Locked account after verifying myself and trying to redeem 9k winning

I am submitting this complaint regarding withheld winnings, an unjustified account closure, and an incorrect claim of third-party payment method use.

I accumulated approximately $10,000 in winnings on Pulsz and submitted a withdrawal request. Shortly after initiating the withdrawal, my account was locked during the verification process.

I fully cooperated with all verification requests and submitted all documentation available to me. The primary issue arose when I was repeatedly asked to provide an Apple Pay statement showing transactions made to Pulsz.

However, this document does not exist. Apple does not generate official statements for Apple Pay transactions when a third-party debit card is used through the Apple Wallet. I clearly explained this to the company and offered multiple reasonable alternatives, including:

• Official bank statements showing my name and account details

• Apple Pay transaction history

• Additional verification of my identity and payment method ownership

Despite this, my explanation was ignored, and the same request for a non-existent document was repeated.

It is important to note that I have already successfully completed a $3,000 withdrawal to the same bank account previously. This confirms that my payment method was already accepted and verified by the company. There has been no change to my account ownership since that time.

Additionally, I was contacted by the Pulsz VIP team, congratulating me on my winnings, and was even sent a celebratory package. This demonstrates that my winnings were acknowledged and my account activity was considered valid prior to this dispute.

Following my inability to provide a document that does not exist, I received a notice stating that my account was permanently closed due to alleged “third-party payment method use.” This claim is incorrect. The associated bank account used for the transactions is in my name, and I am fully able to provide documentation verifying ownership.

I believe this issue may stem from the use of Apple Pay, which utilizes a device account number that differs from the physical card number. However, they accept Apple Pay as a payment method on their site, and this is still directly linked to my personal debit card and does not constitute third-party use. They also verified the account number on Apple Pay and that it is linked to my debit card.

The company has refunded a single deposit (that I did not request) but is refusing to pay my legitimate winnings based on an unsupported and incorrect claim.

I am requesting that my withdrawal request of $10,000 be paid in full to the account that I requested it to be deposited in (which again, is already a verified account with successful deposits)

I am fully willing to provide any documentation necessary to verify my identity and ownership of my payment methods.

I have redeemed before my account is verified.

I study deposits with them daily, and I went and tried to redeem, and they just locked my account.

I’ve emailed them, and they said they would get back to me within 72 hours, and that was five days ago

Now they don’t want to answer me at all. I’ve emailed them multiple times. I’ve searched up the numbers to call them. I’ve called them, and they just say that they’ll get back to me through email

I made 2 redemption requests at Pulsz.

One for 2/27/26 for $899.20 and one on 2/28/26 for 1611.10.

The following day, they locked my account. I emailed support asking why I was locked and if I was going to receive the money I fairly won. They said they closed my account due to the terms and conditions where they reserve the right to close my account at their discretion. They said further correspondence would not be answered. So I violated no policies and they closed my account because I won 2500 dollars?

Does not sound fair or legal.

I have screenshots of my requests and their email response.

Hello,

I have had a Pulsz account for a long time and have had several referrals on the account and redemptions in my account.

For some reason, when my winnings are a little more than usual, my funds don’t come right away.

I withdrew on the 22nd, it is now the 27th, the fifth business day, and my 475$ redemptions is still sitting in my account.

This is very unprofessional as no one answers the emails or phone you guys have on your website.

Please resolve this issue NOW!

On January 22, 2026 I won $20,000 playing on pulsz casino. In addition to the amount already on my account for $3992.83 bringing the total amount to $23,992.83. In which I tried to redeem, it require me to verify my account and I had a little bit of trouble doing so.

So I reached out to customer support via the chat and ended up being able to process the verification in which I received an email stating that my verification was complete and that withdrawals would be processed with ease moving forward. I then tried to redeem my winnings. It allowed me to only withdraw a maximum of $10,000 per redemption so I processed two withdrawals in the amount of $10,000 and one in the amount of $3000. It said it would take 3 to 5 business days to complete.

On the fourth day I contacted customer support via chat and asked if my redemptions were being processed. That’s when I was informed that I needed to verify the card used to load money onto their site. They wanted a photo of the physical card and provided me with a card number ending with a four digit number. The card number they provided I do not own. I’ve been proceeded to upload screenshot of my email where I received from my bank along with their site confirming the amount I spent loading the money onto their site. However, my bank provided the correct card used and the email from the casino site provided a card ending with the four digit number that they advised I used. I informed them of this and I was told that they would escalate my issue to the payments department and someone would reach out to me within 24 hours.

The next day I contacted them again after I did not receive word from anyone, and then I was advised again that I needed to provide the information referring to the card ending in the four digit number that they provided and I get advised of the situation and it was told that someone from the Payment department would reach out to me within 72 hours. I advised that this was conflicting information from the conversation. I had the day prior with the agent being a 24 hour period. Then I advised this was frustrating and that I had received emails from them stating that my withdrawals would be easy now that my account was verified and they apologize for the frustration and that they will be resolving the issue soon as they did receive the photos I uploaded proving what I was stating.

