Pokies Parlour Casino - Player’s withdrawal has been delayed.

I originally was using an ANZ VISA card and found through trial and error that they don't do withdrawals with ANZ ...

Couldn't withdraw my winnings and in the end lost it all, naturally ...

They sent me an email listing the banks that they do withdrawals with and NAB VISA was accepted ...

I closed my ANZ VISA and opened a NAB VISA

Used my NAB VISA and won some monies ... Went to do a withdrawal ... And their system was having "issues" ... So couldn't withdraw ... 4 days went by ... I gave up and lost all winnings, yet again, naturally ....

Sent them a complaint and said I was done with dealing with them ... Get an email back within 2 days saying their "system issue" had been fixed and I could now use it ... Funny the monies were lost by then ...

So in I go on the 15th of this month (Sept) ... Using my new NAB VISA card which they say you can withdraw from and there system issue is now fixed ...

I pop in $100 and play a bit ... I win $100 extra and decide to try the withdrawal once again ...

It's accepted and I am elated ... Finally all works ...

3 days later, still no monies in my account ... So I send an email chasing it ... I'm then told they sent me an email (I never received it) asking for verification ...

Anyway, I send ... Copies of my NAB VISA card, 2 utility bills and birth certificate ... Thinking all is good ...

Not a chance ... They now want a copy of the old ANZ VISA card which the last payment hadn't come from and which hadn't been used at all since August when I closed the account and opened my NAB VISA account ...

The old card has been cut up and account closed ...

So have I got my withdrawal even after changing bank accounts to what was advised by them ... NO

Do I have any legal rights ???

Dear Daisy,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I can only imagine how frustrating it might be for you, but please understand, it is a common procedure for casinos to check every detail to make sure they are sending the money to the right person. Do I understand correctly, that providing details about your old card is the only thing holding you back from receiving your winnings?

Additionally, please forward any relevant communication between you and the casino to kristina.s@casino.guru.

I hope we will be able to help you as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Hi Kristina,

I've emailed you a copy of their last email advising that they need only the old ANZ VISA card, before they'll process my withdrawal

Daisy, thank you very much for your reply. Have you informed the casino, that you didn't have the card anymore? Isn't there any other way to prove your deposits with the old card? For example, you maybe have the old bank statement saved.

That's what I don't understand, my last payment was with the NAB VISA card ... So I assume that's where the withdrawal should go to ...

No they want a copy of the old card, specifically showing all 4 corners of it ...

Hi Kristina,

I can't believe it, I've just received an email saying they will give me my withdrawal ..

Now all I have to do is wait and see how long it takes ... Fingers crossed it'll come through this year ...

Amazing news! I will keep this complaint opened until you receive your withdrawal. Please, bear in mind, it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. If you don't receive your withdrawal within 14 days, we will try to get in touch with the casino to find out what is going on.

Please, let me know if there is anything new, or you successfully receive your withdrawal.

Hi Kristina,

I will definitely let you know within 14 days 😊

Hi Kristina,

I've received my withdrawal $100

I won't be using Pokies Parlour again

Daisy, that's nice to hear. Thank you very much for letting me know. Do I have your permission to close this complaint now?

Yes, thankyou kindly for your support ... Warm regards,

Daisy

As the issue has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.