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

Refusing to pay winnings took weeks to get my documents uploaded than my account verification than told my winnings will take 48 hrs then they refused to pay altogether.. I have screen shots and emails. Spent a lot of money on this site and they like taking it but won't pay out any wins

Dear Darren,

Thank you very much for submitting your complaint and for forwarding all the relevant communication and screenshots. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you deposited funds into your account with someone else’s card/payment method? I have checked the screenshots, and I would like to ask about some irregularities.

Whose account is the first one?

Thank you in advance for your reply.

Best regards,

Petronela

Hi yes I have a account and my partner also has a account. I opened mine recently and my visa didn't work so I checked with support before I deposited money if I could use my own money through my partner card. They had no problem taking many deposits. My account was validated by them also. Was told 48hrs till my withdrawal request came through. When that time was up the decided not to pay.

No where does it state about using my partner card it states the funds must be the account owners which I transferred prior to depositing

Dear Darren,

Thank you very much for your reply. I have checked terms and conditions, and this is what I found https://www.pokiemate.com/en/terms-and-conditions:

„Duplicate Accounts are those accounts which include but are not limited to the following identical features: e-mail address, phone/mobile number, IP address, billing/household address, device used for registration, deposit, login and gameplay."

Since you and your partner, both have an account with the casino, using the same IP address, household address and depositing method, all this would collide with the general T&Cs.

Could you please advise if the details are the same in both accounts? Thank you in advance.

We have separate accounts. My partner has played with this casino longer and recommended me oops.

My account is separate from my partner. They aren't duplicate accounts and the casino verified my account as well if my account hadn't been verified that be understandable than. But I had full corospo dance with the chat service over the entire deal from before my first deposit. I deposited many times over a week with no red flags from the casino

Dear Darren,

Do I understand it correctly that your account has been verified prior to depositing funds? You stated earlier that you’ve asked about possibility of depositing your funds through your partner’s payment method. Could you please forward the relevant communication? Thank you very much in advance.

Thank you very much for forwarding all the screenshots and communication. I understood that your account has never been verified due to missing proof of address. Additionally, I didn’t find the conversation in which you have asked about possibility of depositing your funds through your partner’s payment method. Please try to assist. 

I sent you 2 emails containing the conversation with them over using my partners card and also the email stating my account is verified

It's states the rightful owner of the money's. Never states the visa card used pay deposit. I transferred the money to my partners account as my card wouldn't work. In a email I ask about using and state I used my partners card. Stated the banks statements required for validation were from that account. Which show's my transfers. In a email response they state that is fine. I first put in for a withdrawal on the 19th it took 4 tries before they validated my account and claimed they were processing the claim within 48hr. Come the 48 hr mark they cancelled they whole thing including the winnings. It's been over a week they still haven't answered my emails or in support chat.

Please, I still haven’t received the relevant communication with the live chat when they have approved third party deposit.

It was in the emails not live chat

Please forward the emails.

I have forwarded the emails 😁

There reply is in the emails. They state that's fine!! Have you heard from the casino because they are ignoring my request.. they stopped the card after they cancelled my withdrawal 4 times..

I've contacted the licenced authority to pokie mate as well.. which I found myself because they weren't for coming with this information

Please trust me if I have spotted casino’s approval in the forwarded communication, I wouldn’t ask for it. Thank you for your assistance.

I will highlight it and email again 😊

Have you heard anything from this casino ??

Thank you very much, Darren, for your reply. However, I would like to emphasize that no approval to make a third party deposit has been found.

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.

Cheers

Hello Derren.

In the gambling industry using any payment method which is not written under your name a big "no go". 

In the whole case, the only one thing is important - if they wrote to you that you can deposit with your partner's credit card, because if no then we really can't help you anyhow and you simply did something that is forbidden. They returned the deposited money and that's the end.

If somebody from the casino encouraged you to do the deposit with your partner's card it means a big problem for the casino. So please look one more time in everything that you have. Then highlit the conversation where you believe they asked you to make a deposit with your partner's card and send to matej@casino.guru 

Just please only the one conversation where they mentioned this. I have already access to all files you have sent to Petronela.

Thanks.

The casino would also have it in there chat which I can no longer access. They were fully aware I used my partners card not once not twice but kept taking deposits over two weeks. They are not responding to me neither is there co called manager either.

Also in a e-mail I sent I inform them again that the card used was my partners and they still validated my account...

Has the casino responded????

Not yet, because we didn't ask them yet. It is obvious from their messages to you that the reason why they don't want to pay you is that you used your partner's card. If you don't have the proof, then they will not send it, even if they find it - at least that's my opinion. Encouraging somebody to use somebody else credit card is strictly against any casino's terms.

We, of course, can ask them, but if they deny what you wrote here, then I am afraid we can't help you. Without proof, it would be almost impossible. So as I wrote, try to find the proof then we can continue. Without proof, there is a tiny chance of succeeding.

Hello Derren.

Did you find something?

They have refused transcript for chat. Which isn't legal to do this in Australia

Unfortunatelly, without the key proof, we can't do much. 

If you are sure that they wrote you that you could use a somebody's else credit card, then you can try to involve local authorities. But as I wrote before: using somebody else credit card is strictly against any casino's terms.

In similar situations, we advise to contact the casino's regulator - but this casino operates without a license. 

I am afraid that we will be forced to close your complaint because of insufficient evidence.

Iam 💯 positive they knew and agreed 👍

They have also recently declined my partner a winning of $1800. Who do I contact to have both our matters handled?? Also can you recommend a good Aussie casino

Darren, you can try to complain here: https://www.acma.gov.au/protect-yourself-illegal-gambling-operators#which-services-are-legal

But technically all online casinos are illegal in Australia. (technically - they shouldn't aim to Australian market)

Good online casino accepting Australians is King Billy - Medieval thematics, the casino is licensed and very pro clients oriented.

I hope this helps.

I am very sorry, but without the proof, I need to close your complaint with "insufficient evidence from player" status.

Thank you