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

Hello,

I am submitting a complaint against Pokie Mate as I have been trying to withdraw from this casino and although it's only been a few days, it is proving to be very difficult and at times just seems like they are doing whatever they can to avoid paying me put. Some background info regarding my complaint:

28/03 - I requested my withdrawal

I then tried to update my verification documents but the system only allows 10 Docs at a time so I messaged live support who asked me to send my updated documents eg: drivers Licence to him and he will send to correct department.

Still same day, 28/03 @7.18pm I received an email from Pokie Mate requesting verification documents. At 7.34pm I replied and explained all of the above and attached the documents to my reply email in case live support hadn't passed them on yet.

29/03 4.42pm - Received an email from Pokie Mate advising Docs received and account is verified and updated.

29/03 @ 4.52pm - I replied and asked what the current withdrawal timeframe is and when was it I was likely to receive my funds.

01/04 @ 2.41pm - I logged in and checked on my account to see my withdrawal status to find my withdrawal request had been cancelled and the funds were back in my account. I got straight onto live support to ask why this had happened as I have had no communication with the casino and nothing more had been requested from me. Upon checking my account Live support told I needed to supply all the documentation which had now all been sent 3 times and also needed to send a Selfie holding all the documentation they were requesting. I did this immediately and sent through to Live Support who guaranteed me they would send it through to the right dept.

02/04 @ 12.04am I sent an email explaining that live support had updated me but only cause I enquired and I still hadnt got an email from anyone at the casino but I attached the documents to the email in case live support didnt send it and sent it through to Support@Pokiemate and Documents@PokieMate.

02/04 @1.26am Live support asked me to send to Support and Documents@pokiemate

02/04 @ 6.06am I acknowledged receipt of the message from live support and sent through the docs to the emails above. This was now the 3rd time sending.

02/04 @ 2.23pm I received an email from Documents team requesting I send through certain documents again. This is the 4th time requesting

02/04 @ 4.00pm I sent the documents via email for a 4th time.

03/04 Around 4pm I spoke to live support who said they are still waiting on 1 last photo which I had sent to live support twice and emailed 3 times already.

03/04 @ 5.51pm I received an email from documents team requesting a photo of me holding up one of the cards. This has been done 5 times now.

03/04 @ 9.27pm I replied to the email and attached what they have requested.

My issue is they keep doing this and then cancelling my withdrawal so it starts the time frame again. The same thing just happened to my friend who has only received the second part of his withdrawal 11 weeks later. But that casino doesn't run under a licence so he's lucky he got anything.

I have asked about the withdrawal time frame and its suppose to be up to 5 business days. Well technically from my withdrawal request, 5 business days is today 04/04 but as they cancelled it despite having received the paperwork 3 times at this stage, it automatically starts again. I am waiting for them to cancel it again for no reason and make it start again as we will be coming up to 5 days tomorrow.

No one can help me, they all say Rest assured if the documents team need anything they will let you know but they don't. The first email I got from Pokie Mate was just asking for 1 card which I used previously and said they needed a copy to be able to process my withdrawal immediately and since then it's just spiralling out of control and I'm losing my cool real quick now as I feel they are just taking the p!@# out of me.

We didn't have this issue when I was depositing and they were taking my money. Only when I'm taking theirs which was won fairly and all by the T&Cs.

I would love to get your help if possible to get my withdrawal paid out.

Thanks Casino Guru

Dear Tenilleb23,

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 completely understand but maybe if you read through my whole complaint you will understand the need for it.

The 14 days will just keep Restarting as they keep cancelling and requesting documents they've received over 4 times prior and by doing this they still fall with the time frame but that's not ok. They have all the documentation needed to successfully complete the withdrawal

I don't want to wait for you to intervene as we will be waiting forever. It's not just the delay in payment but the fact they keep cancelling and requesting documents which have already been submitted 4 times prior. Surely there is something you can do?

Kristina,

Today I went onto my casino account to check the status of my withdrawal as I was told by live support that the withdrawal is with the payments team not and I received an email saying all documents have been verified and my account is all up to date. When I logged in, I notice the withdrawal request had been cancelled again and they are requesting the same verification document which I have sent to them 6 times now (see attached) and Live Support have sent them through twice. Today was the end of their 5-day withdrawal time frame and they've done this twice now. I've also had no communication from anyone it just states it in my withdrawal section of my account (see attached). So, although this is a complaint about delayed payment, I also want to make a complaint about the player support or lack of should I say. I am extremely frustrated, and they won't help nor communicate effectively so we just keep going in circles. How can they request something they've received via email 6 times already? It feels like they are just taking me for a ride. I just really require your help now not in 6 days. Please

Thank you for your reply, Tenilleb23. Have you made any successful withdrawals before? Did you accumulate your winnings with or without an active bonus?

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.

Hi Kristina,

I will send a time line of correspondence and also all the email correspondence.

There is no update apart from having to get all my documentation notarized which I have done and sent off but will detail all that info in the email.

Thanks

I apologize, but I haven't received any emails from you. Could you please forward everything again?

Dear Tenilleb23,

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.

Thanks Kristina, I'm not sure why but it bounced back and went to my spam account.

After a long wait, lots of paperwork, lots of unnecessary emails and 16 business days I've received my money.

Thank you for your help

Dear Tenilleb23,

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