PokerBet Casino - 플레이어의 출금이 지연됩니다.

Hi, I'm Riccardo M.

First of all I would like to specify that the country is Italy/Poland and not Puerto Rico. I don't know why I can't select the right country.

On December 19th I registered on this platform. At first I asked by email if I could play and withdraw from both Poland and Italy since I am an Italian resident but am often abroad, as well as the withdrawal and turnover limits.

I was told that there is no problem and so I sent all the documents and my account was verified.

I paid €1500 and when I got to about €2500 I wanted to withdraw but I couldn't because the site said I had to upload documents. So, I sent a photo of the card I used by email and they told me I could withdraw.

I didn't withdraw anymore but I continued to play and in about 10 days, winning and losing I reached a total of €40,310.00.

so I wrote to the casino to say that I want to withdraw both because I don't want to lose the win since I'm satisfied but also because €40,000 is the monthly withdrawal limit.

Since there was no bank transfer option I requested €9,000 on Mastercard. It's been 3 days already (in the terms and conditions it says within 72 hours) but the last communication with the casino is from 3 days ago where they said they were waiting for feedback about the routine gameplay check but I haven't had any more info.

Since it is a nice win and I would like to avoid falling into psychological games to get me to play and lose (since it was already happening but I managed to recover), since the account is already verified twice I asked the casino to communicate to me a 5-week plan to withdraw this €40,310.

can you help me?

obviously I have about 120 screenshots referring to account, communication with the casino, balance, transaction screenshots and also some screenshots of all the times when the game magically crashed and I had to refresh everything.

For convenience I could send them by email because there are a lot of photos.

Now, I kindly request you to mediate and contact the casino to avoid these psychological games.

I understand that it is a large amount, I work in Anti money laundering and I know the procedures, but I won and I would like to avoid these techniques used by other Casinos.

Thank you

Salve, sono Riccardo M.

In primis vorrei specificare che il paese è Italia/Polonia e non Puerto Rico. Non so perché non riesco a selezionare il paese giusto.

il giorno 19 dicembre mi sono registrato su questa piattaforma. Dapprima ho chiesto per mail se potessi giocare e prelevare sia da Polonia che da Italia visto che sono residente italiano ma spesso sono all’estero, nonché i limiti di prelievo e di turnover.

mi è stato detto che non c’è alcun problema e ho così mandato tutti i documenti e il mio account era verificato.

ho versato 1500€ ed arrivato a circa 2500€ volevo prelevare ma non si poteva perché nel sito c’era scritto di dover uploadare dei documenti. Così, per mail ho inviato la foto della carta utilizzata e mi hanno detto che potevo prelevare.

Non ho prelevato più ma ho continuato a giocare e nel giro di circa 10 giorni, vincendo e perdendo sono arrivato ad un totale di 40,310.00€.

così ho scritto al casino per dire che voglio prelevare sia perché non vorrei perdere la vittoria dato che sono soddisfatto ma anche perché 40.000€ è il limite di prelievo mensile.

Visto che non c’era l’opzione del bonifico ho richiesto 9.000€ su Mastercard. Sono passati già 3 giorni (nei termini e condizioni c’è scritto entro 72h) ma l’ultima comunicazione col casino è di 3 giorni fa dove dicevano che attendevano un feedback circa il controllo di routine del gameplay ma non ho avuto più info.

Siccome è una bella vittoria e vorrei evitare di cadere in giochi psicologici per portarmi a giocare e perdere (visto che stava già capitando ma sono riuscito a recuperare), visto che l’account è già verificato due volte ho chiesto al casinò di comunicarmi un piano di 5 settimane per prelevare questi 40310€.

potete aiutarmi?

ovviamente ho circa 120 screenshot riferiti ad account, comunicazione col casin, balance, transaction screenshot ed anche degli screenshot du tutte le volte che magicamente il gioco si bloccava e dovevo refreshare tutto.

Per convenienza potrei inviare per mail perché sono tante foto.

Ora, chiedo gentilmente di mediare e ti contattare il casino per evitare questi giochi psicologici.

capisco che è una bella cifra, lavoro in Anti money laundering e conosco le procedure, ma ho vinto e mi piacerebbe evitare queste tecniche usate da altri Casino.

Grazie

Dear ricmastrangelo,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests. 

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint. 

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.  

If you worry about playing away your money, I suggest you install BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).

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Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.

Thank you in advance for your patience and understanding.  

Best regards, 

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

No one is providing me any timeframe. In other past experiences the regular gameplay checks was done by few hours.

here is more than a week since I started to request withdrawals with my account being full verified 3 times. At the beginning with my KYC, then with my credit card picture and then again with my selfie with document and a white paper with some provided info to write.

