Casino Punkz - Le vincite del giocatore sono state confiscate.

Good afternoon, I made a deposit of $120.

I placed a bet, and after winning, I ended up with $257.

I decided to withdraw my balance, but a notification popped up saying that I had a bonus (I declined bonuses when registering). I clicked to cancel the bonus and wanted to withdraw my money, as you would at any casino (if you have a bonus, you cancel it and calmly request a withdrawal).

BUT! They debited my entire balance, i.e. in addition to the bonus - deposit + winnings + bonus (I only refused the bonus).

I ask the casino to return $257 to my balance.

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Hello,

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

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

• Is there any information about what bonus was activated on your account from your point of view?
• Have you contacted the casino and asked for assistance?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at [email protected], 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

Dear AdleyAng5,

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.

To be honest, I don't remember what kind of bonus it was. But I didn't use it. The only thing I wanted to do was withdraw some of my sports betting winnings. However, I had to cancel the bonus, similar to what happened at 1win. I canceled the bonus, and my entire account balance, including the deposit, was deducted. 

 I contacted them via chat and email, but they told me that it was a rule and they couldn't do anything about it.

Thanks for your reply.

Are there any records of the bonuses accepted in your bonus history?

Would you be able to share a screenshot?

Was your balance designated as a bonus balance, or was there any distinction between the bonus balance and real balance in your account prior to you canceling the bonus?

Please let me know.

The balance was one, there was only my winnings. after the withdrawal attempt. all money was written off. 0.12 USDT remained.

Here is a screenshot of the bonus history.

And a screenshot of the betting history

By the way, I received the bonus balance in SOL instead of USDT, and I played a few slots with it.

After that, they deducted the entire balance in USDT, which is unfair. Please help me.

Dear AdleyAng5,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear AdleyAng5,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Casino Punkz representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case specifically the reasoning behind the forfeiture of the player's balance, especially considering that no bonus was utilized.

Thank you in advance for providing the information.

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. 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 might 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. In the meantime, I recommend you contact the gaming authority and submit a complaint directly to them. You can find more about their complaint resolution process HERE, and general information regarding complaint processes with regulators HERE.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.