The Pokies Casino - Player's account has been closed and withdrawal cancelled.

I requested a withdrawal of $9000 via crypto, payment was delayed, I checked on this multiple times for them to say no issue, wait 3 days. Check my account today for them to tell me that my withdrawal has been cancelled and my account closed.

Dear jaslynne92,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify the situation.

Have you made any successful withdrawals from this casino before?

Could you please specify if you passed the full KYC verification, or if you at least submitted any personal documents to the casino for verification after you requested a withdrawal?

Did you accumulate your winnings with or without an active bonus? If you played with a bonus, please send me a link or a screenshot of it.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hi,

No bonus was used to accumulate winnings. I've withdrawn thousands from them multiple times previously without issues. I'm kyc verified. They said that I have violated the rules as my withdrawal account is used in multiple accounts within the casino - this is not the case and I asked for them to prove this to me which they responded with, no you have violated our rules and we will no longer respond.

Have you used any VPN or IP-masking software to access the casino website?

Is there any chance that someone from your household or using the same IP address has also created an account at this casino? 

Hi,

No VPN has been used but yes my partner also has an account with them but we have both withdrawn multiple times with no issues. His account was not closed, only mine.

Does your partner live in the same household as you?

Do you use the same device to access your accounts?

Do you both play with bonuses?

Has your partner passed the full KYC verification?

Yes he lives in the same house as me.

Sometimes he uses my device even though I tell him not too.

We both use bonus's but not all the time.

Yes he has passed and also has withdrawn from them.. even after my account was closed he has withdrawn from them and still able to play with them.

Thank you for your reply. Could you please confirm whether you and your partner have been using separate payment methods for depositing and withdrawing funds?

Yes completely different methods. He only uses his bank account. I only use my own bank account or my own crypto wallet.

Thank you for your response. After reviewing the situation, we regret to inform you that, since both you and your partner use the same device to access your casino accounts, we are unable to proceed further with your case.

Please understand that while we aim to assist players from the same household, it is crucial that each player uses their own separate device for accessing their accounts. When multiple accounts are accessed from a single PC or mobile phone, it becomes challenging to verify who is playing, which may lead to issues with account management and verification.

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.