Pokie Mate Casino - Player’s bonus winnings have been cancelled.

Refusing to pay winnings. I won 2000 I put a request for withdrawal for 1800. There refusing to pay winnings.

Dear Nicole,

Thank you very much for submitting your complaint and for forwarding all the relevant communication. I’m sorry to hear about your problem. I have checked bonus terms and conditions, and this is what I found https://www.pokiemate.com/en/terms-and-conditions :

"Players are allowed to place single bets lower than 20% of the total value of the Active Bonus credited and should not exceed 8 EUR, 8 USD, 8 AUD, 8 CAD, 8 NZD, 80 SEK, 80 NOK (as applicable). Therefore, placing a bet of 8 EUR while there's an Active Bonus of 100 EUR in effect is considered acceptable practice. VIP players are allowed to place single bets lower than 30% of the total value of the Active Bonus credited and should not exceed 15 EUR, 15 USD, 15 AUD, 15 CAD, 15 NZD, 150 SEK, 150 NOK (as applicable). Please note that your VIP level is defined by the casino's own discretion."

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not a standard practice yet. You were not stopped or blocked when you’ve accidentally increased your bet, and, as a result, you breached the maximum bet rule.

Could you please confirm that your last deposit was $30 and advise which bonus you have redeemed (how many %)? Additionally, please forward your game history to petronela.k@casino.guru? Thank you very much in advance for your reply.

Best regards,

Petronela

Yes it was $30 . I only played what the game allowed.. I didn't exceed$8 because the game wouldn't allow this. Iam unaware of these percentage things ect sorry.

Thank you, Nicole, for your reply and for forwarding all the relevant screenshots. Do you remember how much was the bonus when you’ve deposited $30? Have you received another $30 or more?

It was $30

Thank you very much, Nicole, for providing all the necessary information. I will now transfer your complaint to my colleague Juli who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you

Hello Nicole,

I'm sorry to hear about your negative experience. Are you still in contact with the casino support? Would you be so kind and send us a screenshot of your conversation or forward to us the email from Pokie Mate Casino support, please?

Is it possible for you to see your game history? Screenshot of it could be helpful. If you do not have this option, you can try to ask the Pokie Mate Casino support to send it to you.  Thank you in advance.

I got screen shots of game history that I emailed you that's all there was there!! I haven't been back on the site since. I will forward all correspondence from them to you

What email address do I send to cheers

Hello Nicole,

Here is my e-mail address: yuliia.k@guruadmins.com

Email sent thanks

Hello Nocile,

The casino claims that you breached casino's bonus T&C, you placed bets over the 20% of the initial bonus amount. It would be helpful if you had some evidence that you did not bet more than $4, for example a screenshot of your game history. You can attach it with your next message. Thank you in advance.

I have sent game history already. What was left for me to screen shot anyway. I also left $200 in account and the amount changed with that also. I had to play out another $400 before I could claim any more wins. This is the second time this casino has done this last win of $2500 they declined also.. everytime I win the decline in some way.. just bs

Hello Nicole,

I looked at your complaint and will do my best to help you. I would like to invite Pokie Mate Casino into this conversation. Can you please send me relevant proof that this player broke the max bet rule?

My email: viliam.v@casino.guru

They have refused to answer any correspondence from me.. I didn't break any max rule and I also left $200 in that account and played it out to the casino as after my win the games stopped winning anything. The casino are just trying anything not to pay winnings to anyone.. I've since seen they are a blacklisted casino in many sites. I haven't played since there refusal. I will take this matter as far as I have to get what I rightfully won.. I will also join others in there fight against pokie mate. My partner for another case of $2500. Refusing to pay and many more.

My account is blocked on pokie mate now

Dear Nicole,

we are trying to contact with Pokie Mate Casino but unfortunately they don't answer us yet.

That doesn't surprise me they have blocked my account as well

We would like to ask the Pokie Mate 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’.

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.