HomeComplaintsThe Pokies Casino - Player's account is permanently restricted.

The Pokies Casino - Player's account is permanently restricted.

Amount: A$60

The Pokies Casino
Safety Index:Low
Submitted: 22 Sep 2023 | Case closed : 11 Oct 2023
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

1 year ago

The player from Australia had found his account permanently restricted and could not access his remaining balance of approximately $60. The casino had claimed the restriction was due to repeated chargebacks, which the player denied. The Complaints Team had asked the player about the KYC verification process and requested any relevant communication between the player and the casino. However, the player did not respond to these requests. As a result, we were unable to investigate further and had to reject the complaint.

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1 year ago

I can’t log into my account it’s saying my account has been restricted permanently

I have funds in my account about $60 I think

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1 year ago

Dear boosted32gtr,

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. Could you please advise if you passed the KYC verification before the casino blocked you? Have you accumulated your winnings with or without an active bonus?

Have you tried contacting the casino regarding this issue? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it 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,

Kristina

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1 year ago

They said they banned me for repeated chargebacks, which I had never done.. what’s a KYC verification?

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1 year ago

Thank you very much for your reply, boosted32gtr. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.


Please note that verification KYC (Know Your Customer/Client) is a very important and essential process, during which a casino verifies a player's identity to make sure that the money is sent to the rightful owner. In order to verify the player's identity, casinos request certain documents. Usually, casinos require at least one type of ID (ID, driver's license, passport) and one type of proof of address (utility bill, phone bill, etc.). However, some casinos can ask for other documents such as bank statements, proof of ownership of the payment method used to make a deposit, various selfies, etc.

Most casinos perform the verification at some point, sooner or later - some casinos don't let players make deposits before they submit documents, and other casinos let players withdraw the first or few smaller withdrawals without it, but most often casinos ask for documents before processing the first withdrawal. 


Have you provided any documents to verify your identity?

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1 year ago

Dear boosted32gtr,

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.

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1 year 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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