Pokiez Casino - Player is dissatisfied with the casino.

Don't bother joining. I registered and didn't receive their promised ND Bonus. Made my deposit and received $50 bonus credit and wagered the required $3000+ then finally settling with $900 to withdraw. First withdrawal request was knocked back with casino requesting more documents when all documents were already uploaded and approved. Then second withdrawal request knocked back saying I breached one of their bonus terms which is absolute crap. Plenty of other good pokies join so beware people!

Dear Bill,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Even though I understand your point of view, please understand, that each casino has a different bonus policy and rewarding system. A bonus is something like a gift from the casino that the casino can decide whether you are eligible for receiving them or not, and which rules are applied to them.

I have checked the general bonus terms and conditions, and I found a list of restricted games. I have to say, even if the list is quite long, if the casino shares all the relevant information on their website, there is not much we can do  

We would like to see casinos implementing systems that would prevent players from playing restricted games but, unfortunately, this is not standard practice yet. You were not stopped or blocked when you decided to play a restricted game, and, as a result, you breached the rule. 

Lastly, I would like to emphasize that casinos can require documents for additional verification, even if your account has already been verified. This isn’t anything unusual.

Sadly, there is not much I can do to support your case at this time. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed. Please do not hesitate to contact me if there is anything else, I could do for you in this matter, otherwise, I will be forced to reject your complaint. Thank you for your understanding. 

Best regards,  

Kristina

Look that's fine. I didn't have any expectations to begin with. The main thing is to let people know that pokiez.com is a trap. I didn't even play the bonuses until after I made my withdrawal request, but because it wasn't fully processed. As I said, absolute BS.

Also, if you're not allowed to use the bonus whilst you have your own money in play then why does the casino issue the bonus? That's absolutely ridiculous and outright entrapment in order for them to reject payouts. I went to other casino review websites also to express my annoyance and every other one has already blacklisted pokiez.com.

Bill, could you please provide more details about your question? Did you claim a bonus whilst having a pending withdrawal? So far I thought based on your attachments that the problem was the casino confiscated your winnings because you played a restricted game.

Yes. So there was this little pop up window titled free spins available on the lobby screen and pokies.com advised that my breach was due to using those bonus spins while I still had real money in play. That's the only way things would have progressed. And just FYI, pokiez.com was trading under an Android app called Gold Tomb which is how this whole thing began. However, it seems as though they have switched alias now after several negative Google app reviews.

No the game was definitely not restricted.

No the game was definitely not restricted.

I went again through your attachments, and I see no information about confiscating winnings because you claimed a free spin bonus. You were informed, that you breached the T&Cs by playing the "Queen and the Dragons" game while having an active bonus.

If there is any other communication between you and the casino, please forward it to me. My email address is kristina.s@casino.guru. 

Well that's what I thought they meant with the breach. However, if you're saying it is because I played a restricted game then that's even worse because I know 100% the game is not restricted.

I explained our point of view on playing restricted games in my initial message. The casino can decide which games players are allowed/prohibited to play with an active bonus. As long as all the relevant information is shared on the website (please, see the T&Cs https://www.pokiez.com/en/terms-and-conditions, General Bonus-related Terms, section Restricted Games), there is nothing we can do:

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.