The player from Australia had requested a withdrawal of 500€ but encountered issues due to the casino's demand for photos of his digital card, which he could not provide. After sending his ID, his account was locked, resulting in a loss of access to his funds, and he felt unsupported by the casino. The Complaints Team had extended the communication timeline to allow the player to respond, but after receiving no replies, the complaint was rejected due to a lack of information for further investigation.
The Pokies Casino - Player’s account is locked after withdrawal request.
Amount: A$600
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.
3.7
The Pokies Casino has a Safety Index of 3.7, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 week ago
Public
Public
1 month ago
Requested a withdrawl of 500 still had credits now they requested pics of my card to prove things unsure why I use my digital card so the numbers always change and you can't send a photo of a digital card I asked them to give me a week or 2 as I can't tak photos on the phone and my laptop is home FIFO worker but I sent my id now my ACC locked lost my money and they won't help me
Public
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1 month ago
Dear Passyd,
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.
Since you mentioned using a digital card where the numbers change, did you communicate to the casino that you cannot provide a static image due to this? If so, how did they respond to that explanation?
After submitting your ID, did you receive any confirmation from the casino that it was received and reviewed?
Was there any communication from them explaining why your account was locked after submitting your ID?
Did they provide a reason or explanation for locking your account, and have you received any guidance on how to resolve the lockout?
Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.
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
Public
Public
1 month ago
Dear Passyd,
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
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4 weeks ago
Apologise I'm currently rural and only get phone service off base but its 4 hrs round trip to get it
I.
