WickedPokies Casino - Player seeks deposit refund after winnings dispute.

I won with the initial welcome 20 bonus which had a 100 max withdraw amount. I was told ( you will see in the attached chat) that I had to make a $25 deposit with a 1x playthrough to be able to withdraw. I made the deposit, did the playthrough. Then I requested my withdraw for my winnings and was told I can only withdraw 100 because the is the max on the bonus. They also told me that I had cancelled my withdraw which I DID NOT. So they will not refund me my deposit ( I even won with it!) and all I want is the deposit back not the winnings (which I should also receive because of what their rep told me over chat which you will also see on the attached chat). If you have to do I 1x playthrough on your initial deposit you should receive your winnings if you do win. But anyways, I just want my deposit back of 37.50 because I did what they said and the deposit should not be included in the winnings amount if I met the playthrough amount (which I did by a lot). I have never, ever dealt with this before. The deposit is never included in the winning or needed to be played through to withdraw. That is my complaint. PLEASE HELP!

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with WickedPokies Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• At the time you requested a payout of the winnings from the welcome coupon, were your winnings capped at $100?
• After you deposited $37.40, have you continued to play with the $137.40, to your knowledge?
• Have you received any explanation from the financial department regarding the 'mixed funds' and the confiscation of your deposit, as the support suggested?
• Could you please share with me any additional communication with the casino regarding the confiscation, if available? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

It has not been resolved.

Dear THELUCKYWON,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Tomas

Casino.Guru

We’ve reopened this complaint at the request of THELUCKYWON. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Please accept my apology for the mistake in closing the complaint.

Dear THELUCKYWON,

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, Michal (michal.k@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,

Tomas

Hello THELUCKYWON,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

In the meantime, I have noticed this entry in the transaction history you have provided us:

01/05/2026 03:43 PM E Currency //Bitcoins Withdrawal Approved! -$100.00

Can you please confirm that you have received the $100.00?

We would like to invite WickedPokies Casino to join the conversation.

Dear WickedPokies Casino,

Could you please provide clarification regarding the sequence of events in this matter? Additionally, we would appreciate confirmation of which funds have been disbursed to the player, which remain pending, and the specific reasons for any outstanding payments.

If there is any information or evidence that cannot be disclosed publicly, please feel free to share it with me directly at michal.k@casino.guru for an independent review.

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.

Dear THELUCKYWON,

I have received a response from WickedPokies Casino.

Hi Michal,

 

I hope you are well.

 

Thank you for bringing the players’ complaint to our attention. Our team has conducted a thorough review of the account activity, and we have outlined the findings below for clarity.

 

Summary of Account Activity:

 

Initial Bonus Win

·        The player won A$237.41 from a A$20 Welcome Bonus chip (max cashout $100).

First Withdrawal Request

·        The player initiated a withdrawal of A$100, leaving a remaining balance of A$137.41 in the account (which no further winnings can originate from, as these funds were generated by the bonus winnings).

Cancellation & Verification Deposit

·        The player voluntarily cancelled the pending A$100 withdrawal (as shown in the attached proof, which the player denies doing).

The player then made a verification deposit of A$37.40, bringing the total account balance to A$274.81.

·         A verification deposit is required for first time withdrawals which need to be played through at least once and this not withdrawable unless they win from that clean deposit. In this case it was mixed and therefore not withdrawable.

Continued Gameplay & Second Withdrawal

·        The player continued gameplay and then later initiated a new withdrawal request of A$150.00.

This amount consisted of:

A$100 in winnings

A$30 from deposited funds

As a result, the withdrawal contained mixed funds, as defined under the applicable bonus terms.

Withdrawal Processing Outcome

Upon processing, the system correctly applied the relevant bonus terms.

The excess balance was removed in accordance with these terms.

The final processed payout was A$100. The player received this on 05 January 2026. 

For reference, the attached player event log clearly confirms that the pending withdrawal was cancelled voluntarily by the player.

 

We have also attached a screenshot of the chat which clearly indicates that the agent informed the player of the correct withdrawal process (The player was not advised to cancel their withdrawal and then go on to deposit).

 

The player contacted the chat after depositing and playing (with a mixed balance, i.e deposit and balance) at various slot games.

