Pulsz locked my account after winning prize no chance to verify full identity

My Pulsz account is ID 316r6p (email: [email protected]). I have 4 pending redemptions since August 29, 2025 totaling $570 that were verified but never paid:

- ID 13396044 - $200

- ID 13393683 - $100

- ID 13392722 - $100

- ID 13392352 - $170

Payment method: Trustly bank ****8892. I already had 3 previous successful withdrawals, so my account was fully verified.

Pulsz closed/restricted my account, but their Terms say pending verified redemptions must still be processed and paid. Support only sends an automatic bot reply and does not resolve.

I request AskGamblers' help to get my $570 paid.

Amount disputed: $570 USD

I have had a pending withdrawal since August 22nd from Pulsz.

I am withdrawing a 10k amount and have been asked to re-verify my account. After numerous back-and-forth exchanges sending documents, it was approved, and I was assured I would have my funds in 24 hours.

I send emails for updates and never ever get a response back from them. When I use the chat function, they always say they will escalate it and get right back to me, which they never do. 6 months ago, it took 2 weeks to claim 800 dollars from them due to a reverification.

There are plenty of reviews out there about Pulsz not paying.

I am an icon status player and would like to be paid what is owed to me.

I have deposited thousands and thousands on this site, and they have no problem taking it from me.

I will be following up with a complaint to the Attorney General if this does not get resolved.

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.