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.
