PokiesGG Casino - Player's winnings are confiscated.

Dear gilltroy66548,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you accumulate your winnings with or without an active bonus?
• What specific policy did the casino mention that you allegedly violated?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

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

Best regards,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hi,

I started with a bonus but wagered that so it was finished and it had no maximum win anyway. But I was playing slots. They claimed I used suspicious betting but also changed it to playing games other then slots then back to suspicious betting.

I have pretty well out entire chat screen shots I’ll email them through (there’s most likely a few double ups sorry) they have removed a lot of the conversation where they changed their story but I’ve got shots of it before and after.

thanks so much

regards troy

Hi I’ve got to many photos to upload of our chat do you just want the ones of excuse m’s they gave and kept changing the reason??

Hello gilltroy66548,

We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kristina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hi,

thanks so much for the update. The extra time is fine everyone deserves some time off 😊 have a great weekend

gilltroy66548, thank you for your kind words, and please accept my apologies for the late response. Unfortunately, I have not found any emails sent from your registered email address. Could you please forward everything again, so we can proceed with this complaint?

thats fine hope you had a nice well deserved break 😊 not sure what’s happened I’ll get straight onto it

Give I’m still trying to send the last few sorry my emails are playing up a bit. Just out of curiosity do you actually think there’s any shop of having my winnings returned? I done absolutely nothing wrong and it might not seem a lot but this bit of money will change my little family’s world

Hi just wondering if there’s any updates yet?

This one even says they confirmed my withdrawal

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hi, thanks so much.

has there been any form of progress or any details that I can know?

Hello there,

Thank you gilltroy66548 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask PokiesGG 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!

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.

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,

Peter