OPGELOST: Klacht over Pokerbet Casino

Olá, preciso de ajuda com a pokerbet casino. Eu fiz um depósito sem bônus, não utilizei nenhum tipo de bônus, somente meu saldo de depósito. Acabei ganhando um jackpot de BRL 9.400,00. No entanto, o casino está alegando que tenho conta duplicada, mas não tenho. Nunca tinha feito cadastro nesse casino antes. Joguei com meu saldo real e ganhei um valor alto e agora eles não querem me pagar. 

Hello, I need help with Pokerbet Casino. I made a deposit without a bonus, I didn't use any kind of bonus, only my deposit balance. I ended up winning a jackpot of BRL 9,400.00. However, the casino is claiming that I have a duplicate account, but I don't. I had never registered with this casino before. I played with my real balance and won a large amount and now they don't want to pay me.

Dear Edivaldo Cezar,

Please note that we currently do not have this brand listed on our website, which means we do not have direct communication with their team.

For your privacy and security, we have removed one of the screenshots you uploaded because it contained your private information.

However, we do have your email address, so we can contact the casino on your behalf and try to assist you further with this issue.

Thank you.

Hello Edivaldo Cezar,

We’ve sent a reminder to the casino as we haven’t heard back from them yet. Has there been any progress on your end in the meantime?

Thank you for your patience.

Hello Edivaldo Cezar,

The casino informed us that their system detected three confirmed duplicate accounts linked to your details, which violates their Terms & Conditions, so the jackpot was voided and your original deposit was refunded.

We have requested supporting proof from them, and we will update you if they provide it.

Thank you.

Hello Edivaldo Cezar,

We haven’t heard back from the casino since we requested the proof from them. We’ve sent a follow-up and will update you as soon as we receive any feedback.

Thank you for your patience.

Hello Edivaldo Cezar,

Unfortunately, despite multiple follow-ups, we have not received any response from the casino regarding the supporting proof for their claims about duplicate accounts.

Due to the casino’s lack of response on this matter and since we have no further information to work with at this time, we will have to close this complaint due to the casino's unresponsiveness.

Should the casino provide the requested proof or if you receive any new information from their side, please feel free to reach out again and we will reopen the case.

Thank you for your understanding.

Hello Edivaldo Cezar,

We have received evidence from the casino representative confirming their claim that multiple accounts were involved.

Based on the information provided, we will mark this case as resolved.

Thank you for your understanding.