Pokiez Casino - Player’s winnings haven’t been received yet.

I received a NZD 123 bonus that, according to their Terms & Conditions, should be capped at 10× (NZD 1,230). However:

When my wagering was completed, my balance was ~NZD 3,065

The system never enforced the supposed cap (my balance was never reduced to $1,230).

I continued playing and my balance never fell below the capped amount threshold anyway meaning that even if funds were capped I kept playing the winning amount and never went in to use the supposedly extra funds.

After I asked support to review my account and bonus, they explicitly confirmed no cap or limit applied to my winnings.

Only after I won did the casino try to apply a retroactive cap. This is unfair and misleading. I have transcripts and balance history to prove my case.

Has anyone else experienced similar treatment with Pokiez33? Any advice on forcing a resolution?

Dear player,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

Important Notice:

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We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

I would like help with the process. They are trying to cap winnings at 1230. Can you help me or do I still need to wait for 14 days?

It is also important to note that I never once used the portion of my balance above the alleged $1,230 cap. My gameplay never required me to draw on those funds. All of my subsequent winnings, including the NZD 20,000 final balance, were generated entirely from within the capped amount that pokies33 own Terms & Conditions permit. This makes their retroactive application of the cap not only inconsistent but factually baseless.

The T&C's state max withdrawal 10x unless stated otherwise, this is why the casino are trying to cap my winnings. The thing is, it was stated otherwise and confirmed via live chat.

Upon completing wagering requirements, my balance was NZD 3065 and never reverted to the capped amount, NZD 1230, which is what would normally happen. After seeking clarification from live chat, they confirmed there was no maximum amount. I played with my real balance (balance went from bonus balance to cash balance after wagering requirements were met)

Both the system behavior and live support confirmed there were no limits on my bonus, nor did they let me know that I had to withdraw upon completing wagering requirements.

I also asked chat for past transcripts for my own personal records, of where it was stated there were no limits on my winnings, which they refused to supply me with.

This is most misleading. And unfair practice.

I reccomend an updated photo of this casino as the picture shown is not their current theme.

Pokiez33: Cancelled my withdrawals, Manually removed NZD 18,000, Credited me with only NZD 2,000 (a random figure not in their Terms) all with no correspondence or explanation to my various points except that the decision was final confirmed only by an account manager on behalf of the casino after the fact, Refused to release my chat transcripts, And blocked me from making a formal dispute. This is outright misleading and unfair. They ignored their own Terms & Conditions, ignored staff confirmations, and arbitrarily stole my winnings. ⚠️ Players BEWARE: Pokiez33 cannot be trusted. Even if staff confirm you’re in the clear, they can and will take your money. Stay away.

Dear player,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

The T&C's state max withdrawal 10x unless stated otherwise, this is why the casino are trying to cap my winnings. The thing is, it was stated otherwise and confirmed via live chat.

Upon completing wagering requirements, my balance was NZD 3065 and never reverted to the capped amount, NZD 1230, which is what would normally happen. After seeking clarification from live chat, they confirmed there was no maximum amount. I played with my real balance (balance went from bonus balance to cash balance after wagering requirements were met)

Both the system behavior and live support confirmed there were no limits on my bonus, nor did they let me know that I had to withdraw upon completing wagering requirements.

I also asked chat for past transcripts for my own personal records, of where it was stated there were no limits on my winnings, which they refused to supply me with

Pokiez33: Cancelled my withdrawals

Manually removed NZD 18,000,

Credited me with only NZD 2,000 (a random figure not in their Terms)

all with no correspondence or explanation to my various points except that the decision was final confirmed only by an account manager on behalf of the casino AFTER all of these things took place,

Refused to release my chat transcripts,

And blocked me from making a formal dispute. This is outright misleading and unfair. They ignored their own Terms & Conditions, ignored staff confirmations, and arbitrarily stole my winnings. ⚠️ Players BEWARE: Pokiez33 cannot be trusted. Even if staff confirm you’re in the clear, they can and will take your money. Stay away.

Dear player, please request your game history from the casino in Excel format — most casinos are required to provide this upon request. Once you have that file, please send it to my email at dominika.l@casino.guru so I can review everything clearly.

Also, please specify the exact date and time of the incident.

To better understand the situation, was your balance separated into bonus funds and real funds while you were playing with the bonus? Also, once you completed the wagering requirements, did the full amount of your winnings transfer into your real money balance?

Thank you, I will request this and send it to your email.

Whilst I was completing bonus wagering requirements, all funds were separated into bonus funds. Upon completion, funds then went into the cash funds balance, which in their T&C's is considered withdrawable funds.

Dear player, could you let us know if you have already received your game history in Excel format from the casino? Once you have it, please don’t forget to forward it to my email at dominika.l@casino.guru so I can review the details and proceed with the case.

I requested this on Monday to their live chat support, and also asked when I could expect to receive the excel format. They confirmed and told me up to 48 - 72hours. I am yet to receive this from them and have had to follow up today as it is now Thursday. Still waiting on an email.

I have sent an email to you with chat transcript from when I first requested the excel format of game play history and bonus history where they confirmed I would receive this within 48-72hours. And also another chat transcript from tonight where they actually refuse to release this to me because they all of a sudden "do not offer that option". What else can we do from here?

Also, thank you for helping me with this 🙂

I appreciate it.

Dear player, to help us investigate your complaint more effectively, I would like to kindly ask you to provide the following:

1. The chat transcript(s) where the casino support confirmed that no cap or limit would apply to your bonus winnings — especially the one you mentioned in your initial message.
2. A screenshot or file showing your balance history, ideally showing the moment you completed the wagering requirements and how your funds transitioned from bonus to real balance, as you previously described.

Please forward these to my email: dominika.l@casino.guru. Once received, we will carefully review all the details to support your case as best we can.

They have also declined my request for past transcripts.. I have sent you an email.

Dear player, since the casino support refused to send the game history via email, stating it’s available on the website, please log in to your account and download or take screenshots of the relevant history yourself.

We need the section that shows the time you were playing with the bonus, through to when you completed the wagering, and continued playing with your uncapped winnings up to the withdrawal.

Have sent an email

Heya, were you able to access the link i shared via email at all?

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@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.

Thanks a bunch 🙂

Hello!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Dear Pokiez Casino, in case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Any luck @Pavel?

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.

Thank you 🙂

I dont think they will respond pavel

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 close the complaint as "unresolved" which will decrease the casino Safety Index. I understand this isn't a satisfactory solution to your issue. However, the change in the Safety Index 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. Also, the casino is not licensed, so I cannot recommend you to contact any Gaming Authority. Please let me know if you need help with anything regarding the case or if casino will try to contact you (pavel.k@casino.guru). I am sorry I could not be of more help. Best regards, Pavel K Casino Guru Team