PuppyBet Casino - Račun igrača je zatvoren, a sredstva konfiskovana.

Hello,

The casino closed my account without giving any reason and withdrew €1,040.

I had a casino bonus that was lost.

However, I still had real money balance.

Here is the email I received:

"Hello,

Greetings from Puppybet!

We would like to inform you that. As an internal decision, our Security team has decided to close your account indefinitely and has confiscated your funds due to a breach in our Terms and Conditions.

Please refer to our dedicated page: https://www.puppybet.com//terms

We wish you a great rest of your day and remain at your disposal.

Kind regards,

Kyle

Puppybet Support"

Please help me get my money back.

As far as I'm concerned, they can take away my winnings (which isn't fair), but I'll get my deposit back.

Only authorities and not private companies are allowed to confiscate.

Hallo,

das Casino hat ohne eine Begründung mein Konto geschlossen und 1040€ eingezogen.

Ich hatte einen Casinobonus, der verloren gegangen ist.

Ich hatte allerdings noch Guthaben in Echtgeld.

Hier die Mail, die ich erhalten habe:

"Hello,

Greetings from Puppybet! 

We would like to inform you that. As an internal decision, our Security team has decided to close your account indefinitely and has confiscated your funds due to a breach in our Terms and Conditions.

Please refer to our dedicated page: https://www.puppybet.com//terms

We wish you a great rest of your day and remain at your disposal.

Kind regards,

Kyle

Puppybet Support"

Bitte helfen Sie mir, mein Geld wieder zu bekommen.

Von mir aus, kann man mir meine Gewinne streichen (was schon nciht ffair ist), aber meine Einzahlung bekomme ich wieder.

Konfiszieren dürfen nur Behörden und keine privaten Unternehmen.

Dear player,

Thank you very much for submitting your complaint. 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.

Could you please confirm that you have passed the KYC verification?

Could you please specify the bonus you used?

Did you play only casino games, or did you also place sports bets on the platform?

Could you please let me know whether the casino specified the exact reason for the account closure and fund confiscation?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@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 very much in advance for your reply.

Best regards,

Dominika

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 makes such a request, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

I forwarded the email traffic.

I played both there, the bonus was the casino welcome bonus.

No, the casino didn't give me a specific reason, just the email about it.

And yes, I passed KYC.

Hallo,

ich habe den mailverkehr weitergeleitet.

Ich habe beiddes dort gespielt, der Bonus was der Casino-Willkommensbonus.

Nein, das Casino hat mir keinen genauen Grund genannt, nur die Mail dazu.

Und ja, KYC hatte ich bestanden.

Dear player, I haven’t received any emails from you. Could you please double-check if they were sent correctly?

Also, have you been able to obtain any specific reason from the casino regarding the closure of your account?

Dear player,

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.

Hello,

I have now forwarded the email again.

I haven't heard anything from the casino since.

Hallo,

ich habe die Mail jetzt nochmal weitergeleitet.

Vom Casino habe ich gar ncihts mehr gehört

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.

Hello Lion1412,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite PuppyBet Casino to join the conversation.

Dear PuppyBet Casino,

I would appreciate it if you could provide details regarding the closure of the player's account. Specifically, what actions or gameplay by the player were identified as violations of the bonus terms and conditions? If this information cannot be shared publicly, please forward it, including supporting evidence, to me at michal.k@casino.guru for an independent assessment.

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.

Hi Michal,

A response has been sent to you via email on Monday 15th September.

Kindly review and advise, thanks.

Dear PuppyBet Casino,

Thank you for your email. I have replied and look forward to receiving the additional information and evidence, which should allow me to properly assess the situation.

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.

Thank you for your email with the additional information and the provided evidence, PuppyBet Casino Team.

Dear Lion1412,

Following a thorough examination of the information and evidence provided by the casino team, it has been concluded that your gameplay involved the so-called 'delayed rounds' technique, which falls under the prohibited practices as mentioned in article 11. Unacceptable use of our Services in the casino's terms and conditions, which you accepted by opening your account.

We strongly recommend that you carefully review the terms and conditions and ensure you are in full compliance with the rules. If you are uncertain about any rules, it is strongly advisable to reach out to the casino support for clarification.

Unfortunately, after gathering all the necessary information and evidence, we are forced to reject this complaint because you have breached the casino rules.

Should you encounter any issues with this or any other casino in the future, please feel free to reach out to us, and we will try our best to help.

Best regards,

Michal

Casino Guru