Pokiez Casino - Player's dissatisfied with the customer service.

I have a problem twice with

golden Pokies

house of pokies

pokiez casino

they also sister companies and only person I have problems is Maggie G.

Everytime I win some big this Maggie G is employed to intimidate, frustrates, annoy, repeatedly ask for more information, constantly asking for more information- once you provide information takes a while to respond, and continues to use frustrating demands- money is returned to your account- frustration lids to end re using your withdrawals- they will make sure you don’t a free spin until the last dollar

this happened to me last year with $5000 December, $3000 April $3000 June

I found this practice is insane.

my account was verified before and it was updated-

The complain is with Pokiez.

I don’t know if this site is genuine or you part this group

Dear Abraham,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Moreover, the casino has the full right to request documents for additional verification, which is usually done when players request a withdrawal. Unfortunately, there is not much more we could do about this, I can only recommend that you fully cooperate with the casino and provide all the required documents as soon as possible.

Thank you in advance for your reply.

Best regards,

Kristina

Worst of time

thank you

they paid recently

it was a small amount

it doesn’t make any sense

your statement is a defensive one

Thank you for your opinion, Abraham. Do I understand correctly that you have received your winnings? Can we now close this complaint, or is there anything else we could help you with?

I did not receive any winnings

In your last message, you said that "they paid recently". Could you please clarify this? Do I understand correctly that A$3,000 (dispute value) is still being held in your casino account?

My argument was that

it’s the 3rd where my money was held for a week. Asking things- then when you provide and they deliberately ask other things continuously leading to extensive frustration

I end up spending that the winnings due to frustration - with my experience is that once you re spend that money- the machine will not let you win and free spin

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 really like to help, but it is impossible this time.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint. 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.