Pocket Play Casino - Player's withdrawal is delayed.

3 weeks ago I put in a request for repatriation for €380, there was no answer even though I contacted customer service. 3 weeks later the casino page was closed. I have been trying to contact customer service by e-mail for 4 days now, but without success.

Dear lakritsa,

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

• Have you made any successful withdrawals from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with or without an active bonus?
• Would you be able to share proof of your withdrawal request here or on my email at tomas@casino.guru?

Thank you very much in advance for your reply.

Best regards,

Tomas

Thank you for your message, lakritsa.

If the casino received your documents on May 4th, it may take some time for them to approve them and process the withdrawal.

Did you receive any reply from the casino regarding the verification or the withdrawal, since your last message?

Please let me know. I'll look forward to your reply.

Dear lakritsa,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello, I haven't received any money or response. I tried messaging pocket play support but without success.

Thank you very much, lakritsa, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you lakritsa for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Pocket Play Casino for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

Hey peter

thank you for your effort, I really appreciate it

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.

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. In the meantime, I recommend you contact the Gaming Curacao Authority (http://www.gaming-curacao.com/) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter