Pokiez Casino - Player’s withdrawal has been delayed.

One payment confirmed and the other one wasn’t

please attached

Dear matonga,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

The $200

was part of $2700

why would the verification different

won $2900 4/2/2023

split the withdrawals respectively

$2700 was the first one

$200 was the second after 20 minutes

in 12 hours $200 confirmed for payment- payment received on the 10 day

$2700 not yet confirmed

it is bizarre what they are doing

I feel they want to frustrate you and end up reversing withdrawals

They never used to behave this this

Ok

was that $450 too less than a day to be processed and $2700 has not been touched since 5/02/2023

I still find it hard to understand

Thank you for your reply, matonga. Have you tried contacting the casino regarding this issue? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I send them several emails

I got frustrated today.

I have decided to split my withdrawals by reversing $2700

I did this because they were processing my small wins in less than 2 days

Initiated $200, $450 and it was confirmed in less than 2 days

I split my withdrawals $865x 3

And a $200. I hope this will work out.

i didn’t have to suffer because they always wanting customers to get frustrated and ended up reversing money.

I forwarded you some of the emails

their reply is the same for the last 2 weeks. They blame the payment

they always say they don’t have means of contacting them which is very bizarre

You don’t respond when I need help

Please note we currently have hundreds of active complaints from players who need help and even though we try our best, it is not possible for us to reply immediately to all messages. We have 7 days to respond and we always get back to each complaint as soon as possible. Please, bear with us. Thank you for your patience and understanding.

Since you've divided your withdrawals into new smaller ones, I would recommend that we give it a few more days. If these withdrawals are not processed within a week, we will intervene. Please, keep us updated in the meantime.

I this you need to intervene now

do you think this appropriate

this $2700 withdrawal initiated 4th of February 2023

how can this acceptable?

I lost faith in your professionalism

I don’t think you are doing anything at all.

if I look at your sight it looks you are same as team this group I’m complaining about

your emails are very defensive and have no sympathy with anything

I don't understand what you are talking about. I have not sent you any emails. This is an active complaint thread, not a 24/7 live chat support, and we always get back to each complaint as soon as possible. You should be well aware of that since you have submitted 8 complaints so far and this is your 4th complaint about this specific casino. Therefore, I would really appreciate it if you stopped assuming that we are the bad guys here. Thanks.

Since your withdrawal request was canceled again, I will now transfer your complaint to my colleague Veronika (Veronika.l@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.  

I understand that in real world- quality matters rather quantity

I expected effective communication and action and also address questions asked

it’s about professionalism

it’s not good that I’m being abused by a casino mangros and feel the same continuum from casino guru.

out of all the complaints that I made I can’t recall a definitive action with these casinos. My money has been on hold for almost a month the pokiez surely- I think they is a justification taking

cancellation of my withdrawals is evidence enough for you

Dear matonga,

I will be taking care of your complaint from now on. I've reviewed your case and fully understand your frustration about getting the payouts. Have you requested a new withdrawal request after the previous ones were canceled?

I’d also like to invite a representative of Pokiez Casino to join the conversation and aid in the resolution of this complaint.

below is the last email I send them today

it’s now over 24 hours with now communication from them

On 23 Feb 2023, at 13:59, Support <support@pokiez.com> wrote:

I don’t believe the context of this email. I don’t see the significance of. It exposes your silly and un educated tactics. I don’t see common sense- you were able to cancel my withdrawals without my permission and you are asking me request a withdrawal with at total amount. This is grossly irresponsible, unacceptable, professional. How do you sleep at night been asked to purposefully still from genuine customer who was lucky winning under Gods fever and now you want to steal by causing frustration, unnecessary delays. How long does it take you to process my withdrawals- less than 5 seconds. You don’t need to do anything- the computer can do a better job- the good job you did for pokiez is to illegally cancel my genuine win.

##- Please type your reply above this line -##

Bright E. (_) 

Feb 23, 2023, 3:59 AM UTC 

Hello Abraham,

Kindly note that your withdrawals were placed back to your casino account balance, therefore, we ask you to submit a new withdrawal request.

Kindly combine your withdrawals into as few requests as possible up to the allowed maximum amount per transaction.

We apologize for the inconvenience and should you have any questions, please do not hesitate to contact us.

Standard withdrawal processing time applies.

Best regards,

Payments Team

[W8M5OE-DW9QY]

Since they've canceled your withdrawal requests, I believe you have to ask for a new one, so that they could process it. I am not sure they can reverse the cancellation themselves.

