PokieSpins Casino - Player’s struggling to complete KYC.

Hi i have been playing at this casino for roughly a year now with no dramas on getting my withdrawal processed but now i have won big money its becoming impossible to get i got my first $5000 withdrawal then went to withdrawal again and was told to send myself holding my documents to them so i did this then they asked for my documents to be notarized so i went and paid for this to be done and sent them through and i jump on live chat everyday and they tell me either to send my notarized documents? Or they say give them more time its been over 2 weeks since my last withdrawal i deposited $1000 raw no bonus no wagering or any of that stuff i havnt breached and terms and conditions as ive played at many casinos over the years to know i have screenshots and emails to provide you if needed its very frustrating and stressful if you could help me out with this matter would be much appreciated cheers

Dear Broncos36,

Thank you for submitting your complaint. I’m very sorry to hear about your problem. Please understand that the verification process is a complex one. The casino wants to make sure, that they send the winnings to the rightful owner, and several steps are required to complete this thorough process. It is nothing unusual if it takes 7-10 working days.

I know it takes a lot of time, but I would suggest you to wait a few more days (let’s say 7 days) and if the casino fails to verify your account or process the withdrawal request, we will try our best to help you.

Best regards,

Kristina

Hi yes i have been very patient with this casino as they keep giving me the run around everything was fine with withdrawals until i won $58,000 with cash no bonus no wagering never breached any terms and conditions and went and paid for notarized documents to be done aswell just feel sick with it all.

Hi just a update my notarized documents have been verified and my account is now validated now waiting for withdrawal process as it takes 48 hours from time my account has been approved.

broncos36, it seems that it is on a good way. We will keep this complant opened until you successfully receive your withdrawal. Please keep me updated.

Hi waiting until monday or Tuesday for my withdrawal because payments team doesn't work on weekends i will keep you updated cheers

Hi i am still waiting for my withdrawal everyday i get onto live chat and they tell me it is in the 2nd and final stage ? I have been waiting for a long time now they told me in some cases it can take up to 48 business hours which it has been longer than this? I have chat screenshots for everyday since i requested the withdrawal if you need them. Cheers

Please keep in mind, that this delay might be caused by the fact, that some banks don't process transaction during weekends and an international transaction might take some time. Please be patient and let's wait for a few more days.

If you don't receive your withdrawal, we will try to get in touch with the casino to find out what is going on.

Hi nothing still same old response

Hi still the same old response as of 16th august until now they say it is in second and final step of processing 😤 and now they wont respond to my emails. Just makes me sick how casino's can just stall or not pay at all as i have won $56,000 which is a life changer for me and played by there rules even though they break there own rules!!!! It says in there own terms and conditions it can take up to 7 business days in some cases. ITS BEEN 11 BUSINESS DAYS FOR ME

Hi just a update i got a email from them saying they need source of income bank statements and my payslips i have done what they are after and sent them through i will keep you updated. Cheers

broncos36, thank you very much for keeping me updated. Is there anything new, please? Have those last documents been approved? Have you received any other response from the casino?

Hi no not since the last update when they asked me to send source of income which i sent them immediately.

My last withdrawal was on 27th july and it has taken this long? This is so pathetic never had this trouble at any casino

Hi just got a email from them saying i have to upload them myself. You can also send your documents via there email which is what they tell you to do but the issue is that the documents section on my pokie spins account is full because they havnt removed the old documents and so i cant upload anything new and they know this and now asking for my passport which i dont have one. This place is a total scam i cant believe it

Hi im sorry im so pissed off with this rogue casino i will just put a list togetherof what they have asked of me.

1 documents

2 myself holding documents

3 to get documents notarized ( PAID FOR)

4 source of income documents

5 latest email from them saying they want me to upload source of income documents myself knowing i cant because the documents section is full and i cant remove them and also asking for passport which i dont have one. OMG IVE NEVER MET A CASINO IN MY LIFE LIKE THIS UNPROFESSIONAL OUTFIT.

Thank you very much broncos36 for your reply. We agree that asking for a passport from a person who doesn't have one isn't okay. I will now transfer your complaint to my colleague Zuzana 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,

I am very sorry to hear about your issue. I will do my best to help you.

I would like to invite PokieSpins Casino to join this conversation and give us an explanation of why the player's withdrawal has been delayed. Thank you very much in advance for your reply.

We would like to ask the PokieSpins 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’.

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’.

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

I hope you won't come across a problem like this again.