PuppyBet Casino - Igrački nalog je neočekivano zatvoren.

31\01\26 I signed up on puppybet.com and made the deposit (10 ltc). I started to play and won on real money. I made the request for the first withdraw, but it was cancelled. I did successful verification and made the second request for withdraw. But after 2 days of waiting I got the letter that my account is closed. I tries to log in, but I can't. I wrote to support to know what happened. They answer that "...due to your breaching our terms and conditions, your account has been closed and the funds have been voided" But I don't understand what terms I could breach.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

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.

• What types of games did you play at this casino? Were they slots, live casino games, or did you place bets on sports?
• Have you accumulated your winnings with or without a bonus?
• Which documents did you send to the casino for verification?

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

Hello Veronika

So,

1. I played slots
2. I played on my real money. They gave me bonus, but I didn't use it in the game.
3. I sent my ID and bank statement for verification.

I hope you can help me.

Please forward me the communication between you and the casino customer support regarding the closure of your account at veronika.f@casino.guru. Thank you for your patience and cooperation.

I forward some letters at your e-mail veronika.f@casino.guru

Do I need to do anything else?

Dear Alex-Ghita

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, Romi (romana.r@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 user,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the PuppyBet Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear PuppyBet Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

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.

Response sent via email to romana.r@casino.guru and veronika.f@casino.guru

Thank you, PuppyBet Casino, for your email.

Could you please send to my email those documents you mentioned so we can check them out?

Thank you in advance.

Best regards,

Romi

Hi Romi, response sent via email. Thanks

Thank you, PuppyBet Casino, for your email.

Dear user,

Please let us know if you were contacted by the casino in the meantime and agreed to their proposal.

Thank you in advance.

Respectfully,

Romi

Hello!

Yes, I was contacted by the casino, and I agreed to their proposal.

I would like to thank the Casino Guru for helping me solve my problem: I was able to withdraw my money.

Thank you one more time!

Thank you for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Romi

Casino.Guru