Casino Punkz - Pelaajan tili on suljettu.

Punkz.com hold my withdrawal of 1200USDT for 45 hours, it was in Security review, this was communicated from them via Live chat.

Then they asked me to pass the KYC(id passport + selfie) which I completed successfully. Once completed, I tried again to withdraw my money, the transaction stayed like that for 12 hours, then I discover that I'm not able to access my account anymore.

As a result 1200$ lost, my passport info is now uploaded to some crypto scammers. Please help me to take my money back at least. But better close this casino at all, I don't know how this behaviour is tolerated from a casino in the big 2026.

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.

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Hello,

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

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

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• 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?
• Have you contacted casino support regarding the payout and the blocking of your account? Have you received any response? 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

1) I was a player for like 4 days. (1 actively playing until they froze my withdrawals). don't remember exactly the dates, like 27th-29th of June 2026

2) I only played Online Live Blackjack from Pragmatic.

3) No, I only achieved it by playing

4) I emailed them and received no answers, I only received answers via Live chat when my withdrawal was Pending, but always was given generic answer "It's under security review, ..."

Thank you.

Dear casinoEnjoyer666,

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, Barbora (barbora.p@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,

Tomas

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite Casino Punkz representative to join this conversation.

Dear Casino Punkz,

Could you please provide clarification regarding this case?

Thank you in advance.

Hello,

Certainly, happy to elaborate.

We received a notification from the game provider in question that the player has been engaging in suspicious gameplay which was investigated and confirmed, resulting in the player being blocked from their services.

As a result of this, an internal investigation was carried out in our end which confirmed this and resulted in withdrawals being suspended, the account being closed and as per our Terms and Conditions, any funds on the account being retained.

We have contacted the game provider in question to provide us with the necessary documentation regarding this case and we are happy to share it confidentially with CasinoGuru once we receive it.

I'd like to have the document too, to see what is exactly "suspicious gameplay", until then punkz = scammers. You cannot just block the account and logout me without any explanation. You think that's the right behaviour? Not surprised you have 6/10 rating, maybe think about how you handle this kind of situations.

Waiting for the document.

Hello,

It is not always possible to publicly disclose the details of the investigation under circumstances such as these.

If how, when and where the investigation(s) take place is made public, this could allow nefarious actors to devise methods to circumvent detection, enabling further fraud to take place.

This is why we are happy generally to only disclose this type of data to an independent adjudicator who are confirmed to uphold the confidentiality of the information.

They are then able to give an unbiased opinion on whether the actions based on this information were justified or not.

I got you, let's say I was lucky and I won 10k on your casino (either slots or blackjack or any table game), then you just block me using something generic like "suspicious gaming", "we have a document from provider" but we can't share this document bla bla bla. Does this sound even logic? I have no idea what kind of strange gaming you even mean, what document, what did I do. I should just believe your words that you were contacted by the provider. Oh and let's not forget about those abstract rules from T&C which I didn't violate, but you state like I did and that's the reason why you just logged out me without any notice...

Hello,

Should the winning rounds legitimately be based purely on chance, or luck as you mentioned, then there obviously would not be an issue. It is very likely that a singular win, even if it is on the larger size, would not result in an investigation.

To trigger an investigation, in most circumstances there needs to be a prolonged pattern which attracts attention and warrants an investigation, as we have seen in this instance.

Regarding sharing the information, the reason why you most likely have contacted CasinoGuru is that you would like to resolve the matter. To get a resolution, and to achieve the independent, unbiased adjudication which you are seeking, only the representative of CasinoGuru needs to be provided with the necessary data so they can make a decision on the matter.

Once they have examined the proof, they can conclude that what we have stated is correct, or isn't correct if they deem the proof we have to be insufficient for some reason.

Our Terms and Conditions are openly available for anyone to read, even without creating an account, so there shouldn't be anything abstract about them. We strongly encourage all users who are considering opening an account with us to familiarise themselves with the Terms of our service to ensure they are happy with them, as opening an account is an admission that you accept the terms as they are.

Of course, if you have any questions or you feel like some part of our Terms requires clarification, you are always welcome to contact our wonderful Support Team, they are ready to answer your questions 24/7!

I don't care about any winnings, you are obligated to withdraw at least my deposit, those are my money, not yours. Keep the all the winnings and give me MY MONEY BACK.

Dear player,

I understand your frustration, especially as you have not yet been provided with a detailed explanation of the casino's decision.

At this stage, the casino has stated that it is waiting for supporting documentation from the game provider, which it has agreed to share with us confidentially for review. Once we receive and examine the evidence, I will be able to assess whether the casino's actions were justified.

Thank you for your patience. I will keep you updated as soon as there is any progress.

Dear Casino Punkz,

Thank you for your explanation.

We understand your position regarding the confidential nature of the evidence. Once you receive the supporting documentation from the game provider, please forward it to us for our confidential review so we can independently assess whether the actions taken against the player's account were justified.

We will await your response before proceeding further.

Thank you for your cooperation.

Hello,

As we haven't heard from them yet and have not been able to provide any documentation to them, we will await for the CasinoGuru representative to examine the case and adjudicate on the matter before further action regarding this will be taken.

Hello Barbora,

We have sent the proof from the game provider to your email address.

Dear Casino Punkz,

Thank you for providing the requested documentation.

I have sent you an email with one additional question regarding this case. Once I receive your clarification, I will continue reviewing the matter.

Thank you in advance for your cooperation.

Hi Barbora,

Thank you for the quick reply.

We have provided the requested additional information.

Dear player,

Thank you for your patience while we carefully reviewed your complaint.

During our investigation, the casino provided us with confidential documentation from the game provider, which we reviewed in detail. Based on the evidence submitted, we found sufficient grounds to support the casino's conclusion that the gameplay breached the casino's rules regarding prohibited advantage play.

As the evidence was provided to us on a confidential basis, we are unable to disclose its contents publicly. However, after reviewing all the available information, we did not find sufficient grounds to conclude that the casino acted unfairly in this case.

Therefore, we are unable to request that the casino reverse its decision, and this complaint must be rejected.

Thank you for your understanding.