Pokerdom Casino - Das Spielerkonto wurde geschlossen und die Gewinne eingezogen.

Hello!

My name is KE, and I'm from Kazakhstan. I've been an active player at Pokerdom, depositing my funds into my account over seven times (approximately 50,000 tenge per transaction). Before my win, I'd never withdrawn any money, and I never received any warnings, restrictions, or suspicions from the casino.

On November 15, 2025, I won over 6,400,000 tenge playing slots. Immediately after I requested a withdrawal, my account was immediately blocked for audit.

I have completed the verification process: ✔ I sent a photo of my ID

✔ sent a selfie with the document

✔ I sent a photo with the "For Pokerdom" sheet and the date as per their request

After this, Pokerdom announced that: 🚫 The account has been closed permanently

🚫 All funds on the balance have been confiscated.

🚫 They will not provide any evidence of violations

I am accused of breaking the rules, but: - they do not indicate which points I violated

- do not provide any evidence

— ignore requests to show audit results

— they only respond with template messages

This seems like an unfair retention of winnings, because before the win there were no problems at all.

Payment transactions are completely legal and confirmed by the bank:

RRN #531885240368 — deposit via EPOINT*PU

RRN #531815451641 – deposit via AP*FBET

Card: VISA ****6608

I have already filed official complaints: - to the EPOINT payment system

— to the regulator Curaçao eGaming

Now Pokerdom has stopped responding and is holding my money without explanation or reason.

I ask CasinoGuru: 1️⃣ Request evidence of the accusations from Pokerdom

2️⃣ If there is no evidence, I will be forced to return my winnings of 6,400,000 tenge.

I will provide all necessary evidence: - a screenshot of the winnings

- correspondence with support

- proof of deposits

— confirmation of verification

Thank you for your help!

Sincerely,

KE

Kazakhstan

Здравствуйте!

Меня зовут K. E., я из Казахстана. Я активно играл в Покердоме, пополнял счёт своими средствами более 7 раз (примерно по 50 000 ₸ каждая транзакция). До выигрыша я ни разу не выводил деньги, никаких предупреждений, ограничений и подозрений от казино не поступало.

15.11.2025 я выиграл более 6 400 000 ₸ на слотах. Сразу после того, как я запросил вывод — мой аккаунт был мгновенно заблокирован «на аудит».

Я полностью прошёл верификацию: ✔ отправил фото удостоверения личности

✔ отправил селфи с документом

✔ отправил фото с листом "Для Покердома" и датой по их требованию

После этого Покердом сообщил, что: 🚫 Аккаунт закрыт навсегда

🚫 Все средства на балансе конфискованы

🚫 Они не предоставят никаких доказательств нарушений

Меня обвиняют в нарушении правил, но: — не указывают, какие именно пункты я нарушил

— не предоставляют ни одного доказательства

— игнорируют запросы показать результат аудита

— отвечают только шаблонными сообщениями

Это выглядит как несправедливое удержание выигрыша, потому что до выигрыша проблем не было вообще.

Платёжные операции полностью легальные и подтверждены банком:

RRN #531885240368 — депозит через EPOINT*PU

RRN #531815451641 — депозит через AP*FBET

Карта: VISA ****6608

Я уже подал официальные жалобы: — в платёжную систему EPOINT

— в регулятор Curaçao eGaming

Сейчас Покердом прекратил отвечать и удерживает мои деньги без объяснений и причин.

Прошу CasinoGuru: 1️⃣ Запросить у Покердома доказательства обвинений

2️⃣ Если доказательств нет — обязать вернуть мой выигрыш 6 400 000 ₸

Я предоставлю все необходимые доказательства: — скрин выигрыша

— переписку с поддержкой

— доказательства депозитов

— подтверждения прохождения верификации

Спасибо за вашу помощь!

С уважением,

K. E.

Казахстан

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Did you accumulate your winnings with or without a bonus?
• Which slots did you play?
• Have you ever requested a chargeback on any of the deposits you made into this or any other online casino?
• Have you already passed the full KYC verification?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello, Veronica.

