Pokiez Casino - Player's winnings have been confiscated.

On the 12 of October i deposited $110 with no bonus into my account. I then when on to purchase multiple spins on the wheel of luck each spin purchased with cash funds costing $5 per spin which can only be purchased with cash balance or loyalty points. I received free chips and free spins turning my no deposit cash balance into a active balance with a wagering of

5. The "Free chips" is a bonus that comes with a wagering requirement of 50x.

6. The "Free spins" winnings come with a wagering requirement of 50x.

 I went on to play $40 of my active balance which was subtracted from my cash and purchase more wheel of luck spins bring my cash balance down to $4.30 i then played all my free spins in total I received around $300 in free chips and the rest in free spin winnings. 

I played all my free spins untill I was able to use my active balance and make bet amounts of my choice. Now this is where the casino becomes fraudulent. I remember playing cashmere for at lease 20minute before I won a grand jackpot of $7600 which at the time I took screen shot cause I was in awe that I had won a grand jackpot. With cashmere to get into the bonus feature of the game you normally have to play it a little while and the bonus are mini, minor, major and grand with amounts to be won governed by you bet amounts which in this situation I was betting $7.60 with a balance of $824.72.

I then went on over the next few days trying to withdraw while still playing. My wagering had been met and i was told that I needed to verify identification details which cancelled my withdrawals in total I had won around $20000.

Then one morning I woke up to find my account balance was gone just like that.

My withdrawals had been cancelled and my money was gone so I started investigating what the hell was going on. On the 12 of October when making my withdrawal request I ask one of the customer service rep how long do withdrawals take which I will attach the transcript.

I contacted customer service and then my VIP manager to find out why my money was gone from my account and a 500 deposit made without my request or concent to my bank account and this is what they replied,

Hi Anthony,

Thanks for your email.

The withdrawal you have initiated has been cancelled due to the breach of the Terms & Conditions.

"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, 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, 150 SEK, 150 NOK (as applicable). Please note that your VIP level is defined by the casino's own discretion."

Upon checking, on the 12th of October, you have received a free bonus of $50, therefore the maximum bet allowed should not exceed $15.

Our Audit team found bet/s of $15.20, $20, $22.80, $30.40, $38, $45, $45.60, $50, $53.20, $60.80, $68.40, $76, $100, $200, $1500 and $5000 while the bonus was active, which clearly breach our Bonus Terms & Conditions.

We reserve the right to void all the winnings per our T&Cs. However, we have made an exception in your case and we processed $500 back to your bank account.

In order to avoid any issue in the future, we kindly ask you to read our Terms and Conditions.

let us know if you still need anything else.

Best regards,

I have since requested explanation of this breech which was time stamped at

How did I receive a 50 free bonus?

Hi Anthony,

As confirmed with our Payments Team, it is the Free bonus you received in Wheel of Luck and the time stamp is 2024-10-12 07:09:30 (GMT).

This is define as free chips on the wheel which I payed cash balance for the spin and at this stage still had cash funds available on my active balance. the said breach for the 15 bet has been created by the casino so I would breech there terms which they can't change you bet on you and you recently can't win a grand jackpot of 7600 on cashmere with a bet of $15.00.

My VIP manager won't reply to any of my email now that I have unearthed them wanting full explanation and when trying to see speak to anyone from customer service they revert me back to my VIP manager which she won't reply. I will attach my game activity and screen shot. In the activity statement you will see what they have done as this isn't a software glitch, it a casino not honouring winnings while quickly trying to get out. I really do hope you can help as I see this is as corrupt as it gets and if it wasn't for me taking screen shots would not have any defence.

kind reguards Anthony Van Der H*****

Hello 0408385586ah,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Pokiez Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• Can you please forward your full deposit, bonus and betting history to nikolas.b@casino.guru?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

they have said and amended it to be on my statement. 

I will try my best to get the information and data you are requesting as I do have the important part of when this altering of my betting amounts and balances took place for it to then breech my bonus terms and conditions resulting in them not honouring my winnings, but in saying that any new request that I ask for over the last week are getting ignored by my VIP manager or reverted to my VIP manager from customer service which are being ignored.

As for my account being verified, well that's another thing I find out that since 2020 I have had an account with pokiez.net, spent over 10000 with them in the last year alone to find out my account was only verified on the 16th of October which I know I have previously verified my account in which I will just have to sort through my emails to find it but according to customer service it was verified on the 16th of October 2024 which I will attach the transcript regarding this. 

Apart from asking customer service about account verification being answered, many other request from me have been left in attended to along with my VIP account being removed which tell me they have done something wrong because why else would they do that. I will also attach a screen record of my communication back as fourth incase they don't forward to you just to give you a really account of my dealings with the casino because this isn't right. I will attach 

Hello 0408385586ah,

After reviewing your betting history alongside the casino’s terms and bonus conditions, we’ve concluded that, unfortunately, the casino had the right to confiscate your balance. The terms of the Wheel of Luck are clearly defined, indicating that balances from this feature are considered bonus funds. Your betting history also confirms that all winnings were accumulated with bonus balance, as your initial deposit had already been used.

When playing with bonus funds, it’s essential to follow the maximum bet rule (https://www.pokiez33.com/en/terms-and-conditions)

Since your bets consistently exceeded the maximum limit, often by a significant amount, this constituted a breach of the bonus conditions, giving the casino grounds to confiscate your balance.

I’m truly sorry that we’re unable to assist further in this particular matter.

Is there anything else we may help you with?

Best regards,

Nick

Yes there is the actual fact that the casino has changed my bet of $7.60 to $15 for this to be triggered.

How can I win a grand jackpot of $7600 if I was apparently betting $15 which I wasn't and if I was then I would have won 15000.

This is the information I am requesting. Surly you can see there is something untoward going on? This is your profession to find that I thought? Actions speak louder then words hence why I am persuing the matter because of the way they have handled the matter or haven't may I say. What is the law agents online casinos who are found to do this. There needs to be accountability here and what betting hystory are you going off because the betting hystory I have received for them has been modified to the data I have.

Hi how are you going with my complaint.

Dear 0408385586ah,

The issue is not limited to a single bet but pertains to your entire gaming history, where you repeatedly exceeded the betting limits, often by significant amounts.

If the betting history has been provided by the casino, it is likely accurate, as casinos would not alter hundreds of data entries for such purposes.

Unfortunately, given the clear evidence of multiple breaches of the casino’s bonus terms, we are unable to assist further in this case.

If there’s anything else we can assist you with, please let us know.

Best regards,

Nick