PokieSlap Casino - Pelaajalla on viivästynyt kotiutus ja tiliongelmia.

I registered with pokieslap and received a welcome reward. The wagering amount was $1400. So when it reached $1483.03 I submitted a withdrawal. Uploaded an identity document and it said it had been completed. Hours later there was still nothing in my account. So I tried to go back to the website to contact support. When I tried to login It popped up saying an admin had changed my password and I needed to create a new one. This took several tries and eventually I got through with submitting just a new password and leaving the current password blank. My balance is now zero and I can't send messages to their live support. I checked my account history and it says the withdrawal was rejected and admin put my balance back to $2500.07 but that isn't reflected in my account.

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Dear Hayley_44,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Do I understand correctly that the casino admin placed $2500.07 back to your balance but it isn't reflected to your account?

From the image that you posted, I can see the $2500.07. Is this not the case?

You said that your balance shows zero. Please post a screenshot as proof.

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

Best regards,

Jean

Hi Jean,

No sorry that was a screenshot to show the amount I had wagered taken before they logged me out and reset my balance. My new balance is $10.53 but that is from rewards on the site. I can't use that balance as it says my account isn't allowed to use real money at this time.

These are screenshots taken today also

Hi,

Just wondering if there is an update on this?

Thank you very much for clarifying, Hayley_44.

Have you contacted customer support about the discrepancy in your balance when they refunded the amount? Could you please forward all relevant correspondence between you and the casino to jean.s@casino.guru? If it’s more convenient, you may also post screenshots here.

I understand this may take time, so I appreciate your assistance.

Hi Jean,

Thank you for your response. I will email through the correspondence now.

I have emailed you the correspondence with pokieslap, just checking you received it

Thank you. I have received your email.

Do I understand correctly that the lost winnings were achieved from a bonus? To review the bonus terms, please provide a link to the bonus.

Could you please provide a screenshot of your bonus history?

How much was needed to complete the wagering requirement?

After completing the wager, how much did you win from the bonus?

Thank you in advance.

Hi Jean,

I have replied to your questions via email. Let me know if you received it.

Dear Hayley_44,

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 Hayley_44

I am sorry to hear about the issue you are experiencing with the casino. I appreciate you bringing this matter to our attention.

I will contact the casino on your behalf and do my best to facilitate a fair and timely resolution. If any additional information or documentation is required during my assessment, I will let you know.

At this point, I would like to invite a representative from PokieSlap Casino to join this discussion and provide their comments regarding the matter.

Dear PokieSlap Casino,

Could you please review the player's complaint and share your comments on the issues raised? If applicable, kindly include any relevant information or evidence that may assist in clarifying the circumstances of this case.

Thank you in advance for your cooperation. I look forward to your response.

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.

Hayley_44

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 valid 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