I do not understand the concern but at least the good news is that even if I wanted to play to win more I could not as they suspended me. However I don’t want to play anymore because in the last days I started to lose a lot and it was harder and harder to win again.

i simply asked the casino to provide me with a precise calendar in order to withdraw this balance which will be 50.017€ by Friday after I will redeem the cashback for bets and losses.

can you please assist?

Attaching all the evidences as communicated by you via

my final balance is 50 017€ including the cashback of these days.

i provided always promptly all the documents and information requested

And several times I also experienced errors after many bets lost and I could not Continue the series of betting and I should start from the beginning so the rtp was basically cancelled and it should start again. I have never created issues even tho I experienced not always a smooth game. I have always cooperated with their requests and many times I was the one that in advance asked to provide everything in order to avoid issues later. (E.g KYC when I registered)

If you need any other specific information/documentation do not hesitate to ask me

thank you

It’s incredible. When you need to deposit it is an instant, when you win it is always a marathon.

i understand all the procedures, requirements and steps but I frankly do not understand how it is possible to prolong like this.

The normal gameplay check by provider is done by few hours. More or less I placed 6700 spins in total (losses and win) so they have all softwares to check that easily.

It is the first time I experience this. Even in the past with large wins it was not super fast but not like this

this is the news of today. I try to log in at home with Wi-Fi and this is showed.

if I use my normal data with polish number it works but until yesterday I could normally log in and play!

can you please assist to speed up my payouts?

All of this is starting to be quite uncomfortable

Can you please help me to understand what is the issue?

Frankly, I have trouble identifying what the problem is.

I am fully verified, passed KYC, verified deposits via credit card verification, met all wagering requirements, did not use bonuses to play. I have collected wins after sharp losses. I finally decided to stop and withdraw my winnings so as not to be greedy and lose everything.

Furthermore, the terms and conditions stated a timeframe of 78 hours maximum for the approval of payments but now it is already almost two weeks.

Also, respecting the limits of €10,000 per week it would have taken me 5 weeks and therefore until February 7th. But no one has started paying me and so everything is delayed.

At this point I kindly ask you to operate a solution that allows me to withdraw my winnings correctly respecting the times in order to complete the full withdrawal of the sum by mid-February.

I await news

Francamente ho difficoltà ad identificare quale sia il problema.

Sono ampiamente verificato, ho superato il KYC, ho verificato i depositi tramite la verifica della mia carta di credito, ho rispettato tutti i wagering richiesti, non ho utilizzato bonus per giocare. Ho collezionato vittorie dopo brusche sconfitte. Ho deciso finalmente di fermarmi e ritirare le mie vincite per non essere avido e perdere tutto.

Inoltre, nei termini e condizioni era scritto un timeframe di 78h massime per l’approvazione dei pagamenti ma oramai sono già verso due settimane.

Inoltre, rispettando i limiti di 10.000€ a settimana mi sarebbero volute 5 settimane e quindi fino al 7 febbraio. Ma nessuno ha iniziato a pagarmi e quindi è tutto ritardato.

A questo punto chiedo gentilmente di operare una soluzione che mi faccia ritirare le mie vincite in maniera corretta rispettando i tempi in modo da ultimare il ritiro intero della somma entro metà febbraio.

Attendo news

Dear Team, also, if you could update the thread because the final amount won and to be withdrawn is €50,017.56.

Thank you

Gentile Team, inoltre, se poteste aggiornare il thread perché la somma finale vinta e da ritirare è 50 017,56€.

Grazie

I basically invested €1500 and won and now I've been fooled and scammed?

No one communicates or makes me understand why I am not getting paid

Ho praticamente investito 1500€ e vinto e ora sono stato preso in giro e scammato?

Nessuno comunica o mi fa capire perché non vengo pagato

Good morning. As said my fina balance is 50 017, 56€ as I had to redeem the last euro of cashback for my bets (occurred before they communicated me to suspend my account temporarily). Today I then cancel the last withdrawal of 4500 in order to remake it with the total final balance of 5 017€ but I’m not even able to do it so for now I have 5 pending withdrawals of 9.000 and 5 017€ in the balance which I cannot withdraw as they block even the option to do so. But that is even strange as in the platform it is said that "I cannot play but at this moment I can only withdraw".

I have no other communications from them. I attached you these files to show you my final total balance in withdraeals pending and balance.

so it seems they don’t want to scam me. However they do not tell me what is going on and the reason why of this big delay. Could you please help me out to mediate and understand?

Dear ricmastrangelo,

Thank you for providing detailed evidence of your case. We truly appreciate your patience and cooperation as we review the situation.

Please note that as per our policy, we can request the casino's involvement in resolving the complaint only after 14 days have passed since the day you submitted your withdrawal request. Since your oldest request was submitted on December 29, I recommend waiting until Sunday, January 12.

