The Pokies Casino - Player believes that their withdrawal has been delayed.

I have been depositing and withdrawing from this casino for quite some time. Never had any issues until now, i have always used pay id until a few days ago it said pay id is unavailable so i did deposot using visa/mastercard from the same bank card and account that my pay id is which was sucessfull. I had a win and requested withdrawl of $1200 which it said was sucessful and would be within 24hours. I proceeded to deposit again to play and was sucessful also anyway next time i logged in to see what was going on as i hadnt recieved my $1200 yet it states my account has been restricted and says on withdrawl tab that i have $1.22 playthrough, i havent and did not accept any bonuses for any of those deposits i went on live chat and first was told payment would be within 24 hours next time went on live chat they told me maybe i had used a card that wasnt in my name but i didnt ive only used the same card which is in my name! I havent had a reply from them ive tried all day and my $1200 isnt in my bank and its not on my account either. Please help

Dear Beeski,

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

Hello thankyou for replying, my account is now saying i cant make deposits and my account is disabled their saying due to third party depsoits but i have only ever deposited or used a bank account that is only in my name. And now im getting no response from them? Please help....the only thing that was different was that payid deposit wasnt available so i did deposit with card but it was still the same bank account linked to my pay id anyway so i dont know why their saying third party depsoit because it wasnt! And ive still not recieved the $1200 i won.

Thank you very much for your reply, Beeski. 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.

Sure thing i will email it now thankyou

Thank you very much, Beeski, for your cooperation. I will now transfer your complaint to my colleague Adam (adam.m@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.  

Hello Beeski,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite The Pokies Casino to join the conversation and participate in the resolution of this complaint.

Dear the Pokies Casino,

Can you please provide further information regarding the reason for disabling the player's account?

Kind regards,

Adam

They sent me this email however i have never bought anything crypto in my life ever. I only ever used that email to deposit using pay id to thepokies.net then that became unavailable so i deposited using card which is exacrly same bank account and it is in my name so i dont understand why they took my winnings and disabled my account.

What happens if they dont respond ?

Hello Beeski,

If there is no response after one week we will attempt to contact the casino again. If there is still no response after a further 7 days, the complaint will be closed against the casino and have a negative effect on their rating.

Kind regards,

Adam

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.

Hi,

The user, missb8448@gmail.com, has been depositing in to 5 accounts, which have all been closed, however, the reason for the account closure and withdrawal termination was because the user conducted a chargeback on one of the other accounts the user has deposited in to.

We of course don’t allow multiple accounts, deposits in to accounts that aren’t registered to the card or bank account holder and we also don’t process withdrawals to people who have conducted fraudulent disputes with their banks for payments made to the casino.

Thanks

Hello The Pokies Casino,

Can you please send supporting evidence of the above to my email, adam.m@casino.guru?

Kind regards,

Adam

I only have one account which is missb8448@gmail.com , and what is a chargeback? I dont even know what that means. I havent made any disputes with my bank because i have no reason to and i have obly ever deposited with my bank card which i am the account holder of!

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.

Its been extended a few times now. They wont be able to produce supporting evidence as there any to support what they are alledging. Im disappointed as myself and alot of people i know play this casino quite often, unfortunately i will be telling all that play this casino to no longer proceed as they will alledge any reason they can to not pay out.

See below screenshot showing the multiple accounts this user had been depositing in to.

Those 4 people are my friends and it was a deposit to their account their accounts arent in my name so that information is wrong. I only have the 1 account missb8448@gmail.com those names that i depsited to simply only had cash on them and asked if i could deposit to their account i dont have access nor do i or have ever used their accounts their account names are their own they arent in my name

Hello Beeski,

Do I understand correctly that you have made deposits to all of the aforementioned accounts using a payment method in your name?

Please clarify this.

Kind regards,

Adam

Dear Beeski,

Please respond and address my previous question. I will extend the timer for 7 days, if there is still no response from you we will have no choice but to reject this complaint.

Kind regards,

Adam

Those accounts arent duplicate accounts they arent in my name they are my friends that have only had cash on them and asked if i could deposit onto their accounts whilst giving me the amount in cash as they had no money on their cards at that time???. Their accounts are their accounts i have no acess to their accounts they provided me with their payid email and thats all i did!

This casino is saying those accounts are duplicate but i have no access to them they are my friends accounts i only have the one account as always only have

Hello Beeski,

While I appreciate that these other accounts may not belong to you, it is unfortunately a direct breach of the terms and conditions of the casino (and in fact most casinos) to fund an account that is not your own. Each account must only use payment methods belonging to the owner of that account. Sometimes, casinos may make exceptions, for example for the use of a bank account with joint ownership, but this must be communicated and agreed upon with the casino before any transactions take place.

Can I please ask you to clarify when these deposits have been made? Were they all on the same day?

Kind regards,

Adam

Dear Beeski,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Those deposits were made on different days all i did was simply pay id from my bank to the email address they provided so they could play their accounts i dont and have never acxessed any of those accounts as i had my own!

Hello Beeski,

Unfortunately, as you have used your payment method to fund multiple other accounts, you have directly breached the terms and conditions of the casino as mentioned. While I understand that this may have been a genuine mistake, I am afraid we are unable to assist any further with this case and the complaint will be rejected.

I am sorry I could not be of more help on this occasion.

Kind regards,

Adam