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

Hi i recently won $1,000 and put a withdrawal request now its saying my account is permanent restricted ?

Dear rachaelenalanga84,

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)? Were your winnings accumulated with or without an active bonus, please?

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

Hi. I've had my account for a couple years , all my verification is done and good as, I've been playing mainly the panda slots and won my winnings on a the razor shark and no i didn't have an active bonus at that time i won it yesterday

Thank you very much, rachaelenalanga84, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi rachaelenalanga84,

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.

Can you please provide any reasons why the player's account has been blocked?

Thank you.

Best regards,

Tomas

Yes i would like to know more information too thanks

No those aren't my accounts , that's my friends accounts she has been using my information without consent can you restricted all those account my only account is the one rachieenalanga0@hotmail.com

And if that was really the case why not restrict my account ages ago instead of letting me deposit my money then soon as i win a fair amount restrict it then, so im not going to receive my winnings?

Dear The Pokies Casino,

Can you please substantiate your decision with relevant evidence?

You can send it to my email address: tomas.k@casino.guru

Thank you in advance for providing the information.

Kind regards,

Tomas

we have already provided the information and the user makes admissions around the fact other people where using accounts etc.

We closed the account due to the stict AML policy our payment services providers have. Any casino would do the same thing.

Why didnt you restrict my account when the first ever deposit was made because i haven't spoken to karisha in half a year now , just money hungry letting me deposit my money and soon as i get a win you restricted my account i think i should be refunded my money !

that's not right at all when u see someone else depositing that's not the name of the user that created the profile you should've restricted the account then an there instead of taking money and soon as i win you keep the money just plain greedy

Dear rachaelenalanga84,

Unfortunately, after gathering all the necessary information, we reject this complaint as unjustified due to breaching the casino's terms and conditions - multiple accounts and the same payment method used. The fact you know the full names of other people who were using your accounts and your money is something you didn't mention before, and that raised the suspicion you have had to know about these activities. In addition, the email addresses registered in the casino are pretty much similar.

From our point of view, the casino acted correctly and within its terms and conditions.

Sorry that we couldn't help you with this one, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

If you are not satisfied with the complaint resolution, I recommend you consult the gambling authority that the casino is regulated by.

Thank you for using the Casino Guru complaint resolution centre.

Best regards,

Tomas