I answer your questions:

1. The winnings were received without bonuses, I played only with real money.

2. Slot: Sugar Rush 1000.

3. I never requested a refund of deposits.

4. I have already completed a full KYC check, all documents were confirmed.

My winnings amounted to more than 6.4 million tenge, after which the account was blocked without explanation.

I am ready to provide screenshots, deposit history and correspondence.

Sincerely,

Yerlan.

Здравствуйте, Вероника.

Отвечаю на ваши вопросы:

1. Выигрыш был получен без бонусов, играл только на реальные деньги.

2. Слот: Sugar Rush 1000.

3. Возврат депозитов я никогда не запрашивал.

4. Полную проверку KYC я уже проходил, все документы были подтверждены.

Мой выигрыш составил более 6.4 млн тенге, после чего аккаунт был заблокирован без объяснения причин.

Готов предоставить скриншоты, историю депозитов и переписку.

С уважением,

Ерлан.

Dear ErlahaK

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, Michal (michal.k@casino.guru). 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,

Veronika

Hello ErlahaK,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter and to see if I can be of any help.

We would like to invite Pokerdom Casino to join the conversation.

Dear Pokerdom Casino,

I would appreciate more details, including supporting evidence, regarding the player's actions that were considered a breach of the rules. If this information cannot be disclosed publicly, please send it to me directly at michal.k@casino.guru

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.

Dear ErlahaK,

Just to provide you with a quick update. I'm in communication with the casino team regarding your case.

Can you please confirm whether any of your friends or people you might know hold an account with Pokerdom Casino? If that's the case, I would like to know if you might have played at the casino simultaneously or around the same time from the same location as they—perhaps during a visit or gathering.

Hello.

I have not logged in or played with any other accounts at Pokerdom Casino.

There were no attempts to use other people's accounts, bets, bonuses, or to obtain any benefits.

All gameplay and winnings of over 6.4 million tenge were obtained exclusively from my personal account.

If the casino claims otherwise, please provide specific proof of actual login, play, or receipt of benefits from another account.

Здравствуйте.

Я не входил и не играл ни с каких других аккаунтов в казино Pokerdom.

Попытки использования чужих аккаунтов, ставок, бонусов или получения какой-либо выгоды не было.

Весь игровой процесс и выигрыш в размере более 6,4 млн тенге были получены исключительно с моего личного аккаунта.

Если казино утверждает обратное, прошу предоставить конкретные доказательства фактического входа, игры или получения выгоды с другого аккаунта.

Dear ErlahaK,

Thank you for your response. Sadly, it has not fully addressed my question.

Please confirm whether any of your friends or people you might know hold an account with Pokerdom Casino.

If yes, have you played at the casino simultaneously or around the same time from the same location as they—perhaps during a visit or gathering?

No, I don’t have any friends or acquaintances who have accounts at Pokerdom casino.

Accordingly, there was no simultaneous play, play at the same time, or play from the same place with anyone.

Нет, у меня нет друзей или знакомых, которые имели бы аккаунты в казино Pokerdom.

Соответственно, одновременной игры, игры в одно и то же время или игры из одного и того же места с кем-либо не было.

Thank you for the information and evidence provided, Pokerdom Casino.

Dear ErlahaK,

Thank you for your response and confirmation.

I have been in contact with the casino representative outside of this thread, and they have shared with me the relevant information and evidence regarding this issue. After a comprehensive review of the provided information and evidence, we concur with the actions taken by the casino team. The violation of the casino rules, which you were previously informed about by the casino team, has been substantiated. I want to assure you that we, as an independent entity, have conducted a thorough examination of the evidence, and the casino acted in accordance with their established rules, which you accepted when you registered your casino account.

In light of this, we must conclude this case as Unjustified.

I strongly recommend that you familiarise yourself with and adhere to the casino's terms and conditions to prevent similar situations in the future.

Best regards,

Michal

Casino Guru