The player from Australia had deposited between $700-$800 and won $4,000, but her account was suddenly locked without any explanation. The casino had claimed her withdrawal was being processed, but she had not received her winnings yet. The player confirmed her account had already been verified and she had made successful withdrawals in the past. Despite numerous attempts to contact the casino, she received no response. The casino later joined the conversation, stating that her account was closed due to a chargeback from her bank. However, the casino failed to provide evidence to support this claim. The player denied initiating a chargeback and insisted she had received no refunds. The complaint was closed as unresolved due to a lack of evidence from the casino. The player was advised to file a complaint with the gaming authority the casino was regulated by.
The Pokies Casino - Player’s account and winnings have been blocked.
Black points: 2616
Amount: A$4,000
The Pokies Casino
Safety Index:LowInsufficient evidence from casino
UNRESOLVED
Case summary
Deposited the same day $700-$800 had no bonus offers because I had played them and then one $4000 tried to cash out and I didn’t allow me then right towards the end of my balance 1,500 and then my account started freezing And then all of a sudden I was locked out. I can log back in and it came up as saying your account has been permanently locked. I got no email no reason why I’ve done nothing wrong. They didn’t prior to this it said that my money was being put into my account as a withdrawal but it has not been and usually by three hours it is done I want to know why they haven’t done this wire they haven’t contacted me and why they haven’t given me my $4000 that I won and then close my account. This is very wrong and not right. This is Theft
Hello Lizliz86,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with The Pokies Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? Was this your first ever withdrawal request from the casino? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
yes account verified 2022. I did nothing except prior to this ask for bonus which didnt get deposited and won and the game frooze when i withdrawec 4,000$ then went to 1,500$ then refreshed page and said withdrawal processong 4,000$ then $1,500 and then said your account has been terminated permanently. And not first withdrawal have withdrawn several times got no reply from support emailed them and nothing they stole my winnings for nothing
Hello Lizliz86,
As you claim that the casino said that your account is now blocked, could you please forward any communication related to this case to nikolas.b@casino.guru?
Hello Lizliz86,
Do I understand it correctly that you did not even contact the casino to find out why did they block your account?
Please keep in mind that we are a 3rd party resolution center and the first step should be always contacting the casino to find out what happen. Try to contact them as soon as possible and let us know how did they explain the situation.
Dear Lizliz86,
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.
The complaint was reopened based on the player's request.
Hello Lizliz86,
Can you please advise if there's been any update in your case since your last post?
I stopped responding cause nothing been done and I can’t open my account back up
Thank you Lizliz86 for all the information provided so far. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Hi Lizliz86,
I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.
I'd like to ask The Pokies Casino to join this conversation and share more information regarding the case.
Could you kindly explain the reason for blocking the player's account and withholding their winnings?
Thank you.
Best regards,
Tomas
Casino.Guru
The users account was closed as they conducted a chargeback with their bank. This was closed on the 2nd of August 2023.
Thank you for the information, The Pokies Casino.
However, to support your decision, we need you to provide us with evidence that shows the chargeback was made on the 2nd of August 2023.
Please forward the data to my email address: tomas.k@casino.guru
I appreciate your cooperation.
No charger back was received and had nothing to do with my winnings and then taken my winnings off 4,000$ and I did not do chargeback and bank might have but I got no refunds at all and they closed account when I won 4,000$ didn’t tell me anything and bank did not refund me as they were Payid made to account and you can’t ask bank to chargeback them and if bank tried to do this nothing was refunded and no way is it ok to take someone winnings and lock them out and ignore them that’s theft
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.
Why can’t you continue to contact them or tell me where best to go from here as clearly it’s not right them taking my winnings
Dear Lizliz86,
Unfortunately, the casino failed to provide us with the requested evidence. Therefore, we cannot continue resolving this complaint, and we are forced to close the case as ‘unresolved’, which will influence the casino’s rating in a negative way.
There is one more possible way how you can try to get your winnings back - to file a complaint with the gaming authority the casino is regulated by - Gaming Curacao. It is possible to file a complaint via the official website (http://www.gaming-curacao.com/) and use a "Contact" button or by sending your complaint to info@gaming-curacao.com. Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if needed. However, please note the casino's license is unverifiable, which means that the casino may operate without any valid gaming license and in that case, the regulator will not help you with the issue.
If there is any progress with your issue or you need help, please let me know at tomas.k@casino.guru. I sincerely hope you will not come across a problem like this again.
The casino can reopen this complaint anytime.
Kind regards,
Tomas
Casino.Guru
