HomeComplaintsThe Pokies Casino - Player's account has been closed without payout.

The Pokies Casino - Player's account has been closed without payout.

Amount: A$560

The Pokies Casino
Safety Index:Low
Submitted: 26 Sep 2024 | Case closed : 11 Oct 2024
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

3 weeks ago

The player from Australia faced account closure at Thepokies.net due to allegations that his bank account details had been used for another account. Despite having completed hundreds of transactions, the casino permanently closed the account without processing a withdrawal of 560. The Complaints Team attempted to gather more information from the player to assist in resolving the issue but ultimately had to reject the complaint due to a lack of response.

Public
Public
1 month ago

Thepokies.net allege that my bank account details were used for another account in June 2023! I have made 100’s of transactions since then and suddenly last night they permanently closed my account without paying out 560 which I had withdrawn. They just keep saying the system did it! This is outrageous.

Public
Public
1 month ago

Dear Nothappy,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with The Pokies Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

  • Could you please advise how long you were a casino player and when exactly your account was blocked? 
  • Could you please explain if you used the same bank account for deposits during the time you were a player on this website?
  • What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
  • Did you achieve your current balance with the help of a bonus? 
  • Could you please send me your interaction with casino support related to the issue? My email is tomas@casino.guru

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,

Tomas


Public
Public
1 month ago

Dear Nothappy,

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.

Public
Public
3 weeks ago

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

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