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Hello, good evening. I registered at the betting house, won a bonus, and fulfilled the roll-over terms.

When I attempted to withdraw my money, I was unsuccessful. I contacted support, and they directed me to send my identification documents. I sent them correctly and yesterday tried to make two withdrawals: one of 1900 and the second of 70$. The 70$ one went through, but the larger amount did not. Today, again, I tried to get in touch with support and received no response. I would appreciate your assistance since it's a substantial amount. Thank you.

Ola boa noite fiz o cadastro na casa de aposta ganhei bonus cumpri o rellower

Quando fui saca o dinheiro nao tive sucesso entrei em contato com o suporte eles me passaram que era pra eu mamdar documentos de indentificaçao mandei tudo certo ontem tentei fazer 2 saques 1 de 1900 e o 2 foi de 70$ o de 70 $ caiu o de maior valor nao caiu e hj novamente tentei contato com o suporte e nao obtive resposta gostaria que vcs me ajudassse seria possivel pq e um bom valor obg

Hello rayannedupapai,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Pikebit Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? What kind of bonus did you use? Since when exactly are the withdrawals pending? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello, good morning, I sent the verification documents last Friday, the bonus was the first welcome deposit, the rellower was 1400$ which was fulfilled, the withdrawals are pending for a maximum of 24 hours after that they are rejected the last time I contacted them It was yesterday but I didn't get any response

Ola bom dia eu enviei os documentos de verificaçao sexta feira passada bonus foi de primeiro deposito de boas vindas o rellower era de 1400$ que foi cumprido os saques ficam pedendes no maximo 24hrs apos isso eles sao rejeitados a ultima vez que entrei em contatos com eles foi ontem mas nao obitive nenhuma resposta

Hello, good morning, again, the withdrawal requests I made on 14/05 were rejected, the ones with the highest and lowest values, I tried today again to make a withdrawal request for $50, I will wait to see if it will go down.

Ola bom dia novamente as solicitaçoes que fiz de saque no dia 14/05 foram rejeitadas as de maior e menor valor tentei hj novamente fazer uma solicitaçao de saque de 50$ vou aguardar pra ver se vai cair

Hello, good afternoon, they don't answer me, I think they don't want to pay me, they see my messages but they don't tell me anything

Ola boa tarde eles nao me respondem acho que nao querem me paga eles visualizam minhas menssagens mas nao me falam nada

These were the withdrawals canceled by them and they tell me to contact support but they don't respond to me

Esses foram os saques cancelado por eles fala pra eu entrar em contato com o suporte mas eles nao me respondem

Good morning, I would like to inform you that my account was blocked by the bookmaker until yesterday I was able to access it but today I tried to access it and I was unable to do so.

Bom dia gostaria de informar que minha conta foi bloqueada pela casa de aposta ate ontem eu conseguia acessar mas hj fui tentar acesar e nao consegui

Hello rayannedupapai,

Did you try to contact the casino directly through their customer support (not telegram or WhatsApp). Did you accumulate your winnings from casino games or sports betting?

Hello, good morning, I tried to contact them through the support they provide on the platform, which is via Telegram or WhatsApp, they did not respond to me again.

Now that I won't be able to do anything else because they blocked my account, I no longer have access.

My winnings were pooled by the casino

Ola bom dia tentei entrar em contato com eles pelo suporte que eles disponibilizam na plataforma que é pela telegram ou por whatszap nao me responderam mais

Agora que eu nao vou conseguir fazer mais nada por que eles me bloquearam minha conta nao tenho mais acesso

Meus ganhos foram acomulados pelo cassino

I even sent an email to the platform but no response.

Ate email enviei pra plataforma mas sem resposta nuenhuma

Thank you rayannedupapai for all the information provided. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, good morning, he will contact me to move forward with the case, can you tell me what the procedure will be, can you contact the casino?? And a very significant amount at Brazil level

Ola bom dia ele vai entrar em contato comigo pra ir adiante com o caso pode me falar qual vai ser o procedimento voces consegue entrar em contato com o cassino ?? E uma quantia bem expressiva a nivel de brasil

Hello, rayannedupapai,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. However, I sincerely hope that I misunderstood your last screenshot and that the screenshot was not taken only a minute after you sent the email in question...

