Pikebit Casino - Player's large winnings withdrawal has been delayed.

Hello, good evening. I registered at the betting house, won a bonus, and fulfilled the roll-over terms.

When I attempted to withdraw my money, I was unsuccessful. I contacted support, and they directed me to send my identification documents. I sent them correctly and yesterday tried to make two withdrawals: one of 1900 and the second of 70$. The 70$ one went through, but the larger amount did not. Today, again, I tried to get in touch with support and received no response. I would appreciate your assistance since it's a substantial amount. Thank you.

Hello rayannedupapai,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Pikebit Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? What kind of bonus did you use? Since when exactly are the withdrawals pending? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello, good morning, I sent the verification documents last Friday, the bonus was the first welcome deposit, the rellower was 1400$ which was fulfilled, the withdrawals are pending for a maximum of 24 hours after that they are rejected the last time I contacted them It was yesterday but I didn't get any response

I think they even blocked me from WhatsApp and Telegram because the messages I send are no longer arriving and today's prints of the withdrawals that were rejected

Hello, good morning, again, the withdrawal requests I made on 14/05 were rejected, the ones with the highest and lowest values, I tried today again to make a withdrawal request for $50, I will wait to see if it will go down.

Hello, good afternoon, they don't answer me, I think they don't want to pay me, they see my messages but they don't tell me anything

These were the withdrawals canceled by them and they tell me to contact support but they don't respond to me

Good morning, I would like to inform you that my account was blocked by the bookmaker until yesterday I was able to access it but today I tried to access it and I was unable to do so.

Hello rayannedupapai,

Did you try to contact the casino directly through their customer support (not telegram or WhatsApp). Did you accumulate your winnings from casino games or sports betting?

Hello, good morning, I tried to contact them through the support they provide on the platform, which is via Telegram or WhatsApp, they did not respond to me again.

Now that I won't be able to do anything else because they blocked my account, I no longer have access.

My winnings were pooled by the casino

I even sent an email to the platform but no response.

Thank you rayannedupapai for all the information provided. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, good morning, he will contact me to move forward with the case, can you tell me what the procedure will be, can you contact the casino?? And a very significant amount at Brazil level

Hello, rayannedupapai,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. However, I sincerely hope that I misunderstood your last screenshot and that the screenshot was not taken only a minute after you sent the email in question...

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

 

Dear Pikebit Casino team,

Could you please explain the player's situation in more detail? Why has the user's account been blocked and withdrawals denied? What steps should the player take to unblock the account and/or withdraw the disputed winnings?

If anything from the winnings has been confiscated or if we are talking about a breach or application of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Yes, correct in the printout of the email I sent on 22/05, that was when I lost access to my account on the platform.

As I said above, I contacted them via email and through the support they provide on the platform, but on 10/05 I sent the confirmation documents and on 11/05 I tried to contact support via email since at WhatsApp and Telegram had no answers and it was in vain

Hello, good afternoon, the deadline for the casino to respond has already passed, but it has not been announced what is the next procedure?? Am I going to be at a loss???

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello,

Thank you for reaching out regarding the player’s complaint.

There were several reasons that led us to close the account. The main reason was that the user had multiple logins, which we detected using fingerprint comparison. This is prohibited by our rules.

All his winnings were obtained from bonus games.

The documents he submitted were of poor quality and not readable.

The player made two deposits totaling $40. We decided to approve a withdrawal of $70, which is more than the total amount of his deposits.

Considering all the facts, we closed the account due to violations of our rules.

Thank you,

The Pikebit Team

What do you mean by multiple logins?? I used to log into the account several times and try to withdraw my winnings!!!

If the documents were of poor quality, why didn't they tell me when I contacted support?? That sent the documents again

I think the casino representative meant multiple accounts rather than "logins" since they mentioned also fingerprint comparison, which usually means another account or other accounts were registered/used on the same device as your disputed account. Otherwise, it would make no sense.

Is there a possibility you registered more than 1 account at the casino or that someone around you accessed a casino account from the same device as you?

If yes, did the linked account(s) also use the casino's welcome deposit bonus?

Dear Pikebit Team,

As I asked more than 2 weeks ago, can you substantiate your claims and the casino's decision with relevant evidence?

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Look, you know what, this casino is coming up with non-existent arguments to not pay me my winnings, as it was a high amount, my account was always withdrawn via the same cell phone and at no point was it accessed by any other user, so they are finding excuses to not pay me if it was a casino. Seriously, would there be better support for customer service for its users because this digital print was not communicated?? They had my email, that's it and talk about this fake casino, the proof I have I've already posted here if that's not enough then I don't know what else to do

Hello Branislav,

All proofs were sent to your email

thank you

Pikebit Team

Dear rayannedupapai,

The Pikebit Team provided me with sufficient evidence supporting its claims and decision.

After gathering all the necessary information and details, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - multiple accounts, bonus abuse, and providing incorrect/misleading information during the resolution process.

The casino acted in accordance with its terms and conditions. You can be glad that the casino refunded you more than you deposited.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by. However, I can see a note in our internal system that the casino's license is unverifiable, so please bear in mind there is a possibility the casino does not own a valid license.

In case of any questions, feel free to write to me at branislav.b@casino.guru.

Thank you very much, Pikebit Casino Team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.Guru