The player from Australia had their account closed by ThePokies after winning $124k, citing multiple accounts, and their pending withdrawal of $9k was canceled as well. The Complaints Team found that the use of multiple accounts on the same device indicated a violation of the casino's policy. Consequently, the complaint was rejected, and the player was advised to use their own device to prevent similar issues in the future. The player was informed that contacting the licensing authority might yield a similar outcome.
The Pokies Casino - Player’s account has been closed after a big win.
Amount: A$124,000
The Pokies Casino
Safety Index:LowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
4.9
The Pokies Casino has a Safety Index of 4.9, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 months ago
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2 months ago
I have only 1 active account with ThePokies and have used it for nearly a year. I have been able to withdraw with no issue previously but after I won $124k my account was closed for having multiple accounts and they refused to pay. I already had a withdrawal pending for $9k before winning the large amount and this was cancelled also.
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2 months ago
Dear Ajbuska90,
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.
- Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
- Could you please advise if you have passed the KYC verification?
- Have you accumulated your winnings with or without an active 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,
Dominika
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2 months ago
Thanks Dominika,
please see my responses below.
- yes there are definitely multiple users in the same household…. We have also logged in from the same device…..
- I don’t believe that the casino has ever asked me to complete KYC… if they requested it I definitely would have.
- No I was not playing with any bonus while accumulating the winnings.
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2 months ago
Also here is my last withdrawal that they processed for me.
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2 months ago
Hello,
Just noticed that the 7 day timer is getting quite low. Wondering if there might be an update and if this will be closed if you guys don’t update it before the timer runs out?
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2 months ago
Thank you for your reply, Ajbuska90. I apologize, but we are not able to proceed with this complaint. The use of multiple accounts on the same device suggests the utilization of multiple accounts by a single individual and it would be impossible to prove that it's not just one person playing in both accounts. Please note that it is important to always use your own device to avoid similar situation in the future. If you disagree with us, you can always contact the licensing authority, but I don't think their opinion will be different.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
