Pokie Place Casino - Player has not received his withdrawal.

Withdrawal was submitted 31/03/2022, was informed by Pokie Place that the payment had gone to processing on 13/04/2022. Whilst they have been communicating with me regularly, all the messages are the same. 'The payment is with processing'. It will be a month this week since the payment went for processing with their third party. I called today on their toll free number and spoke to a consultant who requested I email my last 30 days of bank statement to verify that it has not been received. I have sent this, but am growing anxious and would like your help!

Dear Matthew,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Additionally, would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru. 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Hi Kristina,

Thank you for your response.

Yes, passed all ID requirements, all documents were provided.

Ill forward you my last correspondence via email.

Thank you for your reply, Matthew. Could you please advise what is the current status of your withdrawal request? Is it marked as pending or processed in your account?

Hi Kristina,

Its marked as processed.

Thank you very much Matthew for your reply. I will now transfer your complaint to my colleague Tomas (tomas@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Matthew,

I will assist you with the complaint from now on. I would like to ask the representative of Pokie Place to join the discussion and provide an explanation of the situation regarding Matthew's withdrawal request.

Pokie Place, what is your point of view on the issue? When can Matthew expect the withdrawal to be processed?

We would like to ask Pokie Place 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 cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, and I sincerely hope you won’t come across a problem like this again.

The casino can reopen this complaint anytime.