Pocket Play Casino - Player believes that their withdrawal has been delayed.

I requested a withdrawal of 370 euros on the 21/10/2022 via bank transfer and it has not been received.

I have contacted the casino and they have not been helpful and never gotten back to me on email.

Can Casinoguru help mediate this.

(I have tried to upload a screenshot of the withdrawal but it will not upload so I am copying and pasting this below).

2022-10-21

14:19:17

Withdrawal

-370.00

SUCCESSFUL

METHOD

BankIBANWithdrawal

ID

1077787036

Dear lafamil,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

I am fully verified.

It has now been 14 days. The casino is also refusing to help me and has ignored all my emails.

I have a withdrawal from the 10/10/2022 for 250 euros which has also not been received and the caisno has never gotten back to me on this.

Dear lafamil,

Have you received your withdrawal from the casino yet?

No.

The casino also does not email me back and I cannot get on chat.

One withdrawal is now over a month and the other is 15 days.

If you look online lots of players are having these issues. I am shocked the casino has such a good rating on your site when they are black listed on others….

Thank you for your reply, lafamil. Have you made any successful withdrawals before? Could you please confirm that you have passed the verification? Have you accumulated your winnings with or without an active bonus?

One withdrawal that took 2 weeks.

Completed KYC on sign up.

Have not used bonus. All cash money.

Thanks.

One more thing before we contact the casino. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru (if there is any)? Alternatively, you can post it here. Thank you in advance.

The only communication is me chasing the casino via email, no responses and me chasing on chat. They keep saying they will get back to me and never do….

Thank you very much lafamil for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Dear lafamil,

I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Pocket Play Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Pocket Play Casino, could you please state the reason why the player's withdrawal has not yet been paid out?

Thank you in advance for providing the information.

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’ which may negatively affect its rating.

Dear all,

We assume that the issue has likely been resolved, so we would like to give this case one more chance and help both involved parties reach a fair conclusion.

I have contacted both parties by email, and I'm currently waiting for an update. I will now extend the timer for an additional 7 days and keep you all informed of any developments.

Kind regards,

Tomas

Yet again casinogurus ‘complaints section’ is not fit for purpose and offers no help to players.

please close this as I have dealt with the casino directly.

Dear lafamil,

Please try to understand that even though I have tried to contact the casino repeatedly, there is not much that can be achieved without cooperation from its side.

If you have managed to get in touch with the casino, could you please advise whether you have been paid or not?

Thank you very much.

Kind regards,

Tomas

Dear all,

Even though we assume that the issue has been resolved, without a confirmation from lafamil, we are forced to reject this complaint.

The player can reopen this complaint anytime.

Kind regards,

Tomas