If you do not receive your winnings by then, please inform me, and we will promptly step in to assist you further.

Thank you for your understanding and trust in our support.

URGENT

I just got notification on my revolut that the 2 deposits of 500 and 1000€ of the 19th of December have been sent back to me and I should receive in 5 days. It is very strange.

it seems to me they won’t pay my winnings and have just sent me back deposits.

additionally, in the account now I have 1500€ les in the real balance as you see from this picture that you can compare with the previous.

of course casino is not replying to me.

I won and I want what I won.

please assist me before they will block me and I suspect they may do very soon today.

Additionally, while when I registered and played there was simply a bet limit of 50€ in the games, then they set me during my last days of playing a limit where I could chose only in a range between 0-15 15-25 25-50.

now, after I received this notification of my deposits being returned, I accidentally noticed that in my profile there is a limit for every game with only option 0-5€ in bets.

Im suspended by them currently, I just want all my winnings I legit won. And I won’t play here again as all of this is absurd.

please assist me as in the account is happening everything in these hours

Im very negative on what is happening because it seems to me that they just refunded my deposits without recognise my winnings.

In fact they did not do any withdrawal approval but they have just taken 1.500€ from that real balance remaining and simply refund my old 2 deposits. In fact I received notification in revolut that the transactions of 19 of December have been returned.

im extremely pessimist and sad. They claimed they won’t keep my winnings but thus far, what happened is extremely suspicious and without logic and of course I did not receive any communication by then even tho I asked them if they were stwrtying to paying my 50 017,55€ won 🙁.

can you please help me out urgently?

Nothing is clear here

Thank you very much, ricmastrangelo, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you so much, Veronika 🙏

Grazie mille, Veronika 🙏

Im writing a recap of the whole matter.

19 December: I register myself in the platform and before to deposit I contact the support to ask: general limit of withdrawal according to terms and conditions, wagering, if I could play deposit and withdrawal both from Poland and Italy as I’m Italian resident in Italy but I often time am in Poland, and how to verify my KYC in advance in order to avoid problems like past experiences in other platforms. 

The support promptly replied and I send my docs which are verified. I deposit 500€ and lost, then deposit 1000 and start to win arriving to approx 2025€. I want to withdraw 

20 December: support asks me to submit my card used to deposit and I immediately do and they say to feel free to request withdraw. 

20-30 December: I continue to play with my balance (never used since the beginning any bonus). I start to win a lot, then lose but win again. In the end the 30th of December I arrive to 31.922€ and ask for a withdrawal plan. The 29th of December I request my first withdrawal of 9.000€

30th of December: they ask me to submit a selfie with my Id and a paper where is written date and name of casino. I immediately do it.

1st January 2025: I create complaint on casino Guru 

2nd of January: I receive this communication: As part of our standard procedures, we are conducting a thorough check of your gameplay to ensure everything complies with our terms and conditions.

While we strive to process withdrawal requests within 1-3 business days after document verification, delays can occur if additional checks are required. Please rest assured that you will be informed immediately once the review is complete or if any further actions are needed on your part.

1-6 January: they remove the game I was playing and I play another game always by Netent and in the end I play quite a lot and arrive to 50.017,56€ of winnings (including approx 800€ of rewards cash according to the loss which I claimed from the calendar in the account)

6th of January: I receive this communication : Dear Riccardo,

We would like to inform you that we are currently investigating your game in collaboration with the gaming providers.

To expedite this process, your account has been temporarily suspended.

Please rest assured that once the investigation is complete, we will proceed with your request promptly.

Thank you for your understanding, and we wish you a wonderful day ahead! 

7th of January, after many of my emails I receive this: We truly apologise for the frustration and inconvenience this delay has caused, and we sincerely appreciate your patience while we work on resolving the issue.

Your concern has been escalated to the appropriate teams, and we are actively investigating it. Since this process requires thorough checks and coordination across departments, we’re unable to provide a specific timeframe at this moment. However, please know that we’re treating this matter with the utmost priority, especially given the significance of your withdrawal.

We completely understand your concerns and agree that a smooth and timely withdrawal process is vital. Rest assured, we are committed to ensuring everything is handled fairly and accurately.

We’ll update you as soon as we have more information. 

8th of January: At this time, your case is still under active investigation regarding your gameplay. This process involves thorough checks to ensure all activity complies with our platform’s terms and conditions. While we understand the importance of timely communication, we are currently unable to provide a specific timeframe for the resolution.

We acknowledge the effort you have made in fulfilling all requirements, including verifying your account, completing KYC, and providing documentation. Your compliance is highly appreciated, and we assure you that this matter is being handled with the utmost priority.

