Pokie Mate Casino - Player believes that their withdrawal has been delayed.

i made a small deposit $50 with a I think 75% deposit bonus. I always play these and make sure I don’t exceed the max bet ( though I do come close) the T&C say that with my deposit and bonus I can play a max bet of $8.32au but is governed to $8au my max bet was $7.98 though max be issues have never been mentioned…… Yet!

I was playing a game called Pirate sharky and on a $1.50 bet I got an incredible win of $5000, of course this ment I would play through easily and have money to spare! After the okay through was completed I went to withdraw exactly $5000. A few days later I was informed my account had been " Flagged" by their Fraud department??? They requested I re sent all my documentation. Which I did, and put the money back in for withdrawl.. days later I get anoth email saying I need to re submit all my documents, but this time with pictures showing me holding them??? Which I did

And put money back for withdraw but during this time I am playing and losing a considerable amount of my winnings! Now down to $3000! I get another email saying the document I submitted for proof of address was out of date? It was not! Doc dated 25th March. Just inside the 3mths required, however I have another by this time dated April ( a UK letter) and put the money in again for withdrawal. I then get another telling me the document I submitted was not good enough?? A government letter?? If that’s not good enough as proof of address then nothing is!

I return the email stating this and got a email saying all documents received and my account updated but they may ask for more?? But the money keeps getting knocked out if withdrawals for no reason and it just goes on and on! It happened again this morning with no emails to tell me why. It’s as the they have no intention of paying me and just want me to okay it out!! Not happening!!

Kevin

Dear kevin20156,

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

Dear kevin20156,

Have you received your withdrawal from the casino yet?

i have had it knocked back several times without any email or indication as to why, but since I lessened tge Withdrawl total to just $1500 is seem to be in the processing phase. Hopi will not need your assistance.

kevin

i have just checked the withdrawal page and it’s been knocked back again? No reason, no email, no explanation! This is why I contacted you!! They just keep knocking the withdrawals back and say nothing???

kevin

i have just checked the withdrawal page and it’s been knocked back again? No reason, no email, no explanation! This is why I contacted you!! They just keep knocking the withdrawals back and say nothing???

kevin

Thank you for your reply, kevin20156. Have you made any successful withdrawals before? Do I understand correctly that the casino approved your documents?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Yes I have made successful withdrawals before, and again there were a little lengthy in time to get them, but never to the excess that this one is! I have just had my account audited so all checked on my gaming should have been done then.

I have just enquired about the length of time it’s taking! My withdrawal has now been under review for 7 days??? I have no idea if or when this review will stop and my withdrawal will continue, I just keep been told my withdrawal is still under review and I will be notified when this is completed??Kevin

If possible, could you please post here (or forward me) a screenshot of your withdrawal history? Moreover, I still haven't received any communication between you and the casino. Please forward it as soon as possible so that we can proceed with this complaint. Thank you.

Thank you for your time! Your help is no longer needed as the account has been paid in full.

thank you again

Kevin

Dear kevin20156,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru