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

Casino has stated I did a couple of bets too High and will not give me the money I won, I can log on to the sites but all of my payment and playing history has been deleted, I have just won 2000 on all wins casino and reading the reviews about this casino I'm now concerned, I don't know how these casinos can operate like this, they are actually stealing our money.

Dear roonie,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue and understand your frustration.

I carefully checked the Bonus Terms on the website, and this is what I found https://www.pokiemate239.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 standard practice yet. You were not stopped or blocked when you decided to increase your bet, and, as a result, you breached the maximum bet rule.

Are you aware of placing single bets greater than the maximum allowed ones?

If you are aware of placing higher bets than the allowed ones, sadly, there is not much we can do to support your case at this time. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed.

However, please do not hesitate to contact me if you feel that you’ve been accused mistakenly. Looking forward to hearing from you.

Best regards,

Petronela

Hi Petronela,

Thankyou for your correspondence, I am not aware of placing bets higher than the max allowed and because all of my history in bets has been deleted by the casino i have no way of checking, I just feel that these online casinos are not doing the right thing.

Thank you very much, roonie, for your reply. Could you advise how much was the rewarded bonus amount? Ideally, please forward your cashier and bonus histories to petronela.k@casino.guru. Looking forward to hearing from you.

Hi Petrena,

The casino has deleted all of my transactions and deposits

Thank you very much, roonie, for your reply. I will now transfer your complaint to my colleague Matej 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.

Hello Roonie.

I am sorry to hear bout your troubles.

I would like to invite the casino representative into the case.

Please can you check Roonie's game logs and explain to us what happened?

We would like to ask 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’.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

The casino can reopen this complaint anytime.

I am sorry, Roonie, that we couldn't help you more.

Normally, we would recommend you contact the licensing authority, but Pokie Mate Casino operates without a license. 

In such a case, you can try to get at least your deposits back.

Please contact: https://mychargeback.com/ and explain the situation. I hope they can help you.