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 I've withdrawn thousands from them multiple times previously without issues.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No VPN has been used but yes my partner also has an account with them but we have both withdrawn multiple times with no issues.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.