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Pikebit Casino team,

Could you please explain the player's situation in more detail? Why has the user's account been blocked and withdrawals denied? What steps should the player take to unblock the account and/or withdraw the disputed winnings?

If anything from the winnings has been confiscated or if we are talking about a breach or application of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Yes, correct in the printout of the email I sent on 22/05, that was when I lost access to my account on the platform.

Sim correto no print do email que enviei dia 22/05 foi quando perdi acesso da minha conta na plataforma

As I said above, I contacted them via email and through the support they provide on the platform, but on 10/05 I sent the confirmation documents and on 11/05 I tried to contact support via email since at WhatsApp and Telegram had no answers and it was in vain

Como eu disse a acima que entrei em contato com eles por email e pelo suporte que eles disponibilizam na plataforma mas no dia 10/05 enviei os ducumentos de confirmaçao e no dia 11/05 tentei entrar em contato com o suporte via email ja que pelo whatszap e telegram nao tinha respostas e foi em vão

Hello, good afternoon, the deadline for the casino to respond has already passed, but it has not been announced what is the next procedure?? Am I going to be at a loss???

Ola boa tarde ja se passaram o prazo do cassino responder porem o mesmo nao se manifestou qual e o o proximo procedimento ?? Vou fica no prejuizo ???

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.

Hello,

Thank you for reaching out regarding the player’s complaint.

There were several reasons that led us to close the account. The main reason was that the user had multiple logins, which we detected using fingerprint comparison. This is prohibited by our rules.

All his winnings were obtained from bonus games.

The documents he submitted were of poor quality and not readable.

The player made two deposits totaling $40. We decided to approve a withdrawal of $70, which is more than the total amount of his deposits.

Considering all the facts, we closed the account due to violations of our rules.

Thank you,

The Pikebit Team

What do you mean by multiple logins?? I used to log into the account several times and try to withdraw my winnings!!!

If the documents were of poor quality, why didn't they tell me when I contacted support?? That sent the documents again

Como assim varios login ?? Eu entrava sim varias vezes na conta e tentava realiza o saque dos meus ganhos isso sim !!!

Se os documentos eram de má qualidades pq nao me falaram quando entrei em contato com o suporte ?? Que mandava novamente os documentos

I think the casino representative meant multiple accounts rather than "logins" since they mentioned also fingerprint comparison, which usually means another account or other accounts were registered/used on the same device as your disputed account. Otherwise, it would make no sense.

Is there a possibility you registered more than 1 account at the casino or that someone around you accessed a casino account from the same device as you?

If yes, did the linked account(s) also use the casino's welcome deposit bonus?

Dear Pikebit Team,

As I asked more than 2 weeks ago, can you substantiate your claims and the casino's decision with relevant evidence?

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Look, you know what, this casino is coming up with non-existent arguments to not pay me my winnings, as it was a high amount, my account was always withdrawn via the same cell phone and at no point was it accessed by any other user, so they are finding excuses to not pay me if it was a casino. Seriously, would there be better support for customer service for its users because this digital print was not communicated?? They had my email, that's it and talk about this fake casino, the proof I have I've already posted here if that's not enough then I don't know what else to do

Olha quer saber esse cassino esta arrumando argumentos enexistente para nao me pagar meus ganhos como foi um valor alto minha conta sempre ecessava pelo mesmo celular e em nenhum momento foi acessada por algum outro usuario entao eles estao arrumando disculpa pra nao me pagar se fosse um cassino serio teria um suporte melhor para o atendimento para seus usuarios pq nao foi comunicado dessa tal impressao digital ?? Eles tinham meu email isso ae e conversa desse cassino fajuto , as provas que tenho ja postei aqui se isso nao e o suficiente entao nao sei mais oq fazer

Hello Branislav,

All proofs were sent to your email

thank you

Pikebit Team

Dear rayannedupapai,

The Pikebit Team provided me with sufficient evidence supporting its claims and decision.

After gathering all the necessary information and details, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - multiple accounts, bonus abuse, and providing incorrect/misleading information during the resolution process.

The casino acted in accordance with its terms and conditions. You can be glad that the casino refunded you more than you deposited.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by. However, I can see a note in our internal system that the casino's license is unverifiable, so please bear in mind there is a possibility the casino does not own a valid license.

In case of any questions, feel free to write to me at branislav.b@casino.guru.

Thank you very much, Pikebit Casino Team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.Guru