PuppyBet Casino - Player’s account is permanently banned.

I signed up to this casino a month ago. Went on a nice little run. They paid be out quite quickly, reached my bank account in no time.

The following day I went on another little run. Again withdrew, then place a few sports bets then self excluded myself because I knew I would just end up losing it all.

I requested by email to temporarily exclude my account to August, no problems. However, those sports bets I said I placed before I temporarily self excluded won. And before I self excluded made sure to confirm via email and live chat they can send me the funds once they’ve won. These bets were on 23rd of may.

Ticket ID: 2536087667578376364 $240.64

Ticket ID: 2536087667574182084 $163.56

Ticket ID: 2536087068686299257 $138.58

The night the bet Won, I sent them my bank details, license and stuff for verification. (Even though I’ve already made two withdrawals with them) since then, I have heard nothing. I continue to email and when I go to live chat they don’t speak to me. If I ever get an email back it pretty much says "we know about your case". They have also changed my account status to permanently banned instead of temporarily excluded. They owe me 542.78 AUD and they have gone completely ghost mode. what should I do?

Dear Saundersjoel,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with PuppyBet Casino.

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

• Have you received any confirmation from the casino regarding your self-exclusion?
• Did the casino justify its decision to ban your account and withhold your winnings?
• Did you achieve your current balance with the help of a bonus?
• When was the last time you were in contact with casino support, and what did you discuss?
• Could you please share with me your communication with the casino regarding the ban to support your complaint? 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

Hi Tomas

Thanks for your reply

I Have kindly emailed you regarding this information.

Best regards,

joel

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

Thanks for that

ive still had no progress with this

Hey

this situation is getting worse.

no reply to my emails, on live chat they are saying but account doesn’t exist and they’ve never received an email from me.

cheers

Dear Saundersjoel,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

As part of our standard procedure, I would normally invite a representative from PuppyBet Casino to join this conversation. However, since they have not yet registered a representative account on our platform, they are currently unable to respond directly within this thread.

Additionally, since this is the first complaint we’ve received involving PuppyBet Casino and there is no prior history of their cooperation in resolving similar cases, it’s difficult to anticipate their level of engagement. That said, I have already reached out to their team through an alternative channel, providing the details of your case along with an invitation to join our platform as a representative and I’ll keep you updated here as soon as I receive any further information.

Thank you for your understanding and patience.

Best regards,

Kubo

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Saundersjoel,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Kubo