Since they canceled my withdrawals yesterday

immediately followed their instructions and reprocessed another $2700

that’s Approximate 25 hours ago

the point argument is that - are they allowed to do that.

this issue started 2 February

$2700

had been not been processed for like more than 10 days

but they processed $200 and $450 in under 12 hours ignoring the big amount

This guys are clever but not any more. The aim is to frustrate consumers by making necessary delays until customers make the mistakes of betting on withdrawals reverse and lose

I was a victim of that many times

According to the Terms and Conditions of Pokie Casino:

4.23 Unless specified otherwise, the minimum withdrawal amount is $200. There is no limit for how much a player can withdraw, but there is a predetermined limit set in place to every transaction which should not exceed $5,000. Amounts up to a maximum of $10,000 will be processed every 10 business days.

4.27 Your withdrawal might be the subject of an internal audit at any given point. This is done in order to protect both the players as well as the Casino from fraudulent behavior. During the course of the audit which can take up to 7 business days for amounts equal to or exceeding $5,000, transaction records, gameplay and logs will be carefully vetted in relation to your withdrawal. Your withdrawal and all bonus funds can be rejected if you are found engaging in unlawful activities, collusion with other players or any other type of malicious behavior aimed at defrauding or cheating the Casino.

So technically, the processing of the withdrawals may take quite a long time, but it is in accordance with the casino's Terms and Conditions. I understand how frustrating that must be for the players, though.

5th of February until now $2700 is under sabotage - today is the 24 February

$200 and $450 was part of $2700

this was the only withdrawal under$5000

what is the rationale on this

Are they able to participate in this discussion?

Yes, they are able to participate in this discussion and explain the delay.

Bright E canceled my 3 withdrawals

was it necessary? Given I have complained about delays

what law did he use to justify that when my account was verified 3 weeks ago.

and I was under $5000 threshold

I'm with you on this, this is something the casino representative should be able to explain. And I know you've been patient more than enough, but please bear in mind that the new process of withdrawing $2700 could take several more days.

my bank is usually good

if it gets confirmed

I get in less than 12 hours

my argument is what they still checking for a month

if I had breached terms and conditions- I would have been contacted in less than 2 days.

my win was very genuine- no stress

it was a lucky win

initially it was a win $1800 January 2023 and it was delayed, I reversed it and played again- came up with close to $3400 in less than 20 minutes - I decided to get a $2700 withdrawal

they are frustrated because- it was $100 deposit

before that it was $40 deposit with no bonus in 10 minutes I hit $12000 on a $3 bet a year ago

they haven’t recovered from that.

they sabotaged my win again

You've been playing in this casino for quite some time. Have you received all your winnings so far (except for this last one, of course)? If so, there is a good chance the casino will pay you this time as well, although it takes a very long time and it puts you under a lot of pressure. I know it's hard and it makes you question the professionalism of the casino management, but let's be patient for a bit longer.

I know the withdrawals process takes a long time- why did they cancel my withdrawals- what was difficult in confirming my withdrawals

The email from Bright E is not inline with an terms and conditions- why do I constantly become victims of kind of abuse- will anyone punished for the glitches

Attached the reminder of withdrawal cancellation

which I had to wait for 6 days

as you know there agenda doesn’t show kindness

the customer service is very poor

they don’t have the chat option anymore

the need to shut the sight if they don’t have money

I'm glad to know the casino got in touch with you. Let's hope all goes well!

I thought they were going to join this conversation

to me that message meant nothing- that’s what they have saying since the 5 February

why does it have to be difficult to payout over due withdrawal

They have more than 6 days to join the conversation. The invitation has been sent.

I don’t see evidence of willingness to respect me as customer.

Do this Casino gets punished for gross negligence

Their delays on my money shows gross misleading and mis selling

They shouldn’t be allowed to advertise on any platform

Their terms and conditions are fake

The should pay all the money that stole from using terms and conditions mantra

Why I have to suffer due to this ill treatment

as human being you need to celebrate your winnings

I have nothing to celebrate because I was inconvenienced so many times

can you see on the attached print screen

Why am I still waiting for my payment

I haven’t received any response from you in a while

it doesn’t look like I’m going to get anything from the mob

the fact they are not understanding how important it is for me to receive my payment

my payment is nothing to do with internal audit

this process would have been done several weeks ago

why they not coming to the platform

Dear matonga,

I'm sorry you have to wait so long for your winnings. I can't force the casino to join the platform and reply to your complaint here. They have to be willing to communicate themselves. The casino representatives still have time to respond to this complaint and enter our discussion. I understand your frustration.

this doesn’t make any sense to me that everything is beyond their control

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

solved payment received

after a month battle

Dear matonga,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

I would also recommend you reconsider playing in this casino since you've had several complaints about their lengthy withdrawal policy and communication issues. If you are interested, here is a list of casinos that we consider best: https://casino.guru/top-online-casinos#tab=RECOMMENDED

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Veronika

Casino.Guru