ThePokies33 Casino - Player's withdrawal is partially unpaid.

I am disputing an unpaid balance on an approved withdrawal from ThePokies33.

On 26 June 2026 I requested a withdrawal of AUD 7,104.00, reference #16612888488. The casino approved and began paying this withdrawal, which is not in dispute — payment was made to me via PayID in multiple separate peer-to-peer transfers. My bank records confirm I received eleven such payments totalling AUD 4,750.00 against this withdrawal.

The remaining AUD 2,354.00 has never been received. My full bank statement for the relevant period is complete (it runs from a zero opening balance and accounts for every transaction), so any payment that had been sent would appear in it. The balance does not.

When I raised this through the casino's live chat, I was not given any evidence of payment. Instead:

I was repeatedly placed in a "review in progress" queue and asked to keep waiting.

I was handed between multiple customer service agents, each restarting the conversation as though it were new.

I asked, several times and in writing, for the PayID receipt — reference number and timestamp — for the outstanding AUD 2,354.00. No receipt was ever provided.

The agent simply asserted "we already paid you, there's no way it's not in your bank," without producing any proof.

Rather than provide a receipt, the casino repeatedly asked me to send my personal bank statements.

I also clarified a relevant detail: the bank account shown on the original withdrawal form was an old account of mine that has since been closed (I changed banks). Any payment sent to a closed account is automatically returned to the sender. I asked the casino to either confirm where the AUD 2,354.00 was sent, or re-send it to my current PayID. They did neither.

The fact that the withdrawal was approved and partially paid (AUD 4,750.00 of AUD 7,104.00) confirms it was legitimate and that I qualified for the full amount. I am asking that ThePokies33 either:

Provide PayID receipts (reference number and timestamp) proving the AUD 2,354.00 was sent and to which account, or

Pay the outstanding AUD 2,354.00 to my current account.

Important notice:

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Dear matthewcarlhogan20,

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 fully understand the situation.

• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with or without an active bonus?
• Could you please clarify the date when you received the eleven payments totaling AUD 4,750.00?
• Can you confirm the date when the AUD 2,354.00 was supposed to be paid according to the casino’s records?

I hope we will be able to help you resolve this issue. Thank you very much in advance for your reply.

Best regards,

Jean

Hi Jean, thank you for taking this on. Answering your questions in order:

1. KYC verification: No. The casino has never asked me to complete KYC verification at any point, including in relation to this withdrawal. For context, I have deposited over AUD 50,000 with ThePokies33 over the life of my account and have never been asked to verify my identity.

2. Bonus: No bonus was involved. These winnings were accumulated without any active bonus, and no bonus was used on the relevant deposit.

3. Date the eleven payments (AUD 4,750.00) were received: All eleven PayID payments were received on 26 June 2026, the same day I requested the withdrawal.

4. Date the AUD 2,354.00 was due: The withdrawal (#16612888488, AUD 7,104.00) was requested on 26 June 2026 at 1:03 AM. The AUD 4,750.00 in partial payments arrived that same day, so the balance was expected to follow with it. The casino has never given me a specific date for the remaining AUD 2,354.00 — in live chat they would only assert "we already paid you" without providing any payment date, reference number, or receipt.

Happy to provide my bank statement showing the eleven payments and the live chat screenshots as evidence. Please let me know what would help.

Hello. Any update?

Dear matthewcarlhogan20,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Munya, (munya.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Jean

Dear matthewcarlhogan20,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from ThePokies33 Casino to join this conversation and assist in addressing the complaint.

Dear ThePokies33 Casino,

Could you please provide your comments regarding this matter?

Thank you in advance for your cooperation and for sharing any relevant 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.

matthewcarlhogan20

I have tried to contact the casino repeatedly but have not succeeded. I am afraid there is little that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this is not a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints may encourage the casino to change its approach. If the casino decides to respond, we will reopen the complaint and notify you by email. Since the casino operates without a verifiable license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry I could not be of more help on this occasion.

Best regards,

Munya Shumba