this environment and I had different issues and complaint but this is the most absurd one.

Im a human being! I won and want my wins

@PokerBet,

If you do not communicate which "the issue" is, it is not possible to understand how to cooperate.

It seems to me that you are simply scamming me of my legit winnings.

I want to underline again that before play in any casino I ask specific questions: 1)can I play deposit and withdraw here according to country? 2) which are the withdrawal and winning limit? 3) withdrawal timeframe processing and 4) To verify in advance my CDD KYC.

after you gave me grebe light in these 4 points I have deposited and won. Then you asked me to withdraw to provide credit card proof and also a paper with my selfie and I’d with your casino name. And I did

After you removed the game I was playing and winking at. And I won in another game and then asked you I wanted to withdraw all the balance.

you suspended me because you wanted to speed up your gameplay routine check (more than a month ago).

after that you started to insert in the account randomly betting limit, winning limit, other functionality.

then you are totally lacking of providing me updates or information as I’m and I was always cooperative in order to clear once and for all this. You simply continue sending me emails inviting me to play in your casino in order "not to miss the chance to win as other players are doing and claiming that you offer a special customer support in chat"

Do you think is this somehow legit and normal?

You should act in a professional way being in contact with me as I should be treated as your priority.

Im sure 200% that if instead of winning 48.5k I deposited and lost that now it would be everything clear on your end.

you are becoming the reason why I will lose trust in the global environment.

Gently, as I’m open to help you in anything if still needed after almost 2 months, I ask you to contact me in order to schedule my winnings payout.

Dear PokerBet Casino,

Could you please provide an update on the case? Since the beginning, we have only received assurances that a response would come later.

If we do not receive any information from your side soon, I will be forced to close the complaint as unresolved. Given the disputed amount, this would have a significant impact on your rating.

I appreciate your prompt attention to this matter.

Hello,

We appreciate your patience and ask you to wait a little longer.

Rest assured, we will get back to you in the next few days.

Hello Kubo and PokerBet Casino,

Until last Thursday I was receiving via email reply to my almost daily request of update. Always was being said ne upon the last 2-3 weeks that a final confirmation was needed before release my winnings.

since last Thursday, however, I have been ghosted. No one replies anymore via email to the message I leave in the "contact us" form in the website.

Frankly, this puzzles me as I don’t understand if consider it as a sign that they fixed this mentioned check and I should be contacted by them or by the provider soon or I should consider this disappearing as a sign yet they scammed me and slowly disappeared.

finally, I want to believe that it is not a scam as if it was they would not keep ask to wait in this thread which gives me hopes.

however, I want to believe in the honesty of their words regarding the fact that my winnings would be paid out without further delays once check was over.

Dear PokerBet, I have difficulties to understand the reason behind this lack of communication and transparency. Since the beginning I said you that, if you could not share with me details, for me was more than fine that you would discuss it only with the casino guru team.

what I do not accept is not just the timeframe but more the lack of communication towards me.

i gently invite you to give me the resolution in order to finally be able to withdraw my legit winnings.

Thank you

Frankly I’m quite tired and angry.

If I had lost 50k now I would have any right to speak.

however, I won and I did it more than fairly and the Casino disappeared.

@PokerBet

I ask you to pay my winnings. I did not anything against terms and conditions nor anything forbidden.

i don’t see any reason not to pay me.

It is 2 months I don’t have a concrete explanation!

Dear Riccardo,

Your deposit has been refunded in the amount of €1500, and your account has been closed in accordance with the following sections of the Terms and Conditions: 13, 5, 6, 9, 11, 12, 15.

We are very saddened by this decision, and it is the first time we are applying it. However, any non-entertaining or fraudulent gambling activity disrupts the balance and prevents other players from enjoying gambling as entertainment.

Our casino offers the best bonus conditions on the market and operates on minimal margins, which are taken as service fees for handling bets. We want to remain leaders in this niche, but for that reason, we cannot pay out funds that were obtained through a situation and mechanics unrelated to entertainment.