Please know that we are striving to resolve this matter promptly and to provide the level of service you deserve.

10th of January: Thank you for your message. We truly understand how frustrating and inconvenient this delay must be, and we appreciate your continued patience as we work on resolving this matter.

Please rest assured that your case is being actively investigated by our team. While this process may take time due to the need for thorough checks, it is being handled with the utmost priority. We want to assure you that your concerns are being taken seriously, and there is no intention of withholding any rightful winnings.

As a licensed and regulated platform, we strive to maintain transparency and fairness in all aspects of our operations. The delay is not reflective of our commitment to our players but rather the result of procedural measures in place to ensure accuracy and security for all parties involved.

10th of January: I send an email around 15.20 asking to please give me updates as all of this is very frustrating and I feel scammed. At 15.48 I receive notification in my revolut that the 2 deposits of 19th of December have been ordered for return and I will receive next week. 

I start panic as it is weird because in my real balance which was 5 017,56€ there is 1.500€ less, payouts are all pending, and deposits from same operator have ordered for return. To me it seems they just sent me money back while they don’t want to pay all of this legit winnings I did despite the fact I was compliant with everything. 

No one then replied me anymore. At this moment writing I can access the website, I’m suspended still, I cannot ask for withdraw the remaining balance and I noticed they created ad hoc bet limits 0-5€ on every game apparently in my profile.

I simply want to withdraw all my winnings and I don’t understand why they did not start to approve my withdrawals but ordering refund of deposits.

I have simply asked them, given the delays and the weird situation, to provide me a calendar for the withdrawals and I provided them my Bank’s account details via email so that they could organise the payouts according to terms and condition in 10.000 per week. Also, I ask to take into consideration the delay and to compensate it in order to finish to pay my winnings on time so if they could modify the amount of the first 2 payments in order not to delay even more.

Dear Jakub,

FYI I have forwarded to your email a Google shared drive with more or less 150 files including foto but also different relevant videos.

waiting to hear from you soon!

Best regards

Update: I have received in my Revolut the 2 deposits back few minutes ago.

I can access my account and now I still have 5 deposits pending (9.000€ each) and the real balance is 3517.56€. I cannot even request withdrawal for this. Everything seems like frozen.

Casino does not reply to any of my several emails sent from yesterday.

All of this is very shameless. I still do not understand why I’m not still receiving my winnings. I asked them which is the problem, if they do not have liquidity (strange) or what but no replies.

All of this, how also explained to them, does not have any logic.

My withdrawals (first from 29 of December) are yet not approved but I received back my deposits.

I kindly ask light and help on this because it is a powerless situation and it is very bad.

They gave me trust when I registered.

i deposited and played. I fairly won and now they created a mental prison of silence.

i want to believe that they refunded these 2 deposits to check if I can receive withdrawals on my method.

However I understand the delays in the payouts (is not the first time) but this is everything but ideal. It is extremely frustrating and a bad experience and I wish it can be fixed soon because I do not see any reason why I should not receive yet my winnings.

And I want to apologise for the several post in this thread but they put me in a situation of big stress as I do not have communication and this thread is a sort of hope and way for me to release these bad emotions they are creating in me. I wish nobody to receive this treatment.

hope you can understand and you will help me out soon.

Thank you, Guru

It seems to me a similar behaviour already has last year with fo** play casino. With the only difference that here I just received randomly my deposits back.

Last year I was contacted by SoftGamings which apologised and confirmed my winnings and scheduled a payout calendar.

As this casino said to be in contact with the providers (Netent) which belongs to Evolution which is owned by SoftGamings can we gently ask their intervention?

Because I’m extremely angry as actually I won so those 48517,56€ in my account are my winnings and I have the right to withdraw as I’m fully verified and I did not violated anything for several reasons:

1) I’m a AML-CTF/Compliance analyst so I would never do something which is actually what I prevent 

2) because I verified myself in advance as I wanted to see if they wanted to verify me as a serius platform would do if you ask 

3) I read terms and conditions while registering because is not my first experience in an online platform with Curacao and I know I should be very prudent since the beginning and collect as much evidences I can. 

And almost they made me feel guilty. But then I asked my self: are you verified? Yes!, did you collaborate? Always, I was actually the first proactive between me and them. Did I use any vpn or forbidden online third party tools? NO!, could I play both from Poland and Italy? YES, as communicated by me and in the terms and conditions. Did you use bonus? NO. Did you wager your 1.500€ x1? I assume as I reached 50K playing almost for 300k the same money losing and winning.

