Pulsz Casino - Player's winnings are being withheld.

I am filing a complaint to recover $1,300 in winnings from a $50 real money deposit made this past week. I have never deposited or gambled at this casino prior to this deposit that I can recall. When I went to log in under every email title my main Gmail pops up, assuming that that is going to be my email. The casino's system prompted me to enter my phone number, (in order to play with real money) same number I have had for eight years. It stated an account already existed under that phone number and to log into it, me Making the easiest assumption that that must be my one account. It would never have let me register for another account with my phone number it. I followed the system's instructions, logged into the account, and played using pure cash with zero advantages or duplicate profiles. The casino is now withholding my winnings over an old, empty account that I’m clueless over, despite their own interface directing me to use the one I used. I haven’t taken free bonuses in years from any casino. They were communicating with me, however they are no longer communicating with me, it appears. It’s really not cool that they grab at anything they can to not pay unusually if there is a live chat available. I get it in writing that I’ll be good to go if I happen to win something. I had to change my password and verify my email and my phone before I played. I can’t get into it now so I’m not sure if the email used was [hidden by Casino Guru]@gmail.com or [hidden by Casino Guru]@gmail.com

[personal details hidden by Casino Guru]

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 this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Can you confirm which email address is currently associated with the account used for the deposit and gameplay? You should also be able to find emails from the casino, such as a welcome message after registration or promotional communications, which may help identify the correct account.
• Did you previously ever attempt to register or play at this casino, even if no deposits were made?
• Have you completed full identity verification (KYC), and does all your personal information fully match across all accounts or emails you mentioned?
• Have you contacted the casino support to clarify which account is considered "original," and if so, what exactly did they explain? Additionally, I would kindly ask you to forward the full communication between you and the casino support regarding the accusation of multiple accounts to veronika.f@casino.guru. If possible, please send the complete email thread rather than screenshots, as this helps us better understand the timeline and context of the case.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika