HomeComplaintsThe Pokies Casino - Player’s account has been blocked.

The Pokies Casino - Player’s account has been blocked.

Amount: A$600

The Pokies Casino
Safety Index:Low
Submitted: 09 Aug 2022 | Case closed : 30 Aug 2022
Case closed Our verdict

Unjustified complaint

REJECTED

Case summary

2 years ago

The player from Australia had their account blocked without any further explanation. After a closer examination, we ended up rejecting this complaint as unjustified.

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2 years ago

97% to my next rank $600 wager free bonus ..

and my account gets "permanently restricted" without any explanation as to why

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2 years ago

Dear trentchumbley1995,

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 if you have completed the account verification successfully? Have you received any successful withdrawals from this casino in the past? Which games you’ve been playing (live games, slots, or multiplayer)?

Are there any funds being held by the casino?

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

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2 years ago

Yes I’ve verified successfully

yes I’ve withdrawn from the site probably 15 times

I play slots

no funds withheld. I don’t THINK

I was 97% threw my rank and my next bonus would have been $600 wager free

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2 years ago

Thank you, trentchumbley1995, for your reply. Please understand, that we can’t penalize the casino for taking away your privilege of receiving further bonuses. Casinos, in general, have a right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities or for no reason at all. 

Casinos are not obligated to reward their players with bonuses and bonus privileges can be limited or revoked at any time without further notice. I absolutely agree that it would be ideal to inform a player about new restrictions related to their account, unfortunately, it is not a standard practice.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

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2 years ago

Dear trentchumbley1995,

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.

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2 years ago

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding. 

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