The Pokies Casino - Player’s account access blocked after withdrawal attempt.

I went to withdraw funds from my account and once that was done the browser shut and now i can’t log in to my account anymore. When i login with correct details, it tells me incorrect username or password, Haven’t had an email regarding this issue. Does anyone care to explain?

Dear MrFerris,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with The Pokies Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked? 
• Have you reached out to casino support and asked for an explanation?
• When was the last time you were in contact with casino support and what did you discuss?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Was your casino account verified?
• Did you achieve your current balance with the help of a bonus? 

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

Best regards,

Tomas

Hi Tomas

I had only been with this online casino for a little over a day however a lot of playing was made. x3 Deposits were made and the deposited amounts (x3) were played as per the rules.

The support live chat doesn’t appear anywhere on the webpage since this issue started and i cannot find details for there email support?

The games i played were slots only.

I had verified everything required when signing up.

After signing up i had received a small bonus of which definitely did not help for the current balance as id made a deposit right afterwards.

Thank you very much, MrFerris, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.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 MrFerris,

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?

Thank you 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.

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. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

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 could 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 can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Stefan, Casino.Guru

We’ve reopened this complaint at the request of The Pokies Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Hi MrFerris,

Our team have reviewed your case and we can confirm your account is neither excluded nor banned for suspicious activity. Upon checking the account is still active, you should be able to log in normally. If you are still facing any issues, could you kindly send us a screenshot of the error messages that you receive when trying to login please?

Thank you

Hello MrFerris,

Could you confirm the information provided by the casino? Are you able to access your casino account?

I'll be awaiting your reply.

Dear MrFerris,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.