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.

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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