The player from Australia had deposited $30 and won $600 at The Pokies Casino. After playing the wager to 100% and withdrawing $500, his account had been suspended without explanation. The player had stated that he had registered his account two weeks prior and had completed all necessary verification. The casino had claimed that the player had a previous account which had been closed due to disputed payments and chargebacks. The same bank details had been used for withdrawals in both accounts. Despite the player's denial of owning the previous account, the casino had provided evidence of the previous account. Consequently, we had rejected the complaint due to violation of the casino's terms and conditions related to multiple accounts and chargebacks.
The Pokies Casino - Player experiences account suspension after withdrawal.
Amount: A$500
The Pokies Casino
Safety Index:LowUnjustified complaint
REJECTED
Case summary
I deposited 30$ and won 600$ played the wager to 100%. Went and withdrew 500$ 3 hrs later my account was suspended for no reason. No customers support what so ever. Just want to get to the bottom of this as al up over put over 700 through and they always took my money and the fist time I withdraw I get suspended.. sus
Dear manawaykahn0,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully?
- Which games you’ve been playing (live casino games, slots, or sports betting)?
If there’s any relevant communication, please forward it to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
Registered two weeks ago and yes I completely verified my account I won the fund on cowboy gold pragmatic at approximately 10:30pm last night the 12/12/2023
Thank you, manawaykahn0, for the clarification.
- Did you receive any emails from the casino explaining the reason for your account being blocked, even if it was an automated message?
- Have you retained any confirmation of your account verification?
Thank you very much, manawaykahn0, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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.
Hello manawaykahn0,
I am so sorry to hear your account got blocked. I will contact the casino and try to resolve the issue as soon as possible.
Now I would like to invite a The Pokies Casino representative to join this conversation and participate in resolving this complaint.
Dear The Pokies Casino,
Could you please state why the player's account got blocked? Could you please provide us with the evidence?
Thank you in advance for providing the information.
Hi,
This user did sign up only 3 weeks ago, however, this user has had a previous account (zeke.trott15@outlook.com) which was closed as the account had payments disputed and chargebacks conducted.
Upon withdrawal the user was flagged as the account details they were attempting to withdrawal to was identical to the other account closed due to the chargebacks.
The user was sent an email explaining the above.
Dear The Pokies Casino,
Could you provide us with some evidence? You can send it to my email address stefan.m@casino.guru.
Thank you very much in advance for providing the information.
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,
We have already responded to this and provided the information required.
Dear The Pokies Casino,
We cannot investigate further without any evidence. Everything will stay confidential. You can send the evidence to my email address stefan.m@casino.guru.
Thank you very much in advance for providing the information.
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.
As you can see in the image below, you had another account you deposited in to and used, registered to someone else.
Dear The Pokies Casino,
Do I understand the situation correctly that the same withdrawal details were used as in a previous account, in which was the chargeback used?
I am looking forward to your response.
That was a friend email that helped me set up online pokies. He is in jail now. So I set um my own email. And I lost 500$ winnings because some helped me sign up.?
Hi,
That’s correct, the same bank information was used on the other account that conducted a chargeback.
So I loos 500$ because I’ve used another email to cash out with.. that a joke after the amount I’ve spent on that online site
Is there a way to resolve this so I get my winning..as I’m not happy what so ever
Hello manawaykahn0,
The problem is that these two accounts are on the same name with the same banking details. There was a chargeback on a previous account, which is considered fraud and is against the casino's terms and conditions.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
Kind regards,
Stefan
