PuppyBet Casino - Igračev nalog je zatvoren nakon problematične verifikacije.

Hello,

My name is G** v. K***** (married, double surname G******). I am the account holder of [email address hidden by Casino Guru] at Puppybet.

On 28 April 2026 I requested a withdrawal of €100. The payment department asked for a bank statement of the account ending in 5679, explanation of payment method, and selfie with ID.

I immediately provided:

A bank statement (Statements.pdf)

Photo with my face and ID

Explanation about my double surname due to marriage

They sent a verification link. During the process the system repeatedly rejected the passport photo as "unclear/unsharp". After several attempts the link stopped working. I contacted support the same day and requested a new verification link. Instead of receiving a new link, my account was suddenly closed on 30 April 2026 and all funds (approximately €840) were voided as an "internal commercial decision".

I have attached a screenshot of the account closed notification.

I was fully cooperating the entire time and was never warned that technical verification issues could lead to immediate closure. Support only gave generic responses.

All correspondence has been archived and forwarded to [email address hidden by Casino Guru] for documentation.

Requested solution:

Full return of the balance (approx. €840) or at least all deposits made. A clear explanation of which exact Terms & Conditions were breached and why no new verification link was provided.

Additional information:

This appears to be part of a larger family issue. My husband has similar account closures at Betiro, Betblast and Puppybet (earlier in April). We live at the same address but play independently.

All accounts fully cooperated with KYC.

Attachments:

All support email correspondence (.eml files)

Bank statement (Statements.pdf)

Screenshot of account closed notification

Thank you for your assistance.

Important notice:

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Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Who is the owner of the bank account shown in the bank statement you sent to the casino? I can see only the surname listed, but no first name.
• Do you have any official confirmation from your bank proving that you are the owner of the bank account used for deposits to the casino? If so, could you please forward it to the casino as proof of ownership?
• Have you used any other payment methods to deposit funds into the casino?
• Could you please explain why your husband’s account at this casino was closed?
• Which of your documents have not been approved during the KYC verification process?

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

Best regards

Veronika

Thank you for your reply.

Could you please forward me the identity documents that you previously submitted to the casino for verification? You can send them to my email address: veronika.f@casino.guru.

Additionally, could you kindly clarify which exact name and surname you entered in your casino profile? You mentioned that you have three first names, but introduced yourself as Gon, which is presumably your nickname. Could you please specify which of your first names was used during registration?

Also, please confirm which surname(s) were entered in your casino account profile.

Thank you in advance for your cooperation.

Thank you for your email and for the clarification.

• Have you and your husband ever accessed both of your casino accounts using the same device, such as a computer or a phone?
• Have you and your husband ever used the same payment method to deposit funds into this casino?
• Have you and your husband both activated the same bonuses or played the same games?

Thank you in advance for your cooperation.

Hello Veronika,

Thank you for your email.

Here are the answers to your questions:

1. Same device

No, my husband and I have never accessed each other’s casino accounts. We have always used our own separate phones. We have never used the same computer or phone to log in.

2. Same payment method

No, we have never used the same payment method. We have only deposited money from our own personal bank accounts:

My deposits came from my ING account ending in 5679 (in my name).

My husband used his own separate bank account.

3. Same bonuses or games

It is possible that we sometimes activated the same bonuses or bet on the same sports matches. We occasionally discuss sports and exchange tips with each other, as many couples do. However, we have always played on our own accounts, with our own money, and made our own decisions.

We live at the same address but have always played independently. Both accounts were fully verified with our own personal documents (passport + selfie), and we have never shared login details or played from the same device.

I hope this clarifies the situation. I was fully cooperating with the verification process when my account was suddenly closed due to technical issues with the passport photo.

Please let me know if you need any more information.

Thank you for your continued help.

Best regards,

Gon van K. - G.

Dear GonX

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,

Veronika

Dear GonX,

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 PuppyBet Casino 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 and state the reason why the player´s account have been blocked and the balance confiscated?

Thank you in advance for providing the information.

Hello Martina,

Thank you for taking over my complaint and for your help.

I appreciate that you are contacting Puppybet for a clear explanation.

Please let me know if you need any additional information from me.

Thank you again for your assistance.

Best regards,

Gon van Kempen - Geuijen

Thank you for submitting your complaint. We have reviewed the case in full and wish to provide the following explanation.

Following our routine verification and anti-money laundering procedures, we identified two distinct violations of our Terms and Conditions, each of which independently justifies the actions taken.

1. Use of a Third-Party Payment Method

Our investigation confirmed that funds were deposited into the account using a bank account not registered in the account holder's name. This is a direct violation of clause 6.8, which states that customers are not permitted to use any payment method belonging or registered to a third party, including family members, for the purpose of depositing funds. The clause further states that any deposits made in breach of this provision are deemed invalid, and any subsequent winnings arising from such deposits are considered null and void and subject to forfeiture.

2. Account Use by a Third Party

Evidence gathered during video verification sessions indicated that a third party was consistently present and actively involved in conducting those sessions on behalf of the registered account holder. This constitutes a breach of clause 3.1(d), which requires that accounts be registered and used solely for the personal use of the account holder, acting on their own behalf and not on behalf of, or assisted by, a third party.

3. Resulting Actions

Given the above, and in accordance with clause 11.2, which permits us to suspend or terminate an account where we reasonably suspect fraudulent, unlawful, or improper activity, and clause 11.4.3 (specifically sub-clauses 11.4.3.4 – third-party funding and 11.4.3.1 – identity fraud), we were entitled to close the account and confiscate the balance held therein.

We consider the closure and confiscation proportionate and consistent with our Terms, and we stand by this decision.

Kind regards

Dear PuppyBet Casino Team,

thank you very much for the explanation!

I want to kindly ask you to send me supporting evidence to my email address (martina.b@casino.guru).

Thank you very much in advance