So there are seriously no reason for this. My assumption is that they do not have liquidity to pay me or simply they would not like to pay my winnings (even tho they say they are legit and want to pay me regularly after this issue) because otherwise I would not understand why they removed some games from my account, suspended me "to speed up the investigation" and then set an ad hoc bet limit 0-5€ so actually it is a sort of way to say "you can’t play and win here anymore". I want to remind that those Netent games usually have a max limit of 100€ on each number but here was 50€. I accepted because I may understand it is a way to stop someone to win a lot. And then magically the max you can put is 5€. I believe it should not be even fair towards the game providers because the reputation of big brands such as Netent or Evolution it is affected.

I’m confident all this joke will be fixed because I’m an extremely calm, positive and handy person but I don’t like to be stolen of my money because yes, I won and those funds belongs to the player.

It is exactly the same pattern of the complaint with FoxyPlay last year.

They delay, give always the same message, they mention game provider and then suspend my game and do not reply to me anymore.

the only differences are that in that case they were mentioning Kyc provlem and here gameplay. And also that here I randomly got refunded of my 2 deposits.

But no one replies to my messages anymore and I have 48517,56€ on my account.

That is very gross.

Is there a way to contact Netent?

i played more than fairly and these winnings must be paid.

that is hilarious. I have been told I could play from both Poland and Italy, so I did.

Im Italian but having also temporary polish permit so in any case I could play from both locations.

nothing was in the terms and conditions. And today, after I won they say so?

please act immediately because this is a scandal! I won and I want my winnings

As you can see, there was no any gameplay issue. This is ridiculous. I urgently need your intervention

I also want to add that after they told me it was ok the 19th of December I checked terms and conditions and italy and Poland were in the accepted country list indeed.

after I created this complaint, the section is now disappeared from the terms and conditions but still there is nothing saying I could not play from Poland and italy.

this is a criminal act.

i won regularly

I would like to point out that:

1. I asked if I could play from Italy and Poland and I was told yes and it was in the terms and conditions
2. deposit and everything ok
3. I verify myself and my Italian documents are verified without any problems
4. I decide to withdraw and from that day I can only access with the Polish SIM and the Italian Wi-Fi used from the beginning magically no longer gives me access to the site
5. I ask for clarification and they tell me that they don't want to take my winnings but it's just a routine gameplay check
6. then they refund my deposits
7. today there is no more mention of the gameplay (which was perfect since I am an honest person) and they say they don't accept Italians.

do you think I should give up the €48,517.55 I won? Which would change my life, by the way?

well I'm not having it! I'm really pissed off and I hope we can find a way to resolve this because I feel like I'm being made fun of like an idiot.

Vorrei sottolineare che:

1. Chiedo se potessi giocare da Italia e Polonia e mi viene detto di si e lo stesso era nei termini e condizioni
2. deposito e tutto ok
3. mi verifico e i miei documenti italiani sono verificati tranquillamente
4. decido di prelevare e da quel giorno posso solo accedere con la sim polacca e il Wi-Fi italiano usato dall’inizio magicamente non mi da più accesso al sito
5. chiedo delucidazioni e mi dicono che non vogliono prendere le mie vincite ma è solo un controllo di routine di gameplay
6. poi mi rimborsano i depositi
7. oggi non si fa più cenno al gameplay (che era perfetto visto che sono una persona onesta) e dicono che non accettano italiani.

voi pensate che devo rinunciare a 48517,55€ vinti? Che tra l’altro mi cambierebbero la vita?

beh io non ci sto! Sono molto incazzato e spero troveremo il modo di risolvere perché mi sento preso in giro come fossi un imbecille.

I would like to underline that:

I ask if I could play from Italy and Poland and I am told yes and the same was in the terms and conditions deposit and everything ok

I check myself and my Italian documents are verified easily

I decide to withdraw and from that day I can only access with the Polish SIM and the Italian Wi-Fi used from the beginning magically no longer gives me access to the site

I ask for clarification and they tell me that they don't want to take my winnings but it's just a routine gameplay check then they refund my deposits

today there is no more mention of the gameplay (which was perfect since I am an honest person) and they say that they don't accept Italians.

do you think I have to give up €48517.55 won? Which among other things would change my life? Well I'm not into it! I'm very pissed off and I hope we'll find a way to resolve it because I feel ridiculed like I'm an imbecile.

As can be seen from all the screenshots that I sent you by email in the Google drive, there was also the platform optimized for Italy with the "pokerbet Italy" logo and the specific payment methods for Italy. Guys, let's be serious. I'm not an inexperienced person. I agreed to be able to play and they actually told me (as you can see from the screenshots) that if Mastercard didn't work they would find a solution. they tried the gameplay strategy and now they talk about a country not accepted? but sorry, I only deposited after reading the terms and conditions and their OK. Furthermore, there was no reference to Italy as prohibited in the terms and conditions. Indeed, it was among those permitted. but then, sorry, if you tell me that Italians can play and you verify me twice with Italian documents, how can you say today that Italians are not accepted? It's a childish excuse like children who lose at football and ask for the decisive goal to win. Come on…. I kindly ask PokerBet to review this choice because it is truly scandalous and fraudulent…

Dear ricmastrangelo,

My name is Kubo, and I will be handling your complaint moving forward. If there have been any new developments since the last update, please don’t hesitate to let me know.

