Pokiesville Casino - Player’s account has been closed and winnings confiscated.

Summary of the Issue:

Pokiesville Casino has unjustly blocked my account and confiscated my balance of $2,267 without providing any clear evidence or explanation of any Terms & Conditions violation.

I have followed all of the casino’s rules, completed KYC verification, and played fairly. Despite this, my account was suddenly restricted, and my funds were seized without warning. I attempted to contact support multiple times, but their responses have been vague, contradictory, and do not refer to any specific rule I allegedly violated.

Key Facts of My Case:

I legally used their referral program and claimed multiple bonuses, which was not prohibited.

Pokiesville offered a referral bonus of $20 per invited player without any clear restriction on the number of people one could invite.

I successfully referred many people and met the wagering requirements for all bonuses.

Now, they are falsely accusing me of "abusing the system" even though I played fairly according to their own rules.

I made a deposit and won money from my own funds.

I deposited $20 on December 11 and later won around $840 on December 12 in the game Sugar Rush 1000.

These winnings were from my own deposited money, not bonuses.

Despite this, the casino still confiscated my entire balance.

I completed all KYC verification steps.

My account was fully verified using the Sumsub KYC system.

The casino accepted my documents and allowed me to play and withdraw funds.

The casino initially allowed withdrawals before suddenly blocking my account.

I had already withdrawn $90 and later another $120 without issues.

After my big win, the casino reversed its stance and suddenly decided to confiscate my funds.

Support provided inconsistent and vague responses.

Initially, they claimed that my account was flagged for "fraudulent activity" without any proof.

Later, they changed their reason, stating that I had claimed too many bonuses, even though this was not forbidden.

Finally, they told me that I was "no longer allowed on the site" but refused to provide a clear explanation.

I was promised a response from a superior but never received it.

On Friday, December 13, I was told a manager would contact me on Monday.

No one ever contacted me.

When I asked for an update, support ignored my concerns and simply said my account was permanently banned.

My Demands:

A full explanation of why my account was closed and my funds confiscated, including references to specific Terms & Conditions.

Immediate return of my legally earned balance of $2,267.

Clear evidence that I violated any rules, which I highly doubt they can provide.

Evidence:

I have attached screenshots of:

My chat conversations with support.

My transaction and gameplay history.

The casino’s Terms & Conditions, where no rule states that claiming multiple bonuses or referring multiple people is against the rules.

Pokiesville’s actions are unfair and violate basic principles of transparency and fair play. I kindly ask CasinoGuru to mediate and help resolve this matter.

Dear Kotula,

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.?
• When was the last time you accessed your casino account?

Additionally, you haven't attached any documents to your complaint. Please forward any supporting evidence to kristina.s@casino.guru. 

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

Thank you for reviewing my complaint. I appreciate your help in resolving this matter. Below are the answers to your questions:

Which games did I focus on?

I primarily played slots. Most of my bets were placed on games like Sugar Rush 1000, where I won a significant amount.

When was the last time I accessed my casino account?

My last login was on December 13, 2024, before the casino blocked my account and removed my balance. Since then, I have been unable to access my account.

Supporting evidence:

I have attached multiple screenshots showing:

My chat conversations with customer support.

My gameplay and transaction history (including my deposit and winnings).

The casino’s Terms & Conditions, where there is no mention of restrictions regarding multiple referrals or bonuses.

Their contradictory responses, where they first claimed my account was flagged for "fraudulent activity" and later changed the reason to "too many bonuses," which was never against the rules.

I followed all the casino’s rules, completed KYC verification, and won money fairly, yet they confiscated my entire $2,267 balance without any valid reason. I kindly ask for your assistance in holding Pokiesville Casino accountable for their actions.

Could you please clarify what was the type of bonuses you usually played with - match/deposit bonuses, or free bonuses such as free spins or free chips, etc.?

I only used bonuses there once and they were bonuses for inviting friends, $20 for inviting a friend with a turnover of X3 or X5, I don't remember, I also sent you the proofs I had by email, they made one withdrawal without any problems but after the deposit and when the withdrawal was supposed to be bigger they simply blocked me and they are arrogant towards me in the chat

Thank you very much, Kotula, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@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.  

Hello Kotula,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Pokiesville Casino representative to join this conversation and participate in resolving this complaint.

Dear Pokiesville Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

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.

and did you manage to contact the casino? can I write off this money?

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. 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 might 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. In the meantime, I recommend you contact the AOFA Gaming Authority (there's a complaints form directly below the license on the validator page) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (stefan.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Stefan, Casino.Guru