 

Additionally, this situation is addressed in our General Terms and Conditions, Point 10, which states:

"If you deposit funds with an active balance exceeding $9 that originated from a free bonus, match bonus, or promotional reward, subsequent winnings will be subject to the terms of the original promotion claimed prior to the deposit."

The casino has acted in accordance with their terms and conditions, which the player agreed to upon registration. The player’s withdrawal was also paid out in a timely manner.

We strongly believe that with the above-mentioned explanation and proof attached, it is evident that this complaint is invalid.

Thank you for your mediation in this matter.

 

 

Kind Regards,

Gabe

Wicked Pokies Casino

It appears the casino has acted in accordance with their rules. Could you please provide your insight if any of the above points are incorrect?

I NEVER cancelled my 100.00 withdraw. I was told I had to make the deposit so the withdraw would go through AND that the deposit had to be played through once. Which I though I had done and actually ended up winning with that playthrough but then when I tried to withdraw they said I could only pull 100.00. Most casinos won't even post your deposit until your withdraw is complete. I never cancelled the withdraw, this is the game they are playing.

Dear THELUCKYWON,

Thank you for your response. I have received evidence that confirms the course of events as described by the casino team above. According to the system logs, the withdrawal request was indeed canceled by you.

According to the evidence you provided and the casino team provided, you were not advised to cancel your withdrawal. You have done this on your own discretion.

You have been informed of this at that time:

This conversation is reflected in the PDF file you provided, and there is no mention that you have to cancel the withdrawal.

Additionally, these are the casino rules for FREE BONUSES, which the $20 Welcome Bonus chip you initially claimed and utilized was.

FREE BONUSES

At Wicked Pokies, the minimum and maximum withdrawal for free money bonuses or free

spins is capped at $100 unless otherwise stated. All free money bonuses or spins

come with a 30X wagering requirement unless specified differently. Any remaining

funds from free winnings will be removed from your account once the withdrawal is

processed.

Taking into account the details provided and the sequence of events as outlined previously, it appears that you have received the winnings to which you were entitled, in accordance with the casino's terms and conditions that were agreed upon when you registered your account and claimed the bonus. I want to assure you that I’ve carefully considered all the details and the events that have unfolded; however, I haven’t found any actions by the casino that would go against these established rules.

That said, if there’s anything I may have missed or if anything is still unclear, please feel free to let me know.

Dear THELUCKYWON,

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.

Dear THELUCKYWON,

While it appears that the matter has been clarified – otherwise you would still be enquiring about it – we have not received confirmation from you on whether this case can be considered resolved or if you need additional assistance. Due to your lack of response, we regrettably must move forward with closing this complaint as rejected.

If you experience any further issues with this or any other casino in the future, please do not hesitate to reach out to us—we will try our best to assist you.

Best regards,

Michal

Casino Guru

We’ve reopened this complaint at the request of THELUCKYWON. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

We have received the following message from the player:

If you look at your screen shot it specifically says that the deposit it required to be played out one time. Also, I don't know what kind of game this casino is playing but I never ever cancelled my withdrawal. I just want my deposit back.

Dear THELUCKYWON,

Although we understand that the outcome of this case does not align with your expectations, overlooking or perhaps intentionally disregarding the clarifications already provided does not alter the established facts. The casino acted in accordance with its terms and conditions, and you received the amount to which you were entitled under the applicable circumstances at that time. There are no further or outstanding payments due to you in this regard.

As an independent dispute mediator, we have not identified any actions on the casino’s side that would constitute a breach of the applicable rules agreed to by the player, nor any conduct that could reasonably be considered unfair under our assessment criteria.

Accordingly, this complaint will now be formally closed as Unjustified.

You are, of course, entitled to disagree with this conclusion and may choose to contact the relevant authority or other competent body within your jurisdiction should you wish to pursue the matter further. At this stage, we are unable to provide any additional assistance regarding this case. Should you receive a response from the authority, you are welcome to share it with us at michal.k@casino.guru.

For future reference, we recommend familiarising yourself with bonus terms and conditions prior to accepting any promotional offer, in order to avoid potential misunderstandings.

Should you encounter any issues with this or any other casino in the future, please feel free to contact us, and we will try our best to assist.

Best regards,

Michal

Casino Guru