Pikebit Casino - Player's withdrawal is restricted.

This casino offered me 50 no-deposit spins for signing up. I complied with the rollover requirements while I was active; there was nothing stated about maximum withdrawal in the terms and conditions. When I completed the rollover, 350 was transferred to my withdrawable balance. I then tried to withdraw it, and that's when the problem began. The casino wouldn't allow it, and I had a conversation with them on WhatsApp, which I found to be very unprofessional. They said that I could only withdraw 50. How could it be 50 when 350 had been transferred? They changed the rules afterwards to avoid payment. In reality, there weren't any rules. You can see in the following photos that the withdrawal balance was showing as 350, and it was available for withdrawal when I requested it, but it didn't get transferred.

Hello polianasouuza08,

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 if your account is already verified and if yes, since when exactly? Did the bonus balance turn into real money balance right after you finished the wagering? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

I wasn't checked because they didn't ask for documents, I called them on WhatsApp and said I would like to check the documents, they said it wasn't necessary, after they hadn't paid me I went to question them, they said I could only withdraw 50, what is it? unfair because it went up to balance 350 when I completed the rollover and there were no terms and conditions on any of the bonuses, just the rollover that I had to complete

After they got it they made up a lot of excuses

Hello polianasouuza08,

Most of the time, free bonuses have a maximum win limit. However, I've checked and the casino really does not have rules regarding this in their regular or bonus terms. Can you please advise if you had to deposit in order to receive the bonus?

I didn't have to deposit

However, it rose 350 to the withdrawable balance

Thank you polianasouuza08 for all information provided so far. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you polianasouuza08 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Pikebit Casino for their help in resolving this complaint. We would like to know why were the player's winnings reduced and what can we do to help the player receive their winnings.

Thank you!

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.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. The casino is supposedly licensed by the Curacao Gaming Regulator but we were unable to verify that and therefore cant forward you to any of the authorities.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Please help me casino guru

Dear casino guru, pikebet casino is seeing all our messages but doesn't want to respond, I tried today to access my account at the casino and it was going fine but after this complaint the casino went and deleted my accounts without any rights without any reason

They just don't want to answer because they know I'm right, they went there and deleted my account, this casino shouldn't even be operating, it's a fraud where have you ever seen someone delete an account? without the person asking, it's just so they don't pay my winnings

Dear polianasouuza08, I was in contact with the casino affiliate and was provided with information about your case and I'm expecting them to respond to the complaint directly as well. I ask for your patience during this time, thank you for your understanding!

They deleted my account dear guru I tried to log in today after the complaint they closed my account 😪😪

Hello.

dear poliana, all information we have passed to Peter for consideration.

Regarding your account access, it was not deleted, it was temporarily suspended and could be unblocked. But strange that you didn’t come to support to unblock the account, even didn’t try. But you came here.

you can go to our support team to unblock the account

regards,

pikebit team

Why was I scared, I was coming in normally, it wasn't very fair

Dear polianasouuza08, have you tried contacting casino support as mentioned by the representative to have your account reinstated? Please keep me informed about any further developments. Thank you in advance!

Hello dear Peter, I thought the casino was going to settle directly with you and I thought they weren't even going to pay me, which is what I believe!

I don't have access to the account or support

I already spoke to the casino once but when I had access to the account now I don't know how to get in touch

dear Poliana, support chat is available for all players from the main page of a casino.

thank you,

Pikebit team

Unfortunately I can't find it

But my question is

Are you willing to pay my pikiebet winnings?

Dear Poliana,

sure, after your account will be unlocked, you can withdraw 50 brl, we never refused you in this possibility. This is the maximum payment for the non deposit bonus according to the bonus rules of the house.

thank you

Pikebit team

and says where?

That's why I contacted the guru because it's not fair, there were no terms and conditions at the time I claimed and it went up by 350 to the withdrawable balance!

If pikiebet casino could send a print of where the support part is, I would appreciate it.

Ok, anyway, we decided to unblock your account without a verification. You can withdraw your 50rs. Thank you

It's not 50, it's 350

It was my winnings

Dear Poliana,

there is nothing we can say more in this case.

thank you.

Dear polianasouuza08, have you managed to withdraw your winnings? We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments. Thank you in advance!

The casino doesn't want to pay the 350 that went up to the balance, just 50, which I don't think is fair

They are inventing terms now that didn't exist before

Hi, just wanted to mention, that the player didn’t try to withdraw something, she even didn’t log in to her account despite the fact it is unblocked.

Why did you say I could only withdraw 50 and I don't agree so I didn't try

Dear, I'm contacting casino guru ex-lover why don't I agree to withdraw just 50 if not I haven't even contacted casino guru

Dear polianasouuza08, the casino has provided us with information as to why your winnings were capped to the aforementioned amounts. Due to that reason, we believe the reduction is justified and unfortunately, I'm not able to assist in this situation further. I recommend taking the winnings that remain and I can assist with that as well if the need arises. I am sorry I could not be of more help on this occasion.

Dear guru, is it serious that you think it's fair? There are no terms and conditions they come up with after I got in touch, I added 350 to the balance and I can only withdraw 50?

Dear polianasouuza08, there are other circumstances shared by the casino representative that I am not allowed to share as they are confidential. This information leads me to believe the capping of the winnings is fair and I recommend you withdraw these winnings. Unfortunately, I am not able to assist in any other way in this situation and can only help you with the withdrawal if needed. Thank you for your understanding!

The 50 fell, even though I think life is unfair

Dear polianasouuza08, there might be an issue with the translation in your last message. Can you please confirm you have withdrawn your funds?

Thank you in advance!

Yes, I removed it

Even though I don't agree with just the 50

Dear polianasouuza08,

I'm glad to hear that your withdrawal was successful. I understand your frustration but this is the best I could do in this situation. I am sorry I could not be of more help on this occasion. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Peter