We thank casino.guru for the opportunity to provide our opinion on this case. We acknowledge the small possibility that further review by other authorities may lead to adjustments, but in this instance, we consider our decision to be correct and are prepared to defend it.

We publicly apologize to Riccardo M. for the prolonged review process, which was due to inquiries made to multiple authorities.

Hello,

I’m shocked by this message.

You are just saying that you are not paying my legit winning for which reason exactly?

I have read again these terms and conditions mentioned but I cannot find anything which belongs to me.

I asked you if I could play from both Poland and Italy as I’m Italian but I often go to Poland and you say yes. So I did (none of these 2 countries is prohibited by you despite the fact that from 6th of January you changed it without giving me the chance to connect from Italian connection. But from 20th of December until 6th of January it was everything fine).

i deposited from my credit card

i provided you my full KYC and SoF docs

i did not use any bonus to play

i respected all the rules of the game in which the max bet limit was 50€ (from 6th of January you started to create bet limits in my account)

i did not adopt any fraudulent tactic or whatever as I simply played always on the same number even when I was loosing 9.000€.

i played approx 6500 bet to reach my win

I honestly find this not a justification not to pay me. I seriously have my mind clean and I have also video evidence of my gameplay.

i seriously ask you to reconsider this and ask Casino Guru to take an action because this is not acceptable.

It is insane, I did everything correctly and I always was proactive to send docs and verify myself and also playing fairly.

i simply want my winnings because it is easy to just refund someone and not pay. If I had lost 50k you would not have refunded me 50k €.

@CasinoGuru please assist me because this is very illegal and I have already shared a Google folder with all the file.

i did not breach anything.

Additionally you refunded me when you suspended me the 10th of January so before your "checks".

All of this is ridiculous, I did not do anything different than any other win in other platform.

it is not forbidden to only bet always on a number. In fact there have been more the times I lost, I did not breach anything of your terms and conditions.

i want to see the evidence of what you are saying because I can put my hands on fire that I did not do anything not legit.

If this is the new way of stealing winnings I will never play a cent anywhere.

this is a scandal. I won in a legit way and I have video of that!

Seriously guys, this is not fair.

Please give me evidence of what you are saying.

it is not written anywhere that is not legal to play always in a number. I bet 6500 times and many times I was under of thousands of euro.

Additionally, it is not written that in every single spin I must bet the same amount because if for example now I win I don’t think that I will have again luck to win with the same number so I bet less. This is not forbidden.

I kindly ask the Guru to help me because this is a way just to take my winnings and I have read similar stories.

this is not serious on you. I have clear evidence of what I’m saying

We are very saddened by this decision, and it is the first time we are applying it. However, any non-entertaining or fraudulent gambling activity disrupts the balance and prevents other players from enjoying gambling as entertainment.

Our casino offers the best bonus conditions on the market and operates on minimal margins, which are taken as service fees for handling bets. We want to remain leaders in this niche, but for that reason, we cannot pay out funds that were obtained through a situation and mechanics unrelated to entertainment.

What I read here is that you don’t want to pay 48.5k (which is a big win) because basically the balance you talk about is that you wait just that people lose their money and if someone is kissed by luck you don’t have to pay.

Moreover you say "fraudulent gambling". Are you being serious? What is fraudulent in what i did? I have video for my safety of approx 30 minutes of my gameplay and I can put my honor word if someone would find something illegit there!

If I was playing in a fraudulent way as you sat I would not get 6500 times and most of these I was under 7/8/9 thousand euro.

and my first deposit was lost totally also.

Im sorry but I know what I say and I have evidence, I’m not talking to convince anybody but I think video can speak themselves!

I ask @PokerBet to reconsider this answer gently and I thank @Casino Guru in advance for the future effort to help me because I find this incredibly not based on the reality.

This is my last communication for now.

i will wait Casino Guru to act for me.

Kind regards

I have always played Netent in many other casino and always had my winnings.

Always played betting on the same number and no any provider (Netent/Evolution) pointed me anything so I want to understand the reason of that.

