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Good afternoon! I played in this casino in Aviator and made sports bets in live mode - made withdrawals - everything was successful. 2 months ago I won more than 3000 euros in Aviator and ordered part of the money for payment - after some time the account was blocked, and the funds were confiscated. I was told that I violated all the rules, well, just everything! - because it was a complete list of violations! The situation is similar to the one I got into with KokoBet Casino. KokoBet Casino (after my complaint to you and your help) - today they returned my funds to the balance and allowed the withdrawal. The situation is similar to and happened with a difference of one day, which is not surprising, since these casinos most likely have the same owner - they work on the same platform and both are registered in Costa Rica. In view of the complete identity of the situation with KokoBet Casino, I hope for your help and protection from such fraudulent actions of the casino!

Добрый день!Я играл в данном казино в Авиатор и делал спортивные ставки в режиме лайв-делал выводы-все было успешно.2 месяца назад я выиграл в Авиатор более 3000 евро и заказал часть денег на выплату-через какое-то время аккаунт был заблокирован, а средства конфискованы.Мне заявили,что я нарушил все правила,ну просто все!-потому что это был полный список нарушений!Ситуация аналогична той,в которую я попал с KokoBet Casino .KokoBet Casino(после моей жалобы Вам и вашей помощи)-сегодня вернули мои средства на баланс и разрешили вывод.Ситуация аналогична с и произошла с разницей в один день,что неудивительно,так как эти казино скорее всего, имеют одного владельца -они работают на одной платформе и оба имеют регистрацию в Коста-Рике.В виду полной идентичности ситуации сKokoBet Casino имею надежду на вашу помощь и защиту от подобных мошеннических действий казино!

Hello,

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

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

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• Did you achieve your current balance with the help of a bonus?
• Were you asked to submit any documents required for verification? Which ones?
• 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

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Stay safe.

I registered at the casino on 12.05, so I played at this casino for about a month.

I didn’t use any bonuses - I don’t use bonuses - this is my fundamental position.

They didn't ask me for any documents.

I found out about the blocking when my large withdrawal (800 euros) did not arrive to my crypto wallet, and I could not log into my account - the system wrote that the wrong password was allegedly entered 5 times - in the chat I was accused of violations that did not happen. The situation is similar to the satisfied complaint about KokoBet Casino.

Я зарегистрировался в казино 12.05-следовательно около месяца я играл в этом казино.

Никаких бонусов я не использовал-я не пользуюсь бонусами-это моя принципиальная позиция.

Документы у меня не просили.

О блокировке узнал, когда мой крупный вывод (800 евро) не пришел на мой криптокошелек, а войти в аккаунт я не смог-система писала.что якобы 5 раз был введен неправильный пароль-в чате меня обвинили в нарушениях которых не было.Ситуация аналогична с удовлетворенной жалобой на KokoBet Casino.

Thanks for your reply.

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 apologize for the inconvenience.

Hello. I am sending you a photo of the chat with the support service. I cannot get an email from them explaining the reasons for blocking the account - they either say that they have already sent a letter (I do not have one) or simply state the management's decision and close the chat. Even if we assume that there was a letter - it will be a copy of the same letter from koko.bet / They simply stole money and at best will send a reply letter with a list of all their violations

Здравствуйте.Отсылаю Вам фото общения в чате со службой поддержки.Добиться от них электронного письма с объяснением причин блокировки аккаунта не могу-они либо заявляют,что уже отсылали письмо(его у меня нет) либо просто заявляют о решении руководства и закрывают чат.Даже если допустить,что письмо было-оно будет копировать такое же писmлише от koko.bet /Они просто украли деньги и в лучшем случае пришлют писмо-отписку с перечнем всех своих нарушений

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you edo19727 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask PoolBit Casino for their help in resolving this complaint. We would like to know why the player's account was blocked and winnings confiscated.

Thank you!

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. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

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 could 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.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Peter