Additionally, I kindly ask that future communications remain as concise as possible. While I truly appreciate the thoroughness and detail you’ve provided so far, I believe we now have all the necessary information from your side.

Thank you for your understanding, and I look forward to assisting you further.

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

Dear PokerBet Casino,

Could you please provide detailed information regarding this case and explain the reasons behind the delay in the player's withdrawal?

Thank you in advance for your response!

Best Regards,

Kubo

Sure, Kubo.

i just attached a just new email received. So I assume that we need updates on these "checks" as actually they are aware it has been long time already and providers take usually 2 days to check it.

I wish we will fix this matter and I will be able to thank you all.

let’s see what happens next and thanks in advance for the further assistance

today

Hello!

do we have a e news outside this thread?

as the casino replies to my email I assume they may give a full explanation at least to you.

We are talking of 48.5K, not pennies.

I hope we could finally fix this asap because I think I have been waiting too long.

thank you

today

Hello, we're still investigating this case. Thank you for your patience.

FYI, Today

today.

I am just attaching everytime updated communication with the Team of Casino.

I hope we will solve this matter soon and I will be able to finally withdraw my legit winnings!

Thank you all

today 🙁

Dear ricmastrangelo,

Thank you for keeping us updated. As I mentioned in my previous post, I believe we already have all the relevant evidence, and I don’t think it’s necessary to share every single email from the casino that simply reiterates the message, "the investigation is still ongoing."

As for external communication with the casino representative, I currently don’t have any new updates to share. If I receive any additional information, I will make sure to let you know.

Thank you for your understanding.

Dear PokerBet Casino,

Could you please provide any new and relevant information regarding your investigation into this case? Has the investigation been concluded? If so, are there any results or details you can share with us?

Thank you for your cooperation.

The Casino support stopped to reply to my email.

It has been one month and frankly I doubt they are really waiting for the Provider to give them details.

I have been always gentle, collaborative and patient but I face just a lack of communication.

That’s not fair. If I had lost 50k in deposits now it would be ok but now I won and it is a problem.

i hope for a resolution because I feel scammed and affected because what I’m passing it is very cruel.

Hello,

We will be back with a response on this case later this week.

Thank you for your patience.

Dear PokerBet Casino,

Thank you for your message. We are awaiting your update and look forward to your response.

I want to believe that, as communicated to me yesterday by their support via email, and here in this thread on Monday, they are finalising the issue before providing me finally the schedule of the payouts.

It seems to me that considering 40 days of delay, the fact that I’m fully verified and I have always been proactive, honest and collaborative in everything maybe it is finally time to conclude this bad experience which has affected my mental health for over a month.

Im confident in the honesty of the casino, as communicated by the Assistant Pablo. And I’m expecting and wishing a prompt resolution.

Apologies for the several messages but try to understand that is not easy to deal with a 40 days delay without interactions so writing here is a sort of way to release the sufferance and the emotions accumulated.

Thank you in advance to both parties

Hello,

We sincerely appreciate your patience.

We will get back to you with a response later this week.

Every week you keep sending the same copy paste message.

It is a month and half that this situation continues.

Why all of this is needed?

I gave you everything you needed and you are simply disappearing from your honesty. I simply want to be paid of my winnings.

I have never experienced something like this before.

why you sponsor fast withdrawals if you don’t even pay players?

All of this it is extremely frustrating and not correct.

You keep say since weeks "we appreciate your patience".

I do not have patience anymore because it seems to me you are simply delaying things for months in order then to confiscate my money because I’m not active in the account.

Just to mention a few points:

• I passed the KYC
• you verified my credit card
• I sent you over a selfie with Id and paper
• You removed the game I was playing at in order to make me lose
• when I won also in another game you blocked me
• you suspended me
• you now are creating new ad hoc limits and limits in the platform

I have enough of this. I won in a legit way those money. How long should I wait? Years? I think we went over every acceptable timeframe

you Make fun of me. I’m being cheated.

i want time and deadline. This is not acceptable. I have been asking you several times to provide me the truth about this

An hypothetical game check doesn’t last months.

it takes usually few days or a max timeframe between 14-28 days.

if you don’t want to pay me because you do not have liquidity or simply want to steal my money just say it, don’t play with people emotions.

I fairly won that money and I don’t understand why I cannot finally use them in my life.

Sorry but I want to come to an explanation of this.