For me this is not acceptable and I want official evidence for that!

Im available to provide my video evidence if requested.

Now I have read again all the emails.

What you just wrote it doesn’t make logic sense.

The day 10th of January you sent me back the refunds of 500€ and 1000€ stating that "I was not allowed to play as Italy was restricted hence you were refunding me". After that I "reminded you with evidence" that Italy not Poland were mentioned as restricted countries (moreover in every website sponsoring you they were normally supported) and that I asked this to your support Pablo and he literally told me "do not worry, players from both countries are accepted so you can deposit play and withdraw".

Now you say that you refunded me because of "fraudulent activities" closing my account without giving me even the possibility to defend myself (as I know I’m right) stealing my balance of 48,517.56€.

I think that this is not fair both for the way you are acting which is not fair considered that I did not do anything not allowed and because after 2 months of waiting you you could at least give time to the counterparty (Guru) and me to give our version.

i want to remind that I have evidence of everything I’m saying and I would like to see evidence of what you are trying to say. Speaking of "fraudulent activities", I noticed on other complaints that is currently a quite used excuse.

I know that you were not expecting to pay and Casino are not happy to pay (especially if someone lost only 500€ of its deposit) but which is my fault? Having won basically?

why don’t you mention that my first deposit was lost, that then I deposited other 1.000€ and after I was at 5k I went down to 200€ and I was lucky enough to win again and again?

Or why don’t you mention that when I was at 21k I went back to 16k or when I was 29 I went back to 20k?

The easy explanation is that having won enough, if you have more bankroll it is normal to be in the game more because you can take the losses as you have more budget to play. Additionally, also to mention that in other normal Casino, the same games allow to play max 100€ bet but here was 50€ and I have always respected.

Magically after I won, you inserted in my account max bet limit 0-5€ easily because you wanted me to limit my chance to win.

And is this acceptable?

Im sorry but I can’t give up like this.

It is very easy to say "we send you back the money and bye bye". If I had lost the same amount using my "fraudulent activities" (which still I don’t understand which are) would you had refunded me 50K? I’m sure 100% not.

I hope we can arrive to a good resolution and that you can rethink about this because I feel offended, stolen and impacted both financially and mentally because of you.

I waited you for two months for what? To hear this story?

Im still trying to be calm but I can’t deny I’m very angry because where is the sense of keep believe in online casino if you win fairly and you won’t get paid?

I apologize in advance to Casino Guru and Kubo for these many messages today but details only came to mind later and I am very shocked by all of this. I was sure that you had finally solved your "routine check" but the truth is that I am just a small fish for you and you always want to be right.

I pray to God, or whoever for him that we solve because winning legitimately and not getting paid from my point of view is called FRAUD.

Dear Casino Guru Team, Kubo, and PokerBet,

I respectfully request your attention to the following matters, as this will constitute my final communication prior to entrusting the full operation to Kubo. Please respond only if further engagement or action is required on my part. 

I would like to delineate the allegations levied against me in the following seven points:

1. If this resolution center functions akin to a court of law, it is imperative that any accusations be substantiated by clear and compelling evidence. I am concerned that I am being unjustly accused of misconduct and deprived of my rightful winnings solely based on subjective assertions regarding my eligibility to win.

2. You allege that my gameplay has adversely affected other players; however, I find this assertion unclear. Notably, following December 29th, you removed the French Roulette Netent game from my available options, seemingly to impede my success, and I have documented instances of technical malfunctions occurring in the Netent European Roulette game. Despite these challenges, I managed to recover from significant losses. Subsequently, following a "gameplay check" and without adequate justification, you imposed restrictive betting limits on my account. This suggests a preemptive response to my winnings rather than a legitimate inquiry into my gameplay.

3. If you maintain that I engaged in fraudulent activities, I would ask you to clarify why I experienced significant losses prior to achieving any wins, necessitating 6,500 spins and a three-week period of play. Furthermore, I implemented a daily gaming limit to avoid potential addiction. If I were indeed engaging in deceitful practices, such measures would be counterintuitive.

