The Pokies Casino - Player's account blocked after attempting a withdrawal.

Thepokies86.net will not pay my winnings and refuse to pay out the $10,000 I won after putting $100 in.

I played $100 last night on thepokies86.net and won $10,000 dollars. I cashed out $9,000 and left $1000 in the balance. I’ve woken up this morning and tried to access my account and they have permanently blocked my account. I have spoken to a representative at the site and they advised my account details was flagged for fraud??? The card I used is in MY name and MY husbands name. The site have accepted thousands of dollars from me and the one time I hit a win they refuse to pay me and have blocked my account. They have also refused to tell me the proper dispute process and just told me they can’t do anything and ended my chat. They are refusing to send me any transcripts of conversations, formal transcript of acccount closure and also account details and win details on the account they have closed. Please help.

Dear jasminetevaseu18,

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

I checked the conversation you uploaded and it seems the casino is aware of a chargeback conducted on an account you used for a deposit or a withdrawal.

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

• Are you aware of requesting a chargeback of your deposits in this or any other casino?
• Have you made any successful withdrawals from the casino in the past?

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

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Hi I am not aware of a chargeback. Can I request to know what day? I can speak to the bank to understand who they spoke to but I have not requested any chargeback and I have made multiple withdrawls in the past hence why the account closure and refusal to withdraw my winnings is shocking. I did report a fraudulent activity happen on my card a few months back in relation to a payment of $200 in relation to a payment made via payid to a local account in Australia and not a casino site and also not to the pokies.net site as I was aware these payments were payments I made towards website through the card I use to make my transactions. I’ve used account for years without any issues so this has surprised me and disappointed me.

Thank you very much, jasminetevaseu18, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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, jasminetevaseu18,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in the resolution of this complaint.

Dear The Pokies Casino team,

Could you please provide us with an explanation of the player's situation in more detail? Why has her account been blocked/closed and the winnings confiscated? What steps should the player take to unblock the account and/or gain access to the disputed winnings?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with any evidence or a reasonable explanation?

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.