Im not new in this environment and I had different issues and complaint but this is the most absurd one.

Im a human being! I won and want my wins

@PokerBet,

If you do not communicate which "the issue" is, it is not possible to understand how to cooperate.

It seems to me that you are simply scamming me of my legit winnings.

I want to underline again that before play in any casino I ask specific questions: 1)can I play deposit and withdraw here according to country? 2) which are the withdrawal and winning limit? 3) withdrawal timeframe processing and 4) To verify in advance my CDD KYC.

after you gave me grebe light in these 4 points I have deposited and won. Then you asked me to withdraw to provide credit card proof and also a paper with my selfie and I’d with your casino name. And I did

After you removed the game I was playing and winking at. And I won in another game and then asked you I wanted to withdraw all the balance.

you suspended me because you wanted to speed up your gameplay routine check (more than a month ago).

after that you started to insert in the account randomly betting limit, winning limit, other functionality.

then you are totally lacking of providing me updates or information as I’m and I was always cooperative in order to clear once and for all this. You simply continue sending me emails inviting me to play in your casino in order "not to miss the chance to win as other players are doing and claiming that you offer a special customer support in chat"

Do you think is this somehow legit and normal?

You should act in a professional way being in contact with me as I should be treated as your priority.

Im sure 200% that if instead of winning 48.5k I deposited and lost that now it would be everything clear on your end.

you are becoming the reason why I will lose trust in the global environment.

Gently, as I’m open to help you in anything if still needed after almost 2 months, I ask you to contact me in order to schedule my winnings payout.

Dear PokerBet Casino,

Could you please provide an update on the case? Since the beginning, we have only received assurances that a response would come later.

If we do not receive any information from your side soon, I will be forced to close the complaint as unresolved. Given the disputed amount, this would have a significant impact on your rating.

I appreciate your prompt attention to this matter.

Hello,

We appreciate your patience and ask you to wait a little longer.

Rest assured, we will get back to you in the next few days.

Hello Kubo and PokerBet Casino,

Until last Thursday I was receiving via email reply to my almost daily request of update. Always was being said ne upon the last 2-3 weeks that a final confirmation was needed before release my winnings.

since last Thursday, however, I have been ghosted. No one replies anymore via email to the message I leave in the "contact us" form in the website.

Frankly, this puzzles me as I don’t understand if consider it as a sign that they fixed this mentioned check and I should be contacted by them or by the provider soon or I should consider this disappearing as a sign yet they scammed me and slowly disappeared.

finally, I want to believe that it is not a scam as if it was they would not keep ask to wait in this thread which gives me hopes.

however, I want to believe in the honesty of their words regarding the fact that my winnings would be paid out without further delays once check was over.

Dear PokerBet, I have difficulties to understand the reason behind this lack of communication and transparency. Since the beginning I said you that, if you could not share with me details, for me was more than fine that you would discuss it only with the casino guru team.

what I do not accept is not just the timeframe but more the lack of communication towards me.

i gently invite you to give me the resolution in order to finally be able to withdraw my legit winnings.

Thank you

Frankly I’m quite tired and angry.

If I had lost 50k now I would have any right to speak.

however, I won and I did it more than fairly and the Casino disappeared.

@PokerBet

I ask you to pay my winnings. I did not anything against terms and conditions nor anything forbidden.

i don’t see any reason not to pay me.

It is 2 months I don’t have a concrete explanation!

Dear Riccardo,

Your deposit has been refunded in the amount of €1500, and your account has been closed in accordance with the following sections of the Terms and Conditions: 13, 5, 6, 9, 11, 12, 15.

We are very saddened by this decision, and it is the first time we are applying it. However, any non-entertaining or fraudulent gambling activity disrupts the balance and prevents other players from enjoying gambling as entertainment.

Our casino offers the best bonus conditions on the market and operates on minimal margins, which are taken as service fees for handling bets. We want to remain leaders in this niche, but for that reason, we cannot pay out funds that were obtained through a situation and mechanics unrelated to entertainment.

We thank casino.guru for the opportunity to provide our opinion on this case. We acknowledge the small possibility that further review by other authorities may lead to adjustments, but in this instance, we consider our decision to be correct and are prepared to defend it.

We publicly apologize to Riccardo M. for the prolonged review process, which was due to inquiries made to multiple authorities.

Hello,

I’m shocked by this message.

You are just saying that you are not paying my legit winning for which reason exactly?

I have read again these terms and conditions mentioned but I cannot find anything which belongs to me.

