The Pokies Casino - Withdrawal of player's winnings has been delayed.

I have deposited and withdrawn from this casino many many times. For years. All of a sudden today I submitted my withdrawal ( usually takes 4/6 hours) and I message live chat as it was taking a while. I was told funds in my bank in 5-12 hours. So I wait all day and decide to message them again only to be told I have to verify kyc documents. It’s a non verification casino. They are refusing to pay my winnings.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

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

If anything seems suspicious, contact us directly.

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Dear Pax13,

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 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

Dear Pax13,

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.

I received my withdrawal but it was put into the incorrect bank account even tho I made it very clear the right details to deposit it to. I’m needing the casino to confirm the deposit so my bank will release the funds to me but they are yet to do this

Dear Pax13, thank you for the update. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please confirm whether the bank account you have submitted is in your name?
• Did the casino send the money into a bank account that you have submitted previously, but no longer exists?
• Could you please share your communication with the casino regarding this issue? Send emails or chat transcripts to my email at [email protected], or post screenshots 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.

Dear Pax13,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru