An Australian player had issues with the withdrawal process at a casino. Despite having submitted all required identification, they were told their email address was not registered, leading to a refusal of payment for their winnings amounting to 60,000. After reviewing the case, we concluded that since the player had played and lost their winnings, we could not ask the casino to refund the lost winnings. Therefore, the complaint was rejected.
PokieSpins Casino - Player's winnings payout stalled due to email issue.
Amount: A$60,000
PokieSpins Casino
Safety Index:LowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
4.0
PokieSpins Casino has a Safety Index of 4, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Other
REJECTED
Case summary
7 months ago
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7 months ago
This is the email that is registered to my name my google account t and they are saying my email address is not registered so they are not payng me out I did sand them in my id all my id everything and k ow they refuse to pay me out pmease some can email me.back or call me on 047*** and its 60000k i am talking about thanx
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7 months ago
Dear idemof9makajmotukaj,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please clarify if you currently have access to your casino account?7
- If not, do you have any proof that you created an account at this casino such as email confirmation?
- Did you accumulate your winnings with or without an active bonus?
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
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7 months ago
Thank you very much for your reply, idemof9makajmotukaj. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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7 months ago
Look I have spand that 60k anyway I have money for me this is not a problem but if they don't won't to recognise me I am going to get all my deposits back I deposited u know what to be honest I had there like 12 friends playing and I was the ably1 deposit with my card they have wife and kids so they give me cash and I deposit and if u don't k ow me I don't exist so I am reporting all my transactions on your app and your app is in the brink off shuting down all good I lost 60k u will loose 60M hahahahahah I am.the winenererrrrrrrrrrrr
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7 months ago
I am sorry to hear that. Sadly, since you have played/lost your winnings, I’m afraid, there is not much we can do for you. The player is the only one responsible for their account, active balance, and all the bets taking place. I understand that this would have never happened if you could withdraw on the first attempt but at this point, we cannot ask the casino to refund your lost winnings. We would like to help, but it is impossible this time.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
