PokiesWW Casino - Player’s large withdrawal was rejected and forfeited.

Hi there the online pokie site is called pokiesww but your search does not pick it up and i couldnt get my complaint thru so ill use one that is on your system just to get the complaint thru so in a nutshell I joined this site probably about three to four months ago never had a problem had collects of $2000 $4000 etc until I think it was April 8th 1 won $16,000 put the withdrawal through the normal channels and I noticed instead of saying complete feedback because you always knew your money was in your bank when it said that it said rejected feedback and then forfeited and then I get there text from live chat saying congratulations on your $16,000 win and I said I haven't seen it in my bank account yet and they said yes we've paid you dear anyway this went back and forth for a bit until they started ignoring me so you could imagine I'm getting quite frustrated at this stage and over the last two weeks they've answered a couple of times because I keep asking them where's my money and they keep replying we paid you dear and they know damn well they haven't and then they said it might be held up at the bank well if that's the case it's at your end but which bank holds up money for two weeks anyway I would love someone to look into this for me - other than live chat they're very hard to get hold of because with telegram it's muted and you can't send messages

Dear Grant51,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Pokiesww Casino.

We'll add it to our database as soon as possible.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Is your casino account accessible to you?
• How is the transaction recorded in your transaction history?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with or without an active bonus? 
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Hi Tomas thankyou very much for getting back to me i really appreciate it

1)Yes i can still access my account

2)The transaction is recorded as pay ID and they have a list of your transactions too which I screenshotted and you can see my deposit and then above that withdrawal 16,000 and it has like a timer clock as to when it should go into your account and that's when I noticed after the timer had finished instead of saying complete feedback because that's when you know the money is in your account it said rejected feedback and then the column above that stated forfeited - ive got all these screenshots i can send to ur email address i think it was cos i couldnt upload them for some unknown reason on ur system

3) I played slots games and I went through joker and played safari which i most of the time do cos i won $28000 just before last xmas on a different site

4)I achieved my win when i deposited $100 cash with a 10% bonus $10 on top which doesnt effect anything and nor have they even mentioned it when they actually reply which is very rare they say we payed u it came out of our account just outright lies so frustrating especially when as i said how much money i have tipped in - ill send a heap of screenshots to ur email address now cheers

Thank you very much, Grant51, for providing the necessary information. I will now transfer your complaint to my colleague Jakub (jakub.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello Grant51,

Unfortunately, we are unable to offer further assistance with this complaint as the casino has not responded to our queries and shows no willingness to cooperate with the resolution process.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Jakub