Poko.bet Casino - Player’s account has been closed and funds confiscated.

On August 20, 2026, I received an email from Pokobet Support (agent Castiel) informing me that my account had been permanently closed and my entire balance of €4,999.41 was subtracted.

The casino cited Section 6 of their Terms of Use (Section 6.1 - 6.3 regarding prohibited activities) in general terms, but failed to specify which exact sub-clause I allegedly violated. They provided zero concrete evidence, technical logs, or specific grounds to justify this drastic measure.

I strongly deny engaging in any prohibited conduct, including but not limited to:

Multi-accounting, shared, proxy, or duplicate accounts

Fraud, collusion, bonus abuse, or automated tools/bots

Third-party payment usage or security bypasses

I operated my account strictly for personal recreational gameplay and fully complied with all terms and conditions. I immediately sent a formal appeal to Pokobet requesting specific details and evidence regarding their allegations, but my funds remain confiscated without justification.

I request Pokobet to either restore my account balance of €4,999.41 in full or provide clear, concrete technical evidence of any alleged violation to CasinoGuru for independent verification. If no clear breach can be proven, the full amount must be paid out to me

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 Poko.bet Casino.

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

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the accusations made against you? 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

Dear Tomas,

Thank you for taking on my case and assisting me with this dispute against Poko.bet Casino.

Here are the details and answers to your questions:

Account History & Closure Date: I registered my account on August 11, 2026. My account was blocked on August 20, 2026.

How I Learned About the Closure: I was informed directly via an email from Pokobet Support (agent Castiel) on August 20, 2026, stating that my account had been permanently closed and my balance of €4,999.41 was confiscated.

Games Played: I accumulated my balance by playing Crash games and Slots.

Bonus Usage: Yes, I achieved my balance with the help of a bonus, and I fully completed all wagering requirements in strict compliance with the promotional terms.

Communication History: I have forwarded the full email thread—including Pokobet's initial termination email citing Section 6 and my formal appeal asking for specific evidence—to your email address (tomas@casino.guru).

As noted in my appeal to the casino, Pokobet cited Section 6 of their Terms of Use in broad terms but refused to provide any specific sub-clause, technical evidence, or detailed reasoning for the confiscation. I operated my account strictly for personal recreational play and fully complied with all terms.

Please let me know if you need any additional screenshots or account details. I greatly appreciate your help in resolving this matter.

Best regards

Dear kaiww45,

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, Barbora (barbora.p@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 player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite Poko.bet Casino representative to join this conversation.

Dear Poko.bet Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

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.

Hi,

I just wanted to let you know that I’ve contacted Poko.bet directly outside the public complaint thread and asked them to provide an update regarding your case.

I’ll let you know as soon as I receive a response from the casino.