The Pokies Casino - Player awaits missing withdrawals.

Dear andersonttt,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with The Pokies Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Do I understand correctly that you received withdrawals from the casino before?

Could you please specify if you accumulated your winnings with or without an active bonus?

Has the casino confirmed that they sent the money to you?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Do I understand correctly that you received withdrawals from the casino before?

yes, I have received from them before and always to the same account.

Could you please specify if you accumulated your winnings with or without an active bonus?

they were normal winnings, not related to a bonus

Has the casino confirmed that they sent the money to you?

No, they have though after reviewing their transactions and and my bank statement identified 2 withdrawal requests which they also asked to confirm my banking details were correct for those specific two withdraws.

Thank you very much, andersonttt, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi Peter, I have actually narrowed down the exact date and transaction the original request has the incorrect dates

Hello there,

Thank you andersonttt for providing us with all the information. I hope we'll be able to resolve this issue together. You can share any additional information to my email. (peter.c@casino.guru)

I would now like to ask The Pokies Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

Hi Peter,

I first raised the issue around the middle of Feb 2024.

Summary

There are multiple payments over January & February

I keep a detail journal of withdrawal request & reconcile them against my bank statement.

I have identified 2 missing payments totalling approx $19,000.00 by simply adding the total request made minus total bank deposits received = Missing Amount.

I received a detailed transaction list from thepokiesnet so I could further reconcile.

The attachment provides this in detail

1. My withdraw requests
2. My bank statement
3. The Pokies.net processed records

I have pretty much completed their work for them but it has taken over 6 weeks.

I have provided them with all this information + screenshots.

The 2 missing amounts of $9000 each are highlighted in Red

1. 23/01 withdraw request which they apparently processed which I did not receive as shown on my statement.
2. 12/02 withdraw request which they apparently did not receive.

I have a finance background as you can tell.

Any questions please reach out

Attachment

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Gaming Curacao Authority (http://www.gaming-curacao.com/) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter

We’ve reopened this complaint at the request of The Pokies Casino. We have received the following message:

Hi, andersonttt,

We are currently investigating the internal circumstances and will provide you with additional information and next steps shortly. Thank you for your patience.

Thanks once again for the response and once again for looking at the incorrect dates.

i have attached the file / photo for your reference again. This is the 5th time you have gotten the dates wrong!

please refer to attached.

The easiest way to work this out is to look at my total withdraw request amounts vs total amounts you have sent. There maybe a difference in dates and matching to those exact transactions but the totals don’t match

Your site doesn’t have a log of withdrawal request.

Kyle was nice enough to send me your records of sent transactions. The dates to which a person withdraws vs the day that funds are received vary as your payments are inconsistent for what ever reason. It could be anywhere between 1 up 14 days. As a result the log I have attached to match your sent transactions is as close to approximate as can be due to the reasons above it could mean they don’t match 100%. With this said the easiest and simple method is to compare my total withdrawal amounts vs what I have received in my statement and there will be a total of 2 x $9000 totally 18k in unaccounted for. I await your response

Our agents connected you once again to try and get to the bottom of this situation and we are waiting for your response. Feel free to comment back here in case it's still not resolved later on.

I have replied 2 days ago waiting on your response

Replied on Monday 6th May, awaiting response..

5 days…still waiting for a response

8 days.. still awaiting response

A) Total withdraw requests

B) Total actual received (my bank)

C) Total processed requests (pokiesnet)

A B C should = the same amount(it does not)

B < A

C < A

Difference -18k

81 days since first enquiry….

Hi andersonttt,

Our support team have reached out to you directly on ticket#271479. After cross-checking & cross matching our record in withdrawals & the bank statement, there's no missing withdrawal, we've sent a file to you in the ticket, hopefully this should give you a clearer view.

& the same issue arises you have 25 transactions there were 27 withdrawals in total!

I have screen shots of all my withdrawals you are don’t have

12:01am 20th of January 8800

3:01pm 24th of January 8700

Hi andersonttt.

Our support team have Manage to identity both withdrawal in question that matches our record, there will be a slight difference in the time in our backend for:

For this $8,700 withdrawal, it looks like it has been cancelled by the user

For this $8,800 withdrawal, it matches with this withdrawal in our BO, it looks like this user have received it... Based on the bank statement provided, this user have received it on 24 Jan 2024. If you need more clarification, please escalate in the opened ticket so our support team can advise you further.

Thanks for the reply after reviewing your data I only have 2 questions left. 

Firstly I did not cancel the request on the 24th of January as I do have it recorded. and i contacted your company later on to query the missing payment this was than paid on the 13th of Feburary landing in my account on the 20th of February for the 24th January request as you can see there are no other 8700 requests in my list except for the 24th. 

The question I have is looking at the data you provided me focusing on the highlighted yellow cells. 

Out of all the other records they are the only ones out of sync with each other upon reviewing and comparing these records against the statement they dont actually match. 

Most withrawal request are either procesed theon or the following day and the sequence is out because in total from the 16th to 23rd of Jan there are 5 x 9000 payment requests and yours shows only 4. 

It comes down to the withdrawal made on the Sunday 21st January for $9000 as that should have than been processed by you on the 22nd but is missing completely and not showing on my statements. However you have done your reconcilation it is incorrect and jumbled around example reference A.

I look forward to your response. 



I have an solution rather than me trying to pinpoint the exact dates as they are all over the place and out of sync (which is not on my part).

There are my records of withdraw request, in total 27 (Attached)

Your records provided by you on the spreadsheet total is 25 (Also attached)

There is a difference of 2 records 

My total 238,400

Your total 220400

Difference -18000

Pretty straight forward

Can you please explain/provide reason?

Hi andersonttt,

Our support department have escalated your case to our backend. They are currently checking further on your missing withdrawal.The Support Team mentioned that they will reach out to you directly on your active ticket you have with us on: Ticket 262311 once they have an update.

Thanks

Thank you for the update. I would like to ask both parties to please keep us updated about any further developments. Thank you in advance!

Hi Peter,

Our support team are looking into this case, Will update the player once I have a feedback, can you remove previous response as that was the wrong ticket ID. I will update player again on here.

Thanks

Hi andersonttt,

Our support team have looked into the information you have sent us on here and also on your ticket ID: 309725- We have sent you a response back on the above ticket regarding your transactions. They have explained in full details regarding the discrepancies you claimed is missing.

Thank you

I have attached their reply

Doesn’t really provide reason/explanation does it?

It does show how ridiculous you guys look.

You have all my withdrawal records, I have all the screen shots of each one. Obviously there are 2 that have not yet been paid out.

This has been over 3 months now and you guys love going around in circles.

If you cannot provide the reasonable & logical explanation , I request you pay the difference which is owed.

"

Quiet all of a sudden…

I have found the reason, don’t understand the logic behind the dishonesty…Question now is

Will you in good faith pay what is owed?

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.

Thanks Peter, I’m going to assume here based off their reply or lack of it, that they won’t respond.

I have presented the facts & off the evidence that I have provided which proves my case that there score be dropped to the lowest rating / highest black points possible unless of course they resolve the issue by paying what is owed.

1/10

Dear andersonttt, with contradictory evidence from both sides, we are unable to come to a decision and as the casino has not responded to your inquiries, we will be forced to close this complaint as unresolved. I understand this isn't a satisfactory solution to your issue, however, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. I am sorry I could not be of more help on this occasion.

Best regards,

Peter