Pocket Play Casino - Player is struggling to cash out from the casino.

I have been attempting to get a 500 euro withdrawal from Pocketplay for over a month.

Like other players on here i have been told the same scripted excuses for non payment. 'Technical issue' - 'We are looking into it' - 'No response from the relevant team'.

I even had one withdrawal marked as 'Successful' on their system, only to then fail and return into my pocketplay account.

Most recently I have had them email me to say my 420 euro withdrawal has failed and returned to my account...My withdrawal that says SUCCESSFUL was/is for 500.

I need Casinoguru to TRY and mediate here and also for this site to review the casinos 8.3 rating possibly as many players are having the same issues.

*I am also fully verified as of a month ago.

Dear trudders,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can better understand the situation.

Was the amount you attempted to withdraw returned to your casino balance in the correct amount of 500€?

Did the casino advise you to use the same payment method again, or were you advised to use alternative payment methods?

Looking forward to hearing from you.

Best regards,

Tomas

The 500 euro withdrawal currently states SUCCESSFUL in my pocket play account history. This has not been returned to my pocket play balance. It has not reached my bank account either.

The withdrawal that stated it was SUCCESSFUL but then somehow was returned to my account happened about 3 weeks ago.

The casino only has bank transfer as a withdrawal option for all players.

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

Hello trudders,

I have reviewed your case and will contact the casino to see if I can help.

We 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’ which may negatively affect its rating.

Dear trudders,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might 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.

There is one more possible way how you can try to get your winnings back - to file a complaint with the gaming authority the casino is regulated by - Gaming Curacao. It is possible to file a complaint via the official website (http://www.gaming-curacao.com/) and use a "Contact" button or by sending your complaint to info@gaming-curacao.com. Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if it is needed.

If there is any progress with your issue or you need help, please let me know about it at tomas.k@casino.guru.

I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Tomas