Pocket Play Casino - Pelaajan kotiuttaminen on viivästynyt.

Hey,

I went home on 12.7. the amount in question and it's been over 2 weeks now and the money is still not in my account. They rarely respond to e-mails, and the last time they claimed it was a problem with the payment provider, and it's been more than a week since then.

Hei,

Kotiutin 12.7. kyseisen summan ja siitä on nyt vierähtänyt reilut 2 viikkoa ja raha ei edelleenkään ole tililläni. Todella niukasti vastaavat sähköpostiin ja viimeisimmäksi väittivät maksuntarjoajan ongelmaa ja siitäkin jo yli viikko mennyt.

Dear Liero91,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise which payment method you have opted for? Do I understand correctly that your payment is still pending inside the account without being processed or it has been sent but never reached you?

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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Hey,

As I recall, I deposited by bank transfer and withdrawal.

"WAY

BankIBANWithdrawal"

Direct copy below the event. I received the first response from customer service, that it confirms that the withdrawal was made on 13.7. and can take 0-5 days depending on the payment method. There was no money and I sent several emails again. To which I received an answer on 20.7. that he was investigating the matter and had to put the account information about the deposit up to the day in question, and I provided them. That it appears that the money has not reached me. 22.7. I was informed that the payment department has issued a report to the payment provider and then I haven't heard anything from them and my latest e-mails have not been answered.

Hei,

Muistaakseni talletin pankkisiirrolla ja kotiutuksessa.

"TAPA

BankIBANWithdrawal"

Suora kopio kys tapahtuman alta. Sain ensimmäisen vastauksen asiakaspalvelulta, että vahvistaa kotiutuksen laittaneen 13.7. ja voi kestää 0-5pv riippuen maksutavasta. Ei kuulunut rahoja ja useamman sähköpostin laitoin taas. Johon seuraavaksi sain vastauksen 20.7. että tutkii asiaa ja piti laittaa tilitiedot talletuksesta kyseiseen päivään saakka ja ne toimitin. Että näkyy ettei raha ole minua tavoittanut. 22.7. sain tiedon että maksuosasto on laittanut selvityksen maksuntarjoajalle ja sitten ei olekaan asian tiimoilta enää mitään kuulunut ja viimeisimpiin sähköposteihini ei ole enää vastattu.

Hey,

I received the following reply today.

"Your payment failed due to a technical problem with the payment service provider.

We have now reworked it. It may take 0-5 days to appear in your bank account."

We'll see if it comes now or if we wait again in vain.

Hei,

Sain tänään seuraavan vastauksen.

"Maksusi epäonnistui maksupalveluntarjoajan teknisen ongelman vuoksi.

Olemme käsitelleet sen nyt uudelleen. Se voi kestää 0–5 päivää, ennen kuin se näkyy pankkitililläsi."

Katsotaan tulisiko nyt vai odotellaanko taas turhaan.

It seems like it's been 5 days today and the money still doesn't appear in my account.

Tästä taitaa tänään tulla taas 5 päivää ja rahoja ei edelleenkään näy tililläni.

Thank you very much, Liero91, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear Liero91,

This is Tomas and from now on, I will be assisting you with this case.

I have reviewed your situation and I would suggest waiting for 2-3 more business days to see the payment appear on your account.

Please update us regarding the status of your payment at the end of the week and if you still haven't been paid, I will contact the casino regarding this matter.

Thank you.

Best Regards,

Tomas

Hey,

The money still hasn't arrived. From there I got the same processing messages as before when I asked about them, that it has been transferred to the payment department for clarification. You just get the feeling that the payment is being cheated here. I bet that waiting a few days won't change the situation when they've been waiting for almost a month.

Hei,

Ei ole edelleenkään tullut rahoja. Sieltä tuli samat käsittelyviestit kun aikaisemmin kun kyselin niistä, että on siirretty maksuosastolle selvitykseen. Tulee vaan tunne että maksua vitkutetaan tässä. Veikkaan, että muutaman päivän odottelu ei muuta tilannetta, kun niitä on kuukausi kohta odoteltu.

This is to confirm that the money still hasn't arrived. This is now the more than 2-3 days you asked to wait. And I have not been contacted about the place in question.

Tämä vielä vahvistukseksi että rahoja ei edelleenkään ole tullut. Tästä on nyt tuo yli 2-3pv mitä pyysitte odottamaan. Eikä kys. paikasta olla nyt oltu yhteydessä minuun.

Thank you Liero91 for updating us with the information.

In this case, I would like to invite Pocket Play Casino to join the conversation and participate in the resolution of this complaint.

Dear Pocket Play Casino,

Can you please provide an update on the status of the player's withdrawal?

Kind regards,

Tomas

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’.

Dear Liero91,

I have tried to contact the casino repeatedly but it appears they have stopped responding. There is not much that can be done now without the casino's cooperation. I will mark the complaint 'unresolved' in our system.

I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I wish I could be of more help.

Kind regards,

Tomas

We’ve reopened this complaint as the player confirmed that he has received the payment.

Here's a direct quote:

"Hi,

the money had now arrived

- Jani"

As the complaint is now successfully resolved, we will close it as ‘resolved’ in our system. 

Kind regards,

Tomas