9POKIES Casino - Player’s withdrawal has been confiscated.

They forfeited my $900 withdrawal for a reason I still don't understand. They say I violated a rule. I will attach screenshot of the conversation for you to check out. I have more attachments to send but I have exceeded the limit. Please let me know if u want me to send them to you.

Dear Megz84,

Thank you very much for submitting your complaint. I’m sorry to hear about your issue with the withdrawal, and I understand how frustrating this situation must be for you.

To help us investigate further and assist you in resolving this, could you please provide the following additional information:

• Could you please send us the game history related to the $900 withdrawal in question? This will help us better understand the context of the withdrawal and any potential violations that might have occurred.
• What reason exactly did the casino provide for the forfeited withdrawal? Did they mention specific rules that you may have violated?
• If possible, please send any remaining attachments that could be relevant to this case to petronela.k@casino.guru.

Your cooperation is essential for us to proceed with this case and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Hi

I sent you n email with attachments.

Hope to hear from you soon. Thanku for all ur help I appreciate it

Meghann

If what they mean is I started a game with free spins sitting there. I didn't do that at all the time I was playing. They can't even show me the rules that state the violation they're claiming. The only for games I've played have always been with my money. There's a 20min gap with the screenshot they sent me which I've attached. And that doesn't make sense.i

have also attached what they said to me about already winning $7k. I honestly think that is the reason why they wont give me my $900. 

Hi Petronela,

Just hoping to hear from you soon. Could you please update me about my issue if possible please. Thanks again

Megz84

Dear Megz84,

Thank you very much for your reply and for sharing the details of your communication with the casino. I’m sorry to hear that the situation remains unresolved.

To further clarify and strengthen your case, I kindly ask you to request your full game history in one comprehensive file from the casino. This document will be critical in analyzing the claims made by the casino and addressing the discrepancies. Once you have the file, please forward it to me at petronela.k@casino.guru.

Thank you in advance.

I asked them for my full gaming history n a file format and they said they couldn't do that, that they can only send it in screenshots. The screenshots they have sent are only from the last time I played which was yesterday. Did you want them or do I ask them for my gaming history when the $900 occurred? Please let me know what to do. I feel they are going to make it hard for me.

Megz84

They wont send me the history for that day



Hi

Could you pls let me know what to do next as they won't send me my gaming history for 15th January hence the previous msg I sent you with a screenshot of the live chat I had with them. Hope to talk to you soon.

Megz84

Hello,

I'm desperate at this stage. An you please let me know what's next asap. I appreciate ur help pls let me know. Thanku

Megz84

Could you please let me know how or what to do about this as I'm in dire straits financially atm

Hello?

Apologies for the delayed response, Megz84. We handle close to 1,100 complaints at the same time, and our response time can take up to 7 days. 

I will now transfer your complaint to my colleague, Peter (peter.c@casino.guru) , who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Hello there,

Thank you Megz84 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask 9POKIES Casino for their help in resolving this complaint. We would like to know why were the player's winnings confiscated and what can we do to help resolve this issue.

Thank you!

Hi Peter,

Thanku for your help. I'm hoping my issue gets resolved and they reply to you with their explanation because honestly, they didn't provide me with any terms or conditions/rule stating the "violation" that they claim I did. Hope to talk to u soon

Megz84

Hi Peter just letting you know that I have resolved the problem with 9pokies and they have me my withdrawal. Thanku for your time and effort

Megz84

Dear Megz84,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Peter