The player from Finland had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout had not been received yet. The player’s winnings and deposit were confiscated by the casino due to an alleged violation of network-wide terms regarding multiple accounts and bonus claims across different brands. After investigation and communication with the casino, we disagreed with their interpretation. If creating accounts is prohibited across your network, then account registration should have been prevented at a technical level. As no resolution was reached, the case was closed as Unresolved - Against Fair Gambling. The player was advised to consider submitting a complaint to the Curaçao Gaming Authority if she wished to pursue the matter further.
PuppyBet Casino - Player’s winnings haven’t been received yet.
Against fair gambling
Black points: 2,322
Amount: €4,000
PuppyBet Casino
Safety Index 4.1 LowCase summary
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Dear hennukka,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
Dear hennukka,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
Translation
Hi, nothing has happened on their side.
Dear hennukka, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you made any successful withdrawals before?
- Could you please confirm that you have passed the KYC verification?
- Did you accumulate your winnings with or without an active bonus?
- Did you play casino games or bet on sports?
- Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Karla
TranslationHi, I played The Dog House with an active bonus and won. I did a kyc verification and they accepted it. After that they said they wouldn't pay my winnings. I haven't played at that casino before, so I haven't received any withdrawals from there before. I sent screenshots of the conversations to your email.
Dear hennukka,
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, Jean, jean.s@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,
Karla Mayfly
Hello hennukka,
My name is Jean and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.
I would like to request the presence of a representative from the casino in this conversation.
Dear PuppyBet Casino,
Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.
Thank you in advance.
Respectfully,
Jean
Hello Hennukka,
I’ve received the casino’s email and am currently looking into the situation. I will provide an update as soon as possible.
Dear Puppybet Casino,
I have sent you an email. Please respond at your earliest convenience.
Hello hennukka,
Thank you for your patience. I would like to assure you that we are actively in contact with Puppybet Casino.
Dear hennukka,
I have been in communication with the casino team through email as I sought to find a suitable resolution for this case. Unfortunately, it seems that the engagement with the casino has not led to a satisfactory outcome. As we were unable to reach a consensus, we are left with no option but to close this case as Unresolved - Against Fair Gambling.
To have a better understanding of what had happened, the casino confiscated your winnings and deposit because, according to their network-wide terms, they consider creating accounts across different brands within their group and claiming multiple welcome bonuses to be a form of "promotional abuse." Based on this interpretation, they applied Clause 11.6 and treated both your bonus-related winnings and your real-money balance as forfeited.
In Casino Guru, we do not agree with the casino’s assessment. You did not hold duplicate accounts within the same brand and did not hide your identity, and we believe that preventing cross-brand bonus eligibility is the casino’s responsibility at a technical level. If the system allows a player to register, deposit, and claim a bonus without warning, it is reasonable for the player to assume they are eligible and acting in good faith.
Despite our efforts, the casino has maintained its position, and therefore we cannot move the case forward.
In the meantime, if you want to take your complaint further, you can submit a complaint to the Curaçao Gaming Authority (CGA) via email to complaints@cga.cw. You might find our article How to submit a complaint to a regulator | Casino Guru useful. Although CGA currently do not handle individual disputes between players and gaming operators, they could review the situation regarding potential violations of law. Please let me know how they responded at jean.s@casino.guru if you decide to try this option.
Best regards,
Jean
Casino Guru
