The Pokies Casino

Public

icecold666

Silver

New Zealand

Public

1 week ago

To Whom It May Concern,

I am making a formal complaint against ThePokies172.net regarding what I believe is the fraudulent withholding of my NZD $1,000 withdrawal.

I requested the withdrawal on 29 July. It was approved and ThePokies172.net stated that it was processed on 30 July. After seven working days, the funds had still not reached my bank account.

I contacted support and was told there was no issue and that the matter would be referred to the finance department. After receiving no response, I contacted support again and was given several contradictory explanations.

I was asked to prove the payment had not arrived. I initially provided a bank screenshot but was told a PDF was required. I downloaded an official PDF directly from my banking app and supplied it. A representative named Matthew repeatedly claimed it was not a PDF and then claimed it was not an official bank document.

I asked Matthew for step-by-step instructions. I followed his instructions, despite them being the same steps I had already taken, but he continued claiming the document was not a PDF. I repeated the process again and took screenshots of every step to prove that I had followed his instructions correctly.

Matthew then demanded a statement beginning on 28 July. I questioned its relevance because the withdrawal was not requested until 29 July. He said he would not proceed without it, before eventually stating that the matter had been escalated to finance.

After several more days without a response, I contacted live chat again. Another representative initially said the document was the wrong file type. I uploaded the exact same PDF, and she then said it was "perfect" and was all they required.

When I explained that it was the same PDF previously rejected, she denied this and referred to my original screenshot. Fortunately, I had retained screenshots of my conversation with Matthew proving that the same PDF had already been provided. The matter was again supposedly referred to finance.

On 15 August, ThePokies172.net demanded further verification documents, even though my account was already verified and the withdrawal had already been approved.

After I provided proof of the earlier verification, I was told the name on my account was my nickname rather than my legal name. This is extremely concerning. I use Google Autofill for registrations, which contains my correct legal details, and I know I did not register using my nickname. I use that nickname only occasionally in informal emails.

I do not understand how ThePokies172.net obtained my nickname or why it has allegedly appeared on my account. All identification documents I supplied contain my correct legal information and match the documents originally used to verify my account.

ThePokies172.net verified my account, approved the withdrawal and stated that it had been processed. Raising a supposed name discrepancy weeks later appears to be another attempt to delay or prevent payment.

I require:

Immediate payment of the NZD $1,000;

The transaction, processor and payment-tracing references for the payment allegedly processed on 30 July;

A complete audit history showing whether my account name was changed, including when, how and by whom;

An explanation of how my nickname was obtained;

Preservation of all account records, audit logs, verification documents, transaction records and chat transcripts; and

A written explanation for the contradictory demands and delays.

I have retained screenshots, chat records, verification evidence and copies of every document supplied.

Unless this matter is resolved promptly, I will submit my evidence to the relevant licensing authority, payment providers, financial institutions, gambling regulators and consumer-protection agencies for investigation.

Account name: [insert]

Username: [insert]

Registered email: [insert]

Withdrawal amount: NZD $1,000

Requested: 29 July [year]

Reportedly processed: 30 July [year]

Withdrawal reference: [insert]

I expect a substantive written response. Another statement that the matter has been forwarded to finance will not be accepted as a resolution.

I have all the screenshots of everything when needed. The system will only let me upload some of them.