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

When I try login I get a message saying that my account has been permanently restricted. I've been a player of this casino for at least 2 or 3 years and have withdrawn $s many many times

Dear julesadee,

Thank you very much for submitting this complaint. I'm sorry to hear about your issue with The Pokies Casino.

Can you please provide more information about when you discovered that your account was blocked? Also, could you tell me the date of your last communication with customer support and what it was regarding? Have you received any explanation for the permanent ban from the website?

We are committed to helping you resolve this issue as quickly as possible. Thank you in advance for your response.

Best regards

Veronika

Hi Veronika

Thank you so much for your help. I noticed a couple of days ago when I went to login that it had been blocked. It was only either earlier that day or possibly the day prior that I spoke with chat and asked for a goodwill free bonus. I was credited with $20.

On the 29th November 2023 I applied and successfully received a $200 win in to my account and on the 2nd November's 2023 I won and received a $1000 win. I deposited money most days into this account and have no idea and got no warning that my account was going to be closed.

Thanks again for your help

Julie

I'm not 100% sure but i think I still had credits on my account when they closed it

I just managed to login n there was a reply but it told me nothing

Thank you very much, julesadee, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello julesadee,

I am so sorry to hear your account got blocked. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a The Pokies Casino representative to join this conversation and participate in resolving this complaint.

Dear The Pokies Casino,

Could you please state why the player's account got blocked? Could you please provide us with the evidence?

Thank you in advance for providing the information.

Thanks Stefan! Fingers crossed that they'll actually reply!

I have looked in to this and I can see the user was banned as they conducted a chargeback.

I don't even know what a charge back is....

Hello julesadee,

A chargeback is a charge that is returned to a payment card after a customer successfully disputes an item on their account statement or transactions report. A chargeback may occur on debit cards (and the underlying bank account) or on credit cards.

Are you aware that you have done a chargeback?

I am looking forward to your response.

No I have never ever done such a thing! Why would I? I've never done it previously so why would I start now. I definitely havent had any amounts added back to my bank account that's for sure. If they can advise me of what dates this supposedly occurred I'm happy to provide bank statements to support my claims

The account was banned in the 4th of December after receiving the chargeback advice from our payment provider.

The user had no funds in the account when it was closed.

The account will not be reopened.

Your loss...not mine! I'll ensure no one I know plays at that casino ever again. They have extremely bad customer service and are really rude. There are tons of better casinos out there. Bye

Hello julesadee,

Did you have any funds in your casino account before the closure of your account?

I am looking forward to your response.

Dear julesadee,

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.

I don't know if I had any money. I had a huge amount of VIP points though

Dear The Pokies Casino,

Do the VIP points have any monetary value?

I am looking forward to your response.

Kind regards,

Stefan

They certainly do and I believe I was over half way to a $600 no wagering bonus

The user did not have any redeemable points available, as they had already redeemed them.

The user is stating they had made progress towards the next loyalty tier, which would give them $600 if they made it.

There is nothing outstanding to this user.

So if I was half way to $600 bonus that means $300 right???

Hello julesadee,

Could you clarify why you set the disputed amount of A50$ in this complaint? I can see from your screenshot that you had 1.44$ in your account.

Thank you very much in advance for providing the information.

I originally thought I had $50

Hello julesadee,

In that case, it looks like you have no funds left in your casino account, and no progress in the VIP points bar so 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.

Kind regards,

Stefan