Pokienations Casino - Player's withdrawal is delayed.

Withdrawal was requested and was told up to 3 business days but have continually been given the run around.

saying it’s a 3rd party issue they are trying to resolve meanwhile continuing to promote payment methods and refer friend promotions

i have successfully withdrawn in the past but something is different this time and I fear it’s a scam. Please help

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Dear Jl9119,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Could you please clarify when exactly you made the last successful withdrawal, and how many days it took to be processed?
• Can you confirm that your KYC verification was completed?
• Were your winnings accumulated while a bonus was active, or without an active bonus? If a bonus was active, please specify which one.

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Thanks Kristina,

last withdrawal was a while ago because I didn’t play here for a while - it was 26.3.24

yes KYC is all complete

No bonus was used at all.

Thank you for your reply, Jl9119. Have you contacted the casino about this issue? If so, please forward all relevant correspondence between you and the casino to kristina.s@casino.guru, or you may post it here. Once we have that information, we’ll review it and advise on the next steps. Thank you in advance.

Thanks Kristina, I have emailed you separately but here is 1 of the latest

Dear Jl9119,

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, Lucia (lucia.s@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,

Kristina

Hello Jl9119,

I am sorry to hear about your troubles. I am Lucia and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.

Best regards,

Lucia

That you. I believe his name is Kelvin and the only email I have received replies from is promotion@pokienations.com

please see attached

Hi there, I hope you’re well. Just wondering if there’s any updates ?

thank you kindly.

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.

Hello Jl9119,

Unfortunately, we have not yet received a response from the casino. Please rest assured that we will continue our efforts to reach out to them. I will keep you informed of any updates. Thank you for your understanding and patience.

Thank you for the update.

did you try the email promotion@pokienations.com? That’s the only email I have ever gotten a reply from

Dear Jl9119,

I have attempted to reach out through several email addresses, including promotion@pokienations.com. I remain hopeful that we will receive a response from the casino soon.

Thank you very much. Your help is sincerely appreciated.

Dear Jl9119,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Lucia S