Pokiez Casino - Player’s bonus winnings have been voided.

All my deposits were made from my credit card and now when I requested a withdrawal from my winnings I had to jump through hoops and the process took longer and longer just stringing me along. Finally when they agreed to pay me I get another email claiming some rule in the fine print voids my win...But I have won the grand prize on 3 different occassions in excess of $17000 AUD. If they take my bet then they should pay out. If as they say my bet should be less than a certain amount then their computer should not accept any bets over that amount. How can I negotiate with them? I don't think they are licensed in Australia.

Dear Yetta,

Thank you very much for submitting your complaint and forwarding all the relevant communication. I’m sorry to hear about the issue and understand your frustration. I carefully checked the Bonus Terms on the website, and this is what I found (here):

„13. Players are allowed to place single bets lower than 20% of the total value of the Active Bonus credited and should not exceed 8 EUR, 8 USD, 8 AUD, 8 CAD, 8 NZD, 80 SEK, 80 NOK (as applicable). Therefore, placing a bet of 8 EUR while there's an Active Bonus of 100 EUR in effect is considered acceptable practice. VIP players are allowed to place single bets lower than 30% of the total value of the Active Bonus credited and should not exceed 15 EUR, 15 USD, 15 AUD, 15 CAD, 15 NZD, 150 SEK, 150 NOK (as applicable). Please note that your VIP level is defined by the casino's own discretion."

Do I understand correctly that you are a VIP player?

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not a standard practice yet.

Please do not hesitate to forward your game history in Excel format along with any relevant communication to petronela.k@casino.guru if you feel that you’ve been accused mistakenly.

I hope we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

I have a problem getting my betting and winning history and Pokiez is not being very helpful.

Supposedly I can only get last 7 days history but I cannot even access that.

After all that I won a major jackpot on 6 January but there is no record of that. That happened after they informed me of limit gamble so my bet was small and within their parameters.

Also they "gave" me $2500 AUD as a replacement for my $17,000 AUD. I have tried to withdraw $2000 but they keep on bouncing it back into my active balance.

Thank you

Yetta

Thank you, Yetta, for the forwarded emails and for your reply. Do I understand correctly that you can't access the betting history? Was the amount of $2,000 approved but you're still experiencing difficulties withdrawing it?

Dear Petronela

My $2000 AUD finally hit my bank account.

Thank you very much, Yetta, for the update. Do I understand correctly that your problem has been resolved? Do I have your permission to close this complaint or there’s anything else we could help you with? Thank you in advance for your reply.

Hi there!

This problem is anything but solved.

Yes I received $2000AUD but where is the rest of my money.

I had won 3 separate grand jackpots - 26/11/2021 was voided because I exceeded the betting limit.

What is their excuse for the other two? No dates no transaction history.

Also after receiving the void email I won another grand jackpot about $7000 only betting $7.60.

That was either 5th or 6th January -cannot confirm no transaction history.

Please can you help me?

I see. Could you please confirm that you have VIP status in this casino to be able to bet up to $15 while completing bonus wagering? Please forward any supporting evidence (such as screenshots of your account where the VIP status would be visible) to petronela.k@casino.guru. Thank you.

Thank you, Yetta, for the forwarded screenshot. Now, could you please forward any supporting evidence showing your balance of $17,000+? Please understand that without supporting evidence we stand no chance to confront the casino.

I would gladly send proof but I have no access to my history. I never thought I needed to take screen shots for every win. I will from now on. How can I make them give me access to my history.

Also I am supposed to have access for the last seven days and I never had that. I won a grand jackpot on 6th January over $7000 but the record disappeared very quickly. I requested the seven days just two days later but no luck!

I beleive that "Pokiez' is NOT licensed to operate in Australia.

Yes I can access my account and "Pokiez" is very happy to accept my deposits.

I played the day after they sent the email negating my wins and I won a Grand jackpot worth $7500.(bet $7.50)

It showed as a win and then quickly disappeared. Where did this money go? At the very least they should honour this last win. They already stripped me of $17000.

Should I take it up with my new VIP manager?

Dear Yetta,

Please understand, that it is very difficult for me to proceed with this case without supporting evidence. I would like to help you, but it is impossible for me at this time and I will be forced to reject your complaint. Please, if you come across any kind of proof, do not hesitate to contact me and we can reopen this case anytime.

Please let me know if there is any additional information that I have overlooked. I wish I could be of more help. Thank you in advance for your reply and understanding.

Dear Yetta,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

I wish I could be of more help. I’m very sorry we couldn’t assist you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. I will now close this complaint. Thank you for your understanding.