PokieSurf Casino - Player highlights poor self-exclusion process.

G'day Casino Guru Team,

I would like to highlight a serious issue I experienced at PokieSurf Casino regarding Self Exclusion. Here is an email I sent to their support team:

"Greetings PokieSurf Casino Support,

I’m writing to inform you that I wish to be excluded immediately from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period.

My info:

First name: X

Last name: X

Date of birth: XX/XX/XXXX

Email address: [email protected]

Address: X

Mobile Number: X

Yours sincerely,

Anthony X"

This is their reply:

"Hello, Anthony.

We’re very sorry that you’re facing such a serious issue. We’re always ready to help players manage their funds. If you’d like, we can set a deposit limit for you. You choose the amount and the duration of the limit (day, week, month). For example, you could set it so you can’t deposit more than 100 AUD per week. We can also unsubscribe you from the mailing list by e-mail.

We want to let you know that a permanently excluded profile cannot be restored. Maybe it would be more convenient for you to temporarily exclude your account? We can exclude your account, for example, for 1 month.

We look forward to your reply.

--

Veronica

Casino PokieSurf team"

I am submitting this complaint to highlight PokieSurfs very poor Self Exclusion process to your team. I am more than happy to forward the actual emails to you, please let me know if you'd like to see them.

Kind regards,

tillycandoit

Dear tillycandoit,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To better understand your situation and assist you with your complaint, could you please provide more information by answering the following questions:

• When did you initially request self-exclusion from PokieSurf Casino?
• Have you responded to the email you received from the customer support agent, confirming your permanent request for self-exclusion? Please forward me all the additional communication regarding the closure of your account at [email protected].
• Could you kindly specify if you 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

G'day Veronika,

Thanks for helping.

As requested, I have forward the extra emails I sent yesterday to your email.

1. I only requested self exclusion yesterday 17/06/2025, so their response time was very fast.
2. Yes, done. My account now is blocked.
3. No I did not complete KYC, it was not requested by the casino.

As you will see, they have blocked my account after my second email.

The only thing left to say is that, having self-excluded from other online casinos before, I have never seen a casino attempt to barter about a self exclusion request. Please be aware that my original self exclusion email to Pokie Surf was pretty much a word for word copy and paste of one of your employees, significantly the phrase "I am suffering from gambling problems". Perhaps it is ambiguous; and better to say addiction.

(Here is an example I found https://casino.guru/gamdom-casino-player-is-seeking-a-refund-after-self-exclusion)

Personally I think Pokie Surf Casino is dodgy in more ways than just their self-exclusion process.

Thanks for your time. I do very much appreciate the Casino Guru service.

Yours sincerely,

tillycandoit

Dear tillycandoit,

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,

Veronika Fritz

Casino.Guru