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Good afternoon, I made a deposit of $120.

I placed a bet, and after winning, I ended up with $257.

I decided to withdraw my balance, but a notification popped up saying that I had a bonus (I declined bonuses when registering). I clicked to cancel the bonus and wanted to withdraw my money, as you would at any casino (if you have a bonus, you cancel it and calmly request a withdrawal).

BUT! They debited my entire balance, i.e. in addition to the bonus - deposit + winnings + bonus (I only refused the bonus).

I ask the casino to return $257 to my balance.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Casino Punkz.

Please allow me to ask you a few questions so I can better understand the situation.

• Is there any information about what bonus was activated on your account from your point of view?
• Have you contacted the casino and asked for assistance?
• Could you please share with me your communication with the casino regarding the issue? 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 resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear AdleyAng5,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

To be honest, I don't remember what kind of bonus it was. But I didn't use it. The only thing I wanted to do was withdraw some of my sports betting winnings. However, I had to cancel the bonus, similar to what happened at 1win. I canceled the bonus, and my entire account balance, including the deposit, was deducted. 

 I contacted them via chat and email, but they told me that it was a rule and they couldn't do anything about it.

Thanks for your reply.

Are there any records of the bonuses accepted in your bonus history?

Would you be able to share a screenshot?

Was your balance designated as a bonus balance, or was there any distinction between the bonus balance and real balance in your account prior to you canceling the bonus?

Please let me know.

The balance was one, there was only my winnings. after the withdrawal attempt. all money was written off. 0.12 USDT remained.

Here is a screenshot of the bonus history.

And a screenshot of the betting history

By the way, I received the bonus balance in SOL instead of USDT, and I played a few slots with it.

After that, they deducted the entire balance in USDT, which is unfair. Please help me.

Dear AdleyAng5,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear AdleyAng5,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Casino Punkz representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case specifically the reasoning behind the forfeiture of the player's balance, especially considering that no bonus was utilized.

Thank you in advance for providing the information.

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. 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. In the meantime, I recommend you contact the gaming authority and submit a complaint directly to them. You can find more about their complaint resolution process HERE, and general information regarding complaint processes with regulators HERE.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

We’ve reopened this complaint at the request of Casino Punkz. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

The Casino has sent us a message:

Hello,

Apologies for the delayed reply here.

We must correct some incorrect statements provided by the player in their first message.

They did select the bonus upon depositing as the bonus is only available for the first deposit they make and it is not possible to activate it once the deposit has already been made. So they did not decline but instead actively selected the bonus.

Regarding the bonus balance disappearing, if you read the rules of the bonus from our Promotions page, one of the first things stated is the following:

• If you cancel the bonus, all bonus funds, winnings, and any unlocked amounts are removed.

So the bonus functioned as intended and as it is stated in the rules of the bonus, which we of course recommend everyone to read before accepting any bonuses.

You can find the full rules of this bounty bonus from here - https://punkz.com/en/promotion?promotion=100-welcome-bonus

If you have anything further you need from us, we are happy to elaborate!

Dear Casino Punkz, I would kindly ask you to send me supporting evidence if the bonus being activated. Thank you so much in advance

Hello,

Thank you for reopening the complaint.

We have sent you the supporting evidence via email, please let us know if you need anything further from us.

Dear Casino Punkz Team,

Thank you for your email. I have now responded and would kindly ask you to review my reply at your convenience.

Thank you very much in advance.

Dear AdleyAng5,

Unfortunately, the casino has provided clear evidence showing that the bonus was handled correctly. Your deposit was lost at the very beginning of the bonus play. Canceling the bonus during the session, after the deposit had already been lost, does not entitle you to claim the deposit back.

Additionally, canceling a bonus during an active session and having the associated winnings confiscated is a standard procedure within the industry.

Given the available evidence, it is not possible to demonstrate otherwise, and therefore we are forced to close this complaint as rejected. Based on the information provided, the casino has acted in full compliance with the terms and conditions that you agreed to upon registration.

Please be assured that we, as an independent party, have carefully reviewed all the information and evidence. Our decisions are based strictly on verified facts and are not influenced by external pressure or assumptions.

Of course, you are entitled to disagree with our conclusion. If you believe your case is justified, you may consider contacting the relevant licensing authority. Unfortunately, we are unable to provide any further assistance in this matter.

I’m sorry we couldn’t assist you further in this case. However, if you experience any issues with this or any other casino in the future, please do not hesitate to contact us — we are always here to help.