Unpaid 4000 euros winnings and withdrawal falsely marked as Paid

Hello,

I would like to submit a complaint regarding unpaid winnings from Puppybet.

On March 5, 2026 at 19:02 I deposited 400 EUR and received a 400 EUR welcome bonus from the casino. During the entire time I played only one slot game, “The Dog House”. This game was not listed in the casino's restricted or prohibited games list.

I played with a bet size of 5 EUR per spin and completed the wagering requirements of the bonus according to the casino’s rules. After finishing the wagering my balance was approximately 9000 EUR. However, according to the bonus terms the maximum withdrawal allowed from bonus winnings was 4000 EUR, which I accepted. Therefore after completing the wagering my withdrawable balance was 4000 EUR.

I requested a withdrawal of 4000 EUR. The casino cancelled the withdrawal and informed me that my account needed to be verified. I completed the account verification successfully and then submitted the withdrawal request again.

After that the casino cancelled my withdrawal again and informed me by email that I had violated their Terms and Conditions due to “abusive gameplay”. I asked them multiple times to explain which rule I had violated, but they were unable to provide any specific explanation.

Eventually the casino stopped responding to my questions completely.

Additionally, when I log into my account now, the withdrawal status shows as “Paid”, even though I have never received the funds to my bank account or payment method.

I believe I followed all casino rules and bonus terms correctly. I respectfully request assistance in resolving this dispute and receiving the payment of my 4000 EUR winnings.

I was not able to attach any files to the complaint form. I have screenshots of the withdrawal request, the withdrawal status marked as “Paid”, my gameplay history, and the email conversation with the casino. If needed, I can send these screenshots and documents by email.

Thank you.