Pyramid Spins Casino - Player’s winnings have never been paid.

They have been detected as a fraudulent company by my bank and stealing money from my account. Kept asking me to send further verification documents to approve my withdrawal then stopped responding to me entirely and have not received money. Suspect this is a scam site.

Dear Lorna,

Thank you very much for submitting your complaint and forwarding the relevant communication. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that the winnings have been cancelled and your account blocked due to a failed account verification? Could you please confirm that you have provided all the personal documents required for the verification as soon as possible, without any delay? Have you accumulated your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

Hello, I provided them with all information required which included passport photos and a selfie with ID, photos of my bank card with covered CVV code as they advised on their website and proof of address. Despite me uploading the documents multiple times they kept rejecting my withdrawals and asking me to upload the same documents again. I still have access to the account and the balance remains just over 1000. Their withdrawal limit is 500 and they only allow one withdrawal at a time so I started with that but all withdrawals rejected despite sending the documents repeatedly. They have now stopped communicating with me entirely or informing me why I’m being rejected.

Initially I played with ‘bonus spins’ but I had met the wagering requirements which they confirmed with me. All the correspondence I have related only to verification documents being the issue, but I provided everything required multiple times. I can send you what was uploaded to their site if neeeded.

I had unauthorised transactions made on my banking which was traced back to the original deposit I made with them so have had to cancel my card. It seems they have been stealing small amounts at a time hoping it would go unnoticed which initially it did and then it progressed to larger amounts.

thank you

Dear Lorna,

Have you contacted the bank regarding unauthorized transactions? They need to investigate. I'm afraid it is not our field of expertise or jurisdiction.

In regard to your account verification, is there any relevant communication that you could forward to petronela.k@casino.guru, please?

Hello, they have now accepted a withdrawal so waiting to see if it will be processed and I will confirm with you asap. Thank you for the help

Great news, Lorna. Please keep me informed.

The amount was paid by the casino, thank you

Unfortunately on attempting to make the second withdrawal via exactly the same method as the one they approved (bitcoin wallet) they continuously reject it without explanation.

its sorted, you can close this case. Thanks for the time

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Lorna, for your cooperation and confirmation, and please don’t 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,

Petronela

Casino.Guru