I asked you if I could play from both Poland and Italy as I’m Italian but I often go to Poland and you say yes. So I did (none of these 2 countries is prohibited by you despite the fact that from 6th of January you changed it without giving me the chance to connect from Italian connection. But from 20th of December until 6th of January it was everything fine).

i deposited from my credit card

i provided you my full KYC and SoF docs

i did not use any bonus to play

i respected all the rules of the game in which the max bet limit was 50€ (from 6th of January you started to create bet limits in my account)

i did not adopt any fraudulent tactic or whatever as I simply played always on the same number even when I was loosing 9.000€.

i played approx 6500 bet to reach my win

I honestly find this not a justification not to pay me. I seriously have my mind clean and I have also video evidence of my gameplay.

i seriously ask you to reconsider this and ask Casino Guru to take an action because this is not acceptable.

It is insane, I did everything correctly and I always was proactive to send docs and verify myself and also playing fairly.

i simply want my winnings because it is easy to just refund someone and not pay. If I had lost 50k you would not have refunded me 50k €.

@CasinoGuru please assist me because this is very illegal and I have already shared a Google folder with all the file.

i did not breach anything.

Additionally you refunded me when you suspended me the 10th of January so before your "checks".

All of this is ridiculous, I did not do anything different than any other win in other platform.

it is not forbidden to only bet always on a number. In fact there have been more the times I lost, I did not breach anything of your terms and conditions.

i want to see the evidence of what you are saying because I can put my hands on fire that I did not do anything not legit.

If this is the new way of stealing winnings I will never play a cent anywhere.

this is a scandal. I won in a legit way and I have video of that!

Seriously guys, this is not fair.

Please give me evidence of what you are saying.

it is not written anywhere that is not legal to play always in a number. I bet 6500 times and many times I was under of thousands of euro.

Additionally, it is not written that in every single spin I must bet the same amount because if for example now I win I don’t think that I will have again luck to win with the same number so I bet less. This is not forbidden.

I kindly ask the Guru to help me because this is a way just to take my winnings and I have read similar stories.

this is not serious on you. I have clear evidence of what I’m saying

We are very saddened by this decision, and it is the first time we are applying it. However, any non-entertaining or fraudulent gambling activity disrupts the balance and prevents other players from enjoying gambling as entertainment.

Our casino offers the best bonus conditions on the market and operates on minimal margins, which are taken as service fees for handling bets. We want to remain leaders in this niche, but for that reason, we cannot pay out funds that were obtained through a situation and mechanics unrelated to entertainment.

What I read here is that you don’t want to pay 48.5k (which is a big win) because basically the balance you talk about is that you wait just that people lose their money and if someone is kissed by luck you don’t have to pay.

Moreover you say "fraudulent gambling". Are you being serious? What is fraudulent in what i did? I have video for my safety of approx 30 minutes of my gameplay and I can put my honor word if someone would find something illegit there!

If I was playing in a fraudulent way as you sat I would not get 6500 times and most of these I was under 7/8/9 thousand euro.

and my first deposit was lost totally also.

Im sorry but I know what I say and I have evidence, I’m not talking to convince anybody but I think video can speak themselves!

I ask @PokerBet to reconsider this answer gently and I thank @Casino Guru in advance for the future effort to help me because I find this incredibly not based on the reality.

This is my last communication for now.

i will wait Casino Guru to act for me.

Kind regards

I have always played Netent in many other casino and always had my winnings.

Always played betting on the same number and no any provider (Netent/Evolution) pointed me anything so I want to understand the reason of that.

For me this is not acceptable and I want official evidence for that!

Im available to provide my video evidence if requested.

Now I have read again all the emails.

What you just wrote it doesn’t make logic sense.

The day 10th of January you sent me back the refunds of 500€ and 1000€ stating that "I was not allowed to play as Italy was restricted hence you were refunding me". After that I "reminded you with evidence" that Italy not Poland were mentioned as restricted countries (moreover in every website sponsoring you they were normally supported) and that I asked this to your support Pablo and he literally told me "do not worry, players from both countries are accepted so you can deposit play and withdraw".

Now you say that you refunded me because of "fraudulent activities" closing my account without giving me even the possibility to defend myself (as I know I’m right) stealing my balance of 48,517.56€.

I think that this is not fair both for the way you are acting which is not fair considered that I did not do anything not allowed and because after 2 months of waiting you you could at least give time to the counterparty (Guru) and me to give our version.

i want to remind that I have evidence of everything I’m saying and I would like to see evidence of what you are trying to say. Speaking of "fraudulent activities", I noticed on other complaints that is currently a quite used excuse.

I know that you were not expecting to pay and Casino are not happy to pay (especially if someone lost only 500€ of its deposit) but which is my fault? Having won basically?

why don’t you mention that my first deposit was lost, that then I deposited other 1.000€ and after I was at 5k I went down to 200€ and I was lucky enough to win again and again?

Or why don’t you mention that when I was at 21k I went back to 16k or when I was 29 I went back to 20k?