PocketWin Casino - Player is having difficulties receiving their winnings.

Way back last year I deposited £600 into my Pocketwin Casino account and played roulette finishing up with £4000. But they wouldn't process the withdrawal until I submitted an incredible volume of paperwork. Having satisfied all of that several times over they turned the screw further by demanded a telephone verification call. They were extremely difficult to arrange a time with but eventually we completed the call. However, some time passed with no withdrawal and then they demanded to do a verification call again. Time dragged on and eventually another call was completed. Still they would not pay and at this point came up with a new plan - a skype video verification call. It took forever to arrange and they failed to call on several proposed times. But it was finally done earlier this year. I thought payment would follow soon afterwards. It wasn't soon and when it finally did happen it was just £1200. I have been emailing them ever since asking what is going on. But they just reply with questions like what is your phone number or user id when they know exactly who I am. I am getting nowhere and it is time they settled up.

Hello zoeann,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Do I understand correctly that you have only received £1200 out of £4000? Have you accumulated your winnings with or without an active bonus?

Would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Dear zoeann,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.