4. It is essential to recognize that online gaming platforms utilize random number generators, rendering cheating implausible unless one considers consistent betting on a particular number as fraudulent. However, such way of be is not prohibited, and I engage in this for the thrill of the game, with the hope of eventual success.

5. Given my long history of play, predominantly on a single number, I find it perplexing that I have incurred approximately €100,000 in losses across other gaming experiences. This raises questions about the nature of my gaming behavior.

6. In typical circumstances, to assert that a casino is rigged, one must provide substantial proof. If my evidence is deemed insufficient, the complaint is typically dismissed. I seek clarification on the specific insights regarding this matter.

7. I am uncertain as to why I am being subjected to this treatment. Initially, I experienced cordial interactions with your team and provided constructive feedback aimed at enhancing player experiences, believing I had found a reputable establishment.

I urge you to contemplate these points, as I possess a clear conscience and feel unjustly accused. The mental and financial toll this situation has taken on me is considerable, especially considering the joy I derived from my wins.

I hope for a fair resolution, as I have adhered to all terms and conditions. I trust that you will reciprocate the respect I have shown.

Thank you for your attention to this matter.

Wishing you a pleasant evening.

Section 5: I have respected the wagering and in the section is mentioned money laundering 😂. I work as AML analyst and surely deposit 1500€ and win 48517.56€ is not a money laundering scheme 😆

section 6: restricted player group: I want to remind you that the 19th of December (I still have emails) it was confirmed me I could both play from Poland and Italy (my residence country) so I did. Additionally these 2 countries have never been mentioned as prohibited in the terms and conditions. I have been always able to play without any VPN. From 6th of January (when you suspended me) the website is not accessible from normal Italian network which actually says a lot on what you are trying to do….

Section 9: responsible gaming experience. I don’t get. I was not self excluded nor anything. I have simply used daily bet, loss limits just to keep the control so I don’t get why I had violated this 😂

section 11: did not get this point. Actually you simply write that you are always right so in this case no one should play here if you simply say : "if we wake up happy we will pay you"

section 12: rules bet games: always respected. The only limit was 50€ in the game I played. After you suspended me you inserted bet limits 0-5€ which are not applicable to me as I was suspended by you and I played before you inserted any limits

section 13: collusion, fraud etc: I decline every accusation as I did not do anything forbidden but playing on the same number, losing and winning. If I was a "cheater" I would have brought the Balance to 1 million in one afternoon. Not to 48k in 3 weeks after many losses of thousands. So kindly inform me about what I wrongly did because I assume there is nothing!

section 15. I don’t get the point. Are you trying to say what? That I won because an error of the game? So I’m not a cheater anymore 😂? Additionally, 4 games are all with errors? And these errors are also present when I lose?

Please, your thesis are simply hilarious. I’m not a lawyer but you could at least have tried to elaborate sometging more convincing.

it is extremely sad that I need to spend hours analysing your words, terms and conditions simply because you are not honest.

I do not know if I will ever see my legit winnings but I hope no one will ever play in your "casino" because this is not transparent situation.

I kindly ask you to remediate to this error you are committing.

best regards

I want the provider checks my gameplay because I have nothing to hide.

i played fairly and I want to get paid.

Im sure that they would confirm my winnings because I did not do anything.

As I don’t receive replies to my emails anymore I have tried to send a message via website without logging (as you blocked me) and found out that now a lice chat has been enabled.

my idea is that you don’t want to pay me because you did not expect someone could win large and now you don’t want to pay me as you are a new casino!

That is very criminal.

Dear PokerBet Casino,

I have reached out externally with additional inquiries and am currently awaiting your response.

Unfortunately, I still find your reasoning for the confiscation of winnings to be quite vague, and there are several discrepancies that need further clarification. While Italy may have recently become a restricted region, this does not change the fact that your platform was clearly accessible in the past, including when the player was actively playing and won the disputed amount.

I look forward to your clarification on these points and to continuing our discussion on this matter.

Dear Kubo and Casino Guru, I want to renew the thanks for your help and efforts to help me out. I don’t know if we will solve it but I feel less alone.

Dear PokerBet, I don’t know if you will read this but I simply ask you to act honestly and fairly. It is not always easy to find a platform where to feel safe and I thought I found in your website. Since the beginning I trusted your words and acted fairly while playing and always been proactive proposing solutions and docs. I’m still available to any explanation or whatever, but I think it is not necessary. I also told you that I was open to a live video call in order to verify live myself and answers all your doubts. It is just sad that when I wanted to withdraw 2250€ it was fine but when I decided to still play and I won big than I became a cheater, criminal or whatever.

I only ask you to act fairly because everyone has his own problems and lives and that winning, in my specific case, it is extremely important. When I won I was crying because I thought to have fixed some issue I have in my financial and familiar life. But after that this nightmare started. I really hope you will do the right thing because if I had done something not allowed I would not be so sure of what I say but like this I feel like a runner that deserved the race and 30mt before the finish is blocked by people not to win.

Thank you in advance to read me and I hope to hear good news soon 🙏

Thank you everyone

Hello @Kubo,

Are there any updates out of this thread?

I tried upon the last 10 days to contact them but no one replies to me.

I do not understand this lack of transparency from them.

I kindly ask them to act in a honest way and payout my winnings because what they are saying has no logic.

i have been losing in many other platform playing in the same way, betting on the same number and here I was losing too but then I was able to win as I had accumulated large bankroll in order to contain the losses.

I find it very fraudulent.

Hello Casino Guru, Kubo and PokerBet.

I’m attaching here again my Google drive folder:

https://drive.google.com/drive/folders/1i7TGx5awmXsqcLGO_js5GWXzfGOE7oEd

Please, notice that here there are also video for a total of about 30 minutes which I recorded for my safety. Now, if you can say this is a fraudulent activity I challenge you to do it publicly, Poker Bet.

I never regret that I have video evidence because it is my bigger way to defend myself from this disgusting accusation and way of act not to pay a legit winning.

I kindly ask you to gently remediate in this and payout my winnings because, one more time, I don’t see any field not to do it!

I won in the last 2/3 years on the same games (and others) at other platforms such as GoldenBet, 20bet, 22bet, foxy play and always been paid. 

I always have played on same way (not prohibited) and withdrew high withdrawals without long delays or excuses about the game provider (which is the same).

i request clarity and honesty because this is a huge scandal 

Dear PokerBet Team,

I hope this message finds you well. I would like to kindly request your understanding and honesty regarding my recent win. I believe I won fairly, and I have provided all the necessary documentation and evidence to support my claim. 

To accommodate your situation as a new business, I even offered to accept my winnings in some more installments if liquidity is an issue. This win represents a extreme last opportunity for me, and I am in a challenging financial position. It feels disheartening to have to plead for something that I believe is rightfully mine.

I truly value our relationship and hope we can find a constructive way to resolve this matter. Thank you for your attention, and I look forward to your response.

Best regards, 

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 ricmastrangelo,

Thank you for your messages. I am still in communication with the casino regarding their concerns.

It has been confirmed that you accessed the casino from both Italy and Poland. However, on multiple occasions, your location appeared to change within seconds - something that is not physically possible. Previously, you stated that you did not use a VPN while playing at the casino. Could you please clarify this discrepancy?

Thank you.

Caro Kubo,

Spero che questa mail ti trovi bene.

Confermo quello che hai appena detto e non lo nego.

La spiegazione, che ti ho dato per email settimana scorsa, è semplice:

Poichè ho una SIM card polacca inserita nel telefono in quanto, come detto, mi reco ogni tot mesi in Polonia e mi serve la sim per ragioni lavorative, quando mi sono registrato il 19 dicembre ero in Polonia ed ero connesso sia da Wi-Fi (polacco) che da SIM card (polacca).

dal 20 dicembre ad oggi sono in Italia per cui, quando ho giocato, ero connesso dal Wi-Fi di casa (Italia) e quando uscivo di casa in automatico entravano i dati mobili della sim polacca pur essendo in Italia.

confermo di non aver usato assolutamente alcuna VPN.

