Pokie Mate Casino - The player's balance was voided.

after reading all terms and conditions and getting a run down off my partner who uses online gambling, i decided to deposit 20 to pokie mate casino and was fortunate enough to be eligible to cash out at 3000 after wager requirements had been met.

i was then asked by casino to upload all relevant kyc documents so my ID could be verified, which is fine. BUT after having done this 3 times because they tell me that one of my docs were not clear enough, i cracked the s**** with the waiting and thought that ill just count it as a small loss and play it out and not deposit at this casino again.

WELL IN SAYING THAT I WAS BETTING FAIRLY HIGH AND ENDED UP GETTING AS LOW AS 100 THINKING TO MYSELF THAT I HATE THIS WHOLE IDEA OF ONLINE BETTING!! and then my luck changed. . . . or did it!!! i ended up getting free spins on 25$ and then again at 50$ then again on $125.. well having been playing for a few days now and my balance sitting around the 50,000-65,000 i decided to upload all my ndocuments through a computer so the resolution would be satisfactory enough for the casino staff to prompt my withdrawel once i try..

after trying to with withdraw it in one hit i soon realised that i was to create individual withdraw request of 5000 maximum as the casino only allows that much at one time.. which is fine i can deal with that... WHAT I CANT DEAL WITH IS THE FACT THAT I WENT TO SLEEP WOKE UP TO SEE MY ACCOUNT HAD A MEASLY 20$ IN IT AND MY FUNDS TO BE WITHDRAWN HAVE NOW BEEN VOIDED!!! AND MY INITAIL DEPOSIT REINSTATED....

there was no email or text saying why or what they had done so i got onto there chat and asked for a explanation or wether it had gone through and doesnt show in my bank yet or what was going on..

THEY ARE STICKING WITH THE MADE UP FACT THAT I BREACHED THERE TERMS AND CONDITIONS BY BETTING TOO MUCH WHEN A BONUS WAS ACTIVE!! i asked them for full copies of my history from my time at the casino and they say that i can access it through my account but when i check asll i can see is the last 7 days and of course they were sending my documents back for in excess of 7 days so i basically cant see anything from the past... i have screen shots on my phone of my wins and attempted withdraws so have emailed numerous times to send me that history so my lawyer can take legal action.. and all they say is i can access it on my own account over and over again and are for the last say 5 emails i have sent. have been ignoring me so how the hell can I PLEASE GET BACK AT THESE SCAMMING P**** AND GET MY MONEY THAT I LEGITIMATLY WON FAIR AND SQUARE????????

I AM 10000000000% CERTAIN THAT I DID NOT BREACH ANY TERMS AND CONDITIONS OF THERE CASINO WHAT SO EVER BUT BECAUSE MY DOCUMENTS WERE EVENTUALLY UPLOADED BY PC THEY COULDNT SAY THAT THEY WERE NOT CLEAR ANY MORE SO THIS IS THERE NEXT BEST EXCUSE!! A DEAD SET LIE!!!

Hello jessie,

Thank you very much for submitting a complaint and I'm really sorry to hear about your issue. Please allow me to ask you a few more question before we would move forward in the case.

Have you been verified in the casino before? Was this your first withdrawal request? What is the maximum bet you played with during your game play? Could you please share with us your betting history and communication between you and the casino and send it to nikolas.b@casino.guru?

It is really important to note that bonuses may have really strict rules like max bets, restricted games etc. In many cases the casino can void all winnings if the player breaches them. However, until we know more we can't assume which side is right in this case but we will do our best to help you out.

Looking forward to your answer.

Regards,

Nick

Hello jessie,

Sorry for the late response as I was out of office for a few days. I will now forward your complaint to my colleague Andrej who will be assisting you from now on.

Wish you best luck.

Regards,

Nick

Dear Jessie,

I’m sorry to hear about your negative experience. I’ll contact the casino and try my best to resolve the issue.

I would like to invite Pokie Mate Casino to join this thread.

Dear casino team,

Can you please clarify the situation? You can forward the relevant bet history as well as any other relevant evidence to andrej.p@casino.guru.

Yes I have asked them numerous times about my account and bets history but as I said they just say I can do it myself on my account which is try but only for a period of 7 days prior to the enquiry..

I have a fairly good friend whom happens to be a barrister in the high courts for civil cases. He recommends having you guys do all you can do and see how you go, but has also told me if I would like to fight it in the courts he has a few people overseas that are to barristers but for both civil and criminal matters and could be arranged to file a lawsuit.. he also recommended asking them for a percentage of the total sums in which I have attempted to withdraw paid out before action is taken.

I listened to him on that and have emailed the support team a few times but not to my suprise they have completely ignored my request and in return sent me BULK deposit promotions...

Dear Jessie,

Unfortunately, we have not received any response from the casino. Before considering alternative options, we would like to give the casino additional time to reply.

We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close this complaint as ‘unresolved’.

No worries can you maybe try sending screenshots to them of my complaints on here and see how that goes. It's like they think this is a big joke. When really it's life changing money.. my depression has tripled in severity so am pretty torn up by it.. I have a young family who were dependant on that money.. now nothing for no reason!!

I’m sorry to hear that Jessie. All relevant information about your complaint has already been sent to the casino team twice. Unfortunately, we still haven’t received a response.

Class action lawsuit

Dear Jessie,

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’.

Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case and we were left alone in our attempt to solve this issue.

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

I hope you will never come across a problem like this again.

The casino can reopen this complaint anytime.