The player from Germany was dealing with a prolonged verification process at the casino. Despite successful ID verification, the casino had rejected her utility bill as proof of address and requested a registration certificate. She also complained about rude customer service. The player's winnings were from a VIP bonus and she had been trying to withdraw her winnings for over two weeks. The casino had cancelled her withdrawal requests multiple times, citing various reasons including a supposed active bonus. Despite our attempts to mediate, the casino had not responded to our inquiries. We marked the complaint as 'unresolved' due to the casino's lack of cooperation. The player had also escalated the issue to the Licensing Authority (Curacao eGaming).
Puzzle Casino - Player is struggling with address verification.
Black points: 671
Amount: €1,400
Puzzle Casino
Safety Index:Very lowNo reaction, passive regulator
UNRESOLVED
Case summary
Hello dear Casino Guru Team. I've been struggling for nearly 2 weeks with this casino to get my account verified. This casino has a step-by-step verification process, which I haven't experienced in this manner at any other casino. First the ID, which took 4 days to get verified but which was successful in the end. Then they wanted to verify my address, so I sent them a valid utility bill, which was rejected after nearly 5 days, without them giving me any reason. I have now specifically gone to the registry office to get a registration certificate for verification, which again is taking over 24 hours. I'm being treated incredibly poorly here and the customer support is very rude. Truly very very bad people are working there. They are always ready to help when it comes to deposits, but when it comes to withdrawals, a completely different side comes to the fore. I ask for your help. Thank you so much.
Dear Sandra0902,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.
- Could you please advise if your winnings were accumulated with the help of a bonus? Have you deposited in the casino?
- Could you please share your recent communication with the casino? 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 to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Tomas
The profit came from a 150% VIP bonus with a maximum payout of €2000. Unfortunately I don't have any proof of communication. But what the support does to you is really pure harassment. I can understand the kyc thing, but the fact that it's been dragging on for almost 2 weeks is really not normal. And if you mention this in support you will hear that you can also play in another casino. I ask you to help me
Nobody helps you. There will probably be a specific reason why you and askgamblers are listed there as partners. I've been struggling with this site for over 2 weeks to finally get my winnings and everyone is refusing to help
My withdrawal was simply canceled after almost 4 days for no reason whatsoever. I ask her for help again. Please
Would you be able to contact support and make screenshots of your correspondence regarding the status of your withdrawals and why they are rejected?
Could you please share screenshots of your withdrawal requests as they appear in the transaction history in your casino account?
When my payout was canceled after 4 days, I went to support and was told that it was a technical error and that I should make the payout again. Of course I did it straight away. And now after waiting for almost 2 days again, I was told today in support that I had something like an open bonus and that's why the money won't be transferred to me. The bonus was fully implemented. Which you can also see from the screenshot I sent you. And in which casino is it possible to transfer bonus funds? That is not possible at all. Please help again
Indeed according to the live chat, they seem to be under the impression you have an active bonus on your casino account. There was no screenshot of the bonus being completed in the email you sent me, only a screenshot from your transaction history. I can see however the bonus balance being zero. Is this the information you had in mind?
Yes, exactly. In every casino, bonus credit is declared as this and therefore cannot be paid out. As you can see, I have 2 open payouts and therefore no active bonus. First I was told it was a technical problem and then they said I still had an active bonus. I've never really seen such an unfair casino
Sorry for my impatience, but would really like to know if anyone can help me?
Today my withdrawals were canceled again for no reason. I sent them the chat history by email, where you can see for yourself that they have no idea why my withdrawals were canceled. One day there are technical problems and the next day I still have sales to fulfill and today they have no idea. That means they simply don't want to pay me the money and invent reasons that don't even exist so that I gamble the money away again in my desperation. What is being done to a customer here is pure humiliation. I would advise anyone not to play here
Now the live chat is no longer even accessible to me. I don't want to blame them, but it's all starting to get weird. Askgamblers and you are not responding to my request to help me. And both sides are listed as partners at Puzzle Casino
Thanks for your message,
I can't comment on what information another website displays regarding Casino.Guru
Thank you very much, Sandra0902, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Thank you. Do you need anything else from me?
Hi Sandra0902,
I've just reviewed your case and checked all the information you sent to my colleague. I will try to help you by contacting the casino and we'll see what can be done when they reply.
Dear Puzzle Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what is the current status of the player's withdrawal request and when they can expect it to be processed from your side? What is the reason for such a delay?
I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.
Kind regards,
Natalia
I warn all players here never to play in their lives. On March 28th it was exactly a month ago when I won this €1400. And to this day the money has not been paid to me
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.
Dear Sandra0902, 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. 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 might 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 have received your emails and know that you also submitted a complaint to a Licensing Authority (Curacao eGaming). Please let me know if there will be any further developments in this matter (natalia.b@casino.guru). I am sorry I could not be of more help on this occasion.
Best regards,
Natalia
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