Anche in questo momento sono connesso dal Wi-Fi di casa Italia ma se uscissi di casa ora in automatico entrerebbero i dati mobili della sim polacca.

Mi dispiace per il misunderstanding ma, dal momento che mi avevano detto che andasse bene giocare sia da Italia che da Polonia, ho sottovalutato questo aspetto altrimenti avrei solo giocato dal Wi-Fi di casa.

E mi spiace poiché sono in buonafede.

Spero troveremo una soluzione perché realmente ho agito in buonafede

In fact if you check the 19th of December I was connected only from Poland but from 20th of December (I have flight tickets) being in Italy I’m connected from Wi-Fi when I’m at home and when I’m outside automatically my data are from orange, polish SIM card, that is the reason. If I was not in Italy it would not he the discrepancy as it would be only Poland but being the fact I’m in Italy with this SIM card inserted that’s the reason of these changes.

Please, Guru and Poker Bet.

I also attach the confirmation of the flight for 20th of December.

I’m also sending you via email by bank statement of all the personal expenses (here for some reason I can’t upload)

You can see that until 19 of December there is a rate fee currency exchange as I was in Poland and paying in euro. From 21 of December not as I’m at home in Italy

Additionally, I want also to specify that because I was afraid that, going out from home, I would lose connection while reconnecting to mobile data I was always finishing to play (for example I was at home and finishing a game), then I was going outside and played again.

Because it was told me I could play both from Poland and Italy I did not think it would be a problem this, if I knew I would have played only when I was with Wi-Fi at home but as said, when I was going out, having a polish SIM card, it was automatically using polish data.

Also, to give more evidence, right yesterday I received this sms from Orange where they say that because in the last 4 months I have been abroad the majority of the time (in Italy since 20th of December) I won’t be able to use internet with national tariff.

as I said this is the pure reality of this misunderstanding and if I was asked by Poker Bet months ago I would have immediately explained it but I didn’t think about it.

Dear PokerBet Casino,

I noticed that you have read my message on Skype, but I am still awaiting your response. Could you kindly reply at your earliest convenience?

Thank you for your time and attention.

I have tried to contact the Casino by email but I did not receive any replay.

The last communication was on February to tell me that my account was closed.

I contacted them to explain the reason why my connection resulted to be changing fast and provided also flight ticket and bank statement with all expenses to evidence my permanence in Italy and the fact that I have a polish SIM card inserted.

Nothing, no replies.

3 months without my winnings

They don’t reply to anybody because they simply scammed me.

they never wanted to solve the issue even with everything provided.

Im extremely angry

Dear ricmastrangelo,

I understand your frustration regarding this situation. I had hoped we could resolve this issue with the casino representative, but unfortunately, they have stopped communicating. While they have raised multiple concerns about your gameplay and behavior, they have not provided any supporting evidence to substantiate their claims. So far, you have been able to reasonably explain any discrepancies, and we have found no indication that you have violated the casino’s Terms and Conditions in any way.

However, without the casino’s cooperation, our ability to take further action is limited. As a result, I will mark your complaint as unresolved in our system. I understand this is not the outcome you were hoping for, but the negative impact on the casino’s rating due to unresolved complaints may encourage them to reconsider their approach. If they decide to respond in the future, we will reopen the complaint and notify you by email.

In the meantime, I recommend contacting the Curaçao Gaming Control Board Licensing Authority and submitting a complaint through their official contact form at https://www.gamingcontrolcuracao.org/contact. Please ensure you include the name of the casino's operator in your complaint, as missing this information may result in the complaint being considered inapplicable. The Gaming Authority has more options and tools to assist players.

You can find more information on how to properly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators.

Please let me know if you need help with submitting the complaint or if you receive a response from the regulator by emailing me at jakub.m@casino.guru.

I am sorry I could not be of more help on this occasion.

Best Regards,

Kubo