BlackPokies Casino - Player’s funds are forfeited without explanation.

I am writing to formally lodge a complaint against BlackPokies Casino regarding the unexplained forfeiture of my funds and refusal to process a legitimate withdrawal.

Summary of Issue

Over approximately two months I deposited a total of $12,181 AUD to BlackPokies Casino via various PayID accounts provided by the operator. Previous withdrawals had been processed without issue. On 25 August 2026 I requested a withdrawal of $5,009.28 AUD. The withdrawal was not processed. I was subsequently told that this amount had been "forfeited" due to alleged "suspicious betting activity," with no supporting evidence or detailed explanation provided despite multiple requests. I was also informed that my account would be deactivated; this has not occurred, and I continue to receive the same generic automated responses.

Detailed Timeline

• From 12 August: Deposits totalling $5,200.
• 18 August: Withdrew $50.
• Between 18–23 August: Additional deposits totalling $1,100.
• 23 August: Successfully withdrew $1,900.48.
• 24 August: Won just over $6,000 and attempted to withdraw the full amount. The withdrawal was denied on the basis of a $3,000 daily maximum. I therefore withdrew $3,000 on 24 August and continued playing.
• 25 August: Withdrew a further $3,000 and continued playing, leaving a balance of just over $5,000.
• 25 August 2026: Requested withdrawal of $5,009.28 AUD after confirming my BSB and account details with the operator. The withdrawal failed. I was then informed that the $5,009.28 credit had been forfeited for alleged "suspicious betting activity." No further explanation, evidence, or opportunity to respond has been provided.

Current Situation

• The $5,009.28 remains withheld/forfeited without justification.
• My account has not been deactivated as threatened.
• Repeated enquiries only produce the same unexplained automated responses.
• No terms-of-service clause, betting pattern analysis, or specific rule breach has been cited to support the forfeiture decision.
• I continuously request for my case to be escalated and to speak to management. Every message I send, they respond with different variations of the same message — just saying my funds were forfeited due to suspicious betting activity. I asked for the funds to be at least made available for play, and they said that the decision was made by the computer system and nothing could be done to retrieve it.

I believe this treatment is unfair and inconsistent with the operator’s previous handling of my deposits and withdrawals. I understand that there is no recourse for me but I want to make sure this does not happen to anyone else. The site doesn’t have any terms and conditions, and no method to contact other than the support chat.

I am happy to supply screenshots of deposit/withdrawal history, chat logs, and any other documentation upon request.

Please note, no email was provided for signup — the site did not request any. All that was asked of me was full name, phone number, bank details and payID.

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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.

• Which games did you play to accumulate the winnings that were forfeited by the casino? Please describe your gameplay in more detail, including what bets you placed, whether you purchased any bonus features, whether you switched between different games, etc.
• Did you accumulate these winnings with or without a bonus? If you played with an active bonus, please send me a link to the promotion or a screenshot of the bonus terms.

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