The player from the United Kingdom faced account closure after a winning streak and was unable to access his funds. Despite having previously bet for months without issue, the casino refused to return his winnings. The Complaints Team attempted to assist by reaching out for more information but ultimately closed the complaint due to a lack of response from the player.
Pub Casino - Player’s account has been closed.
Closed
Our verdict
Player stopped responding
Amount: £30
Pub Casino
Safety Index:Very highCase summary
Discussion
Public
Public
8 months ago
I have been betting for months with them. I was losing alot and everything was fine. i recently came into a winning streak and that is when things started to go downhill. they have closed my account and are refusing to void and return my money. I want this bookie investigated as they believe they can just do anything they want and call bluffs like people wont reach out for assistance and help
Public
Public
7 months ago
Dear richieee93,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Pub Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Could you please advise how long you have been a player at the casino and when exactly your account was blocked?
- What was the justification for closing your account and withholding your winnings?
- 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 issue to support your complaint? Send emails or chat transcripts to my email at [email protected], 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
Public
Public
7 months ago
Dear richieee93,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Public
Public
7 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Tomas
Casino.Guru
