PickWin Casino - general discussion (page 2)

Hi Jaro, I played at the casino for quite a while on and off and the RTP was pretty awful in general, the game selection for Canadians was terribly limited, but the biggest issue was the impossibility of connecting with customer service. I wrote emails that went unanswered, chat doesn't exist without Telegram or Facebook apparently, and even when I filled out tickets on their site that they stated would be answered in 24 hours, they never were. I felt like they were a zombie casino.

Of course, I understand this decision and I’m not surprised. If all of this had been taken into account, I probably would have taken a similar step myself.

Well, sometimes players come across casinos like this. I believe things will be better in the future, though.

Good luck.🍀

Just sharing my experience with PickWin.

On March 24, I asked support to self-exclude and close my account for 1 year. They confirmed it would be processed, but my account stayed open.

I followed up on March 26 and was told it would be escalated, but nothing happened. Some hours later I said okay nevermind - but I’m a compulsive gambler and my self exclusion request should have been honoured regardless and it shouldn’t have taken days to close my account.

Then on April 3, instead of closing the account, they gave me a $200 bonus, said my closure request had been cancelled, and I was still able to deposit and play.

Because of that, I ended up making more deposits after I had already asked to be excluded.

I have screenshots of everything. I submitted a complaint with Anjouan gaming but from what I understand they don’t really respond to player disputes. I sent emails to pickwin support and have heard nothing and my account remains open.

Hello and thank you for sharing this, and I’m sorry to hear the situation became more complicated after you had already tried to close the account. I can understand why you’re frustrated.

Looking at the timeline, there are really two sides to this. On one hand, what you described is not ideal. Requests involving self-exclusion or account closure due to gambling addiction should be handled clearly and without unnecessary delay once the player mentions addiction or compulsion. On the other hand, when a player later says "okay nevermind," it can create confusion about whether the original request still stands, which makes the situation less straightforward afterward.

That does not mean your concerns are invalid, only that the mixed communication may complicate how the situation is handled in the end.

If you’d like the matter reviewed properly, the best route now would be to submit a formal complaint with all screenshots and timestamps included. That gives the strongest chance for an independent review of whether the casino handled your request appropriately and whether the account should have remained open afterward from our perspective. It's merely a way we aim to help.

How do I submit a formal complaint

You should by filling the form right here 👈 Follow all steps and include the best description of the events possible, because first of all my colleague needs to become familiar with the matter and understand what, in your opinion, was wrong.

Take a look at the form and feel free to ask more questions if needed; I'll gladly help further.

I don't see your review of this casino here? Is this casino still open?

Yes, the casino is open. 

Unfortunately, you can't see it due to regulations in your country. If you use a VPN, you should be able to see it normally.🙂

I had a very disappointing experience with PickWin Casino. I was promised bonuses and rewards if I made a deposit, so I deposited money into my account. After that, customer support completely stopped helping me.

Their support on Telegram has been terrible. I even created another Telegram account to contact them again, and they answered at first. But as soon as they realized it was me, they deleted the messages and stopped replying immediately.

I feel ignored and misled. A casino should treat customers professionally and honor the promotions they advertise. Right now, I cannot recommend PickWin Casino based on my experience.

Does it mean that you did not receive the deposit bonus you were supposed to, please?

If it is advertised on their site, they should surely adhere to that.

Hello,

I would like your opinion before filing an official complaint.

Around three months ago, I contacted PickWin support and requested a 1-year self-exclusion because I have a serious gambling addiction. They replied that my request would be processed, and I believed my account had been excluded.

About three months later, I was still able to log in, deposit money, and gamble. I lost over $1,000 during that period.

PickWin is now telling me that my self-exclusion request remained "pending" because there were only a few cents left in my account. However, I cannot find anything in their Terms & Conditions stating that a self-exclusion can remain pending due to a remaining balance.

I have screenshots of my self-exclusion request and all conversations with support.

Based on your experience, do you think I have a reasonable case for a refund?

I think you may have a case that our team could try to help you resolve. If you told the casino that you have a gambling addiction and made them aware of your situation as clearly as you could, but they still refused to close your account because you had a remaining balance in your player account, I’m not sure that was the right thing for the casino to do.

If you also couldn’t find anything in their terms and conditions stating that a remaining balance should prevent the casino from closing your account or self-excluding you, then I would definitely open a complaint.

I’m not saying that you will definitely receive a refund, but at the very least, I think your case is valid enough to be investigated. So I’d definitely go ahead with it and we’ll see how it turns out.

Hi, I also have a severe gambling addiction and I had the same problem 3 days ago. I asked my account to be self-excluded for 1 year and when I tried connecting 3 days later, I was still able to play. I lost 2500$ after that. I also want to filed a complain, if you have any feedback, can you tell me what you did? I have been trying to contact them for 3 days and they won’t respond

yeah i've read some story online, i know 3 days is a lot when we ask a ban but for them no, they will say it was behing process or wtv... For my case, 3 month later and nothing changed, i even forgot a banned myself on this casino. They didnt give me any update or anything.. no email no response on the ticket..

Good thank you i just did.

Okay, we will see how it turns out.🍀