Pokie Mate Casino - Player’s withdrawal has been delayed.

I won 2300 I deposited with bonus I went thru play thru I withdrew the money left sitting for days said they wanted to verify acc did that then two days later my original deposit is back my winnings gone confiscated said I breach the bonus condition which is a lie I played the waging requirement

Dear Blackcat64,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

I closed the account I know I won’t get the winnings they are scam

Dear Blackcat64,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

No no withdrawal has been sent thanks nick

Dear Blackcat64,

Can you please clarify what do you mean by sent - did you receive it after all?

Regards,

Nick

Dear Blackcat64,

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.

I had nothing from them I felt they are a scam

Dear Blackcat64,

Could you please confirm if there was any communication with the casino after you closed your account? Even if your account is closed, the casino is still obligated to send you any remaining balance.

Kindly let me know if you require further assistance in retrieving the remaining funds or if you consider this matter resolved, given that your account is now blocked.

Best regards,

Nick

No I have received nothing and no response either they clearly are not going to pay the winnings I’m over it they are dishonest gaming site I’ll never play on there again

Dear Blackcat64,

Please forward any communication you had with the casino so far related to this case to nikolas.b@casino.guru for further review.

Awaiting your response.

Regards,

Nick

All I had is an email saying they will deactivate my account

Dear Blackcat64,

You wrote earlier that they have claimed you breached the casino rules - do you have that conversation?

If not, please at least forward your full betting history to nikolas.b@casino.guru for further review.

Awaiting your response.

Regards,

Nick

I dt have the conversation and have closed acc

Thank you Blackcat64 for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Blackcat64,

I'm Michal, and I have taken over your complaint. I have reviewed your case and will contact the casino to shed more light on this matter.

We would like to invite Pokie Mate Casino to join the conversation.

Dear Pokie Mate Casino,

Kindly provide us with any evidence supporting the alleged violations of your bonus terms and conditions of which the player is being accused. You can send the information to me at michal.k@casino.guru

Thank you for trying I bet they dt respond

We would like to ask the 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’ which may negatively affect its rating.

Dear Blackcat64,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Tobique Gaming Commission and submit a complaint to them. The Gaming Authority might have more options and tools to help players. You can do so by sending an email to info@dlagglobal.com or by filing a complaint via the appropriate form that will be available once you click on the license validator at the bottom of the casino webpage.

Please let me know how they responded at michal.k@casino.guru.

I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru