Puzzle Casino - general discussion

If you want to discuss anything related to Puzzle Casino, such as its games, bonuses, payment methods, issues with your account, responsible gambling features, or anything else, you can do so here.

A crappy casino.I won 1000€ and they didn't authenticate me so I could withdraw.and I played all my money because of them..

Hi, I'm so sorry to hear about this situation. I see you were unable to verify your casino account. How long did it take? What was the problem with the documents? 

If there is ever a similar situation, you can try to contact us and we will try to help you. I'm sad to see a player end up losing his money because it shouldn't have happened. 🙁

For 2 days they told me to wait for identification..I told them to self-exclude me..since I couldn't withdraw and I lost all my money.

So it's not pleasant, but I would say that two days is still not so much for account verification. Casinos take care and it's an important process so sometimes it can take even longer. It's a shame you lost your money in the end, because I believe it didn't have to end this way. However, in many casinos the verification process takes longer than the time you mentioned, so if you go through the same situation, you will probably have to be careful to go through it successfully and then you can withdraw your money. 

I hope you won't run into such a situation again and you will only have better experiences.

Hello,

Sorry for the inconvenience that you have faced with our casino. When we checked the details, you uploaded your ID card on 24 December at 11 pm UTC, which is Saturday and Christmas Eve. Your document was processed on 26 December at 02:33 AM, if you consider it was Christmas, we processed your document very quickly. But, unfortunately, since you uploaded only one side of your document, it was declined. We are sorry that you've lost your money, but KYC processing time on our end was as fast as possible during the holiday time.

Best regards,

PuzzleCasino

What a shame that you won this amount and were not paid, the casino is new, you should have waited a little longer, new casinos take a while to check and pay, next time if you are going to play there again, check the account first, before deposit, so you will have no excuses from the Casino.

A Casino that appears to be a scam. I won USD 400, and I have been waiting for the withdrawal for more than 15 days. Nobody gives me a solution in chat support. A shame of a casino

15 days to receive a withdrawal, good thing they send promotions and I don't deposit, what a terrible casino.

Is your account fully verified at this casino, if I may ask? Did you consider to file a complaint? Our team will surely look into your case. Let us know, whenever you decide to submit one, please.

Yeah. My account is fully verified. Where can I upload a complaint?

Hey, I can see you have successfully submitted the complaint, I am glad for you. Our team will surely do their best to solve this issue.

So it is your first withdrawal, right? Hopefully our complaint team will be able to get in touch with the casino, so they can find out what could cause this delay of your payment, actually. Please let us know, and keep us updated about any changes regarding your withdrawal.

Unfortunately, no one will answer you. I can't explain what's going on in this casino right now.

I played at Qassino and still have €2900 in my account. This hasn't been paid out for 5 weeks.

Until March 15, 2024, the support was super helpful and there were no problems. After that, radio silence. Also, all complaints were always processed before, but now no one is responding.

There must be something seriously wrong with the Casino Group at the moment.

I hope that they get the problems under control and that we all finally get our money. I can well imagine that currently absolutely no one is receiving a payout from this casino group

Shouldn't the regulator intervene in these cases?

I have already submitted a complaint there. But nothing has happened so far.