The next day on January 29, 2026 I tried to log into my account so I could contact customer support and found out that I was then locked out of my account. I was able to still go to submit a complaint or request through another portion of their site and can still see my previous submissions as I advised that I am locked out of my account and I have yet to get a response from anyone regarding any of my issues.

On 12/10/2025, I won $10,965.30 (I have a screenshot). I learned through the redemption process that I could only request a maximum of $10,000.00 and that is what I requested. Like a lot of people, I canceled that redemption and the final request that was still pending.

As of yesterday, 12/16/2025, my redemption request of $7000.00 I requested on 12/14/2025, they said it would take no longer than 72 hours. Time is up on that. When I requested the original $10,000.00 on 12/10/2025, this was the beginning of a long, stressful back-and-forth with Pulsz because of Pulsz.

First, they requested copies of my payment cards with the 6 middle numbers blacked out. I did that, and eventually they were approved. Then they wanted screenshots of my Apple Pay with the payment cards used to fund that account OR my Apple Pay statements and bank statements. My bank statements were successful, according to the email they sent a few days ago. During the past week my patience was running low with this whole deal and I made the mistake of revealing the fact that I was late with a mortgage payment(through an apology email I sent to them because I thought I may have been rude) Someone named Nisa wrote me and stated that Pulsz has locked my account for "my safety" Nisa stated that Pulsz care about my well being and something about when players are no longer having fun" (interesting they don't care about it when I am giving them my money) I never said anything about not having fun. This stranger, who knows nothing of me, took it upon themselves to presume I was no longer having fun ( I was until Pulsz ruined all my fun for all 3 sites I play on now I don't trust any of them ), and Nisa locked my account.

At the time Nisa locked my account, I had a pending redemption request for $7000.00 I also had $1681.00 in my account that I was playing with, and I had 5 gift card redemption requests pending. Shortly after I got the email from Nisa about my account being locked, I received 5 emails for each of the gift cards being approved. I do not know if they work, but I have them. I also got 2 separate emails that are suspicious. One email stated my $50 redemption request was approved and funds are on the way, and another $60 was approved, and those funds were on the way. Well, I never made a request for $50 0r $60. So who made that request?? They owe me the remittance for $7000 and the $1681. That was still in my account when they locked it. Total due to me is $8681.00

I am completely legit, and my required documentation has been verified and approved by them, but there has been no mention of my money. I won't stand for this. I am blown away by what is happening to me at Pulsz. I read many negative reviews online about them not paying out, but I ignored them, thinking "the player must've had multiple accounts or some violation." I was not and am not worried about this because I always follow the rules. I did not violate any terms. I want to know when I will receive my $7000 that has been pending for more than 72 hours, and what is happening with my $1681 that is in my account when they locked it. Also, who made the request for $50 and $60, because I did not. I got a bad feeling about this whole thing, so a few days ago I took screenshots of my account details on the Pulsz site.

I have every purchase I ever made and every redemption request made. I also have all the email correspondence between their reps and me regarding ticket number 5886867. I am putting a watch for identity theft because this site has all my private information, my bank account number, and everything. I will be changing my account numbers, also. I also have a call into a law firm that deals with this type of thing. I hope that Pulsz honors their end of this deal so I don't have to pay an attorney. However, I am determined not let them get away with this, and I am self-employed, so I have nothing but time. I am so glad I kept a record of all this, and I am hoping that AGCCS will assist me in obtaining what I legitimately won and Pulsz owes me. Until I find out what is being done and have my money, I will refrain from social media posting. This Nisa person never mentions what happened to the $1681 in my account when they locked it, and now no one is responding, and my account is locked.

I could see if I did something wrong or violated the terms, but I did not. I am compliant, and I won that money fair and square. This experience, while disappointing, I don't have the money yet, I am more disappointed that Pulsz has caused me so much stress and turned my online entertainment into a nightmare. The rep Nisa locked my account because they assumed I was no longer having fun, lol, well, Pulsz is the reason for this. My trust is completely shattered as I no longer trust any online entertainment site. I will stick to the brick-and-mortar casinos; they don't rip me off.

I don't know what I am most upset about, not getting what is owed to me or this Nisa person taking it upon themselves to assume they can make a judgment about me at all, me being behind on my mortgage (it's since been paid) has absolutely nothing to do with my online activities or any activity for that matter. Upon locking my account, this Nisa person has failed to tell me where my money is. I want the money that is rightfully and compliantly won, and is owed to me, $8681.00

Thank you for your time and attention to this matter. Through a lot of research online, I found out about AGCCS and have total faith that if anyone other than an attorney can and will help, it is AGCCS.

My Pulsz customer ID is 66p12s