PuppyBet Casino - Player's account has been closed after a problematic verification.

Hello,

My name is G** v. K***** (married, double surname G******). I am the account holder of [email address hidden by Casino Guru] at Puppybet.

On 28 April 2026 I requested a withdrawal of €100. The payment department asked for a bank statement of the account ending in 5679, explanation of payment method, and selfie with ID.

I immediately provided:

A bank statement (Statements.pdf)

Photo with my face and ID

Explanation about my double surname due to marriage

They sent a verification link. During the process the system repeatedly rejected the passport photo as "unclear/unsharp". After several attempts the link stopped working. I contacted support the same day and requested a new verification link. Instead of receiving a new link, my account was suddenly closed on 30 April 2026 and all funds (approximately €840) were voided as an "internal commercial decision".

I have attached a screenshot of the account closed notification.

I was fully cooperating the entire time and was never warned that technical verification issues could lead to immediate closure. Support only gave generic responses.

All correspondence has been archived and forwarded to [email address hidden by Casino Guru] for documentation.

Requested solution:

Full return of the balance (approx. €840) or at least all deposits made. A clear explanation of which exact Terms & Conditions were breached and why no new verification link was provided.

Additional information:

This appears to be part of a larger family issue. My husband has similar account closures at Betiro, Betblast and Puppybet (earlier in April). We live at the same address but play independently.

All accounts fully cooperated with KYC.

Attachments:

All support email correspondence (.eml files)

Bank statement (Statements.pdf)

Screenshot of account closed notification

Thank you for your assistance.

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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.

• Who is the owner of the bank account shown in the bank statement you sent to the casino? I can see only the surname listed, but no first name.
• Do you have any official confirmation from your bank proving that you are the owner of the bank account used for deposits to the casino? If so, could you please forward it to the casino as proof of ownership?
• Have you used any other payment methods to deposit funds into the casino?
• Could you please explain why your husband’s account at this casino was closed?
• Which of your documents have not been approved during the KYC verification process?

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

Thank you for your reply.

Could you please forward me the identity documents that you previously submitted to the casino for verification? You can send them to my email address: veronika.f@casino.guru.

Additionally, could you kindly clarify which exact name and surname you entered in your casino profile? You mentioned that you have three first names, but introduced yourself as Gon, which is presumably your nickname. Could you please specify which of your first names was used during registration?

Also, please confirm which surname(s) were entered in your casino account profile.

Thank you in advance for your cooperation.