The Pokies Casino - Player's account was blocked.

I actually really like this casino, Am so impressed with the quick pay out withdrawal (small one)I've experienced a couple of times, since my registration a few wks back. up until last week, I was able to login and play all my favourite games, after i spent so much, I decided to made 2 small withdrawal, about $300 & $250.

about 3 days ago when I tried to login in to my casino account this is what I get,

Am confused...it's happened out of the Blue, no email or message or anything to tell me why...went to they Facebook and send them a messenger. Never any reply. I just want them to be fair...I will leave the pokiesnet alone, but can I please have those 2 small withdrawal I made.

I hope you guys can help me.

Thank you in advance, appreciate it.

Regards,

Dear kmaytimu,

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 better understand the situation.

Could you please confirm that you have passed the KYC verification? Have you accumulated your winnings with or without an active bonus? Which games did you play in the casino? (slots, live games, multiplayer)

Thank you very much in advance for your reply.

Best regards,

Tomas

I haven't done kyc @ the pokiesnet as I don't think I need to/they never requested, as the last 2 withdrawal I made last (the one I haven't receive) was not my first withdrawal in pokiesnet. Am pretty sure that I was not received any bonus to accumulate with my last deposit. And I only played pokies @ the pokiesnet such as (starburst, Neon Stax, etc)

I really hope you can help me with my dilemma. Thank you in advance Thomas, I really appreciate your time & help.

Regards,

Kristina

Sorry for not being able to reply sooner, kmaytimu.

Thank you very much, for providing the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi kmaytimu,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

 

I'd like to ask The Pokies Casino to join this conversation and share more information regarding the case. Can you please provide any reasons why the player's account has been blocked?

Thank you.

Best regards,

Tomas

This user requested to close their account permanently on the 24th of February 2023.

All withdrawals had been processed and sent, the last withdrawal being $1,700 on the 24th of Feb.

Thank you, The Pokies Casino, for providing the information.

Dear kmaytimu,

Could you please confirm that you have indeed requested the closure of your account? Have you received the funds as the casino states above?

Kind regards,

Tomas

Hi Tomas,

Apologize for my late reply,

and was that the pokies response "This user requested to close their account permanently on the 24th of February 2023"?

how could i requested to close my acc a while in my bank account transactions showed that i was still made a totals of 7 payid deposit in to my casino account on the day 24/02.2023. OMG

i also try to attached a copy of my last pay id deposit transactions to my casino acc. hope that can be a help....and you got the right attachment as am not really sure how to do it🙂

wow...Thats Arm Robery.... totaly not right, such a lie & so unprofessional, as I never requested to close my account!

and those withdrawals they mentioned, i believe the amount mentioned ($1700)

are all combinations of the small withdrawals i made in past plus/including the 2 last current small withdrawals i made, and i still waiting for. haven't got it yet.

so...NO...I didn't receive any fund of my current withdrawals yet.

Thank You so very very much for all the help Tomas, I really appreciated,

please .... Hope you dont mind to help me get my withdrawals, if there anything more you need, please dont hesitates to let me know.

and looking forward to hear from you soon.

Cheers,

Regards,

kristina M***

🥴 That's not my name or my account number 🥴 my name is Kristina M***, and yes the casino have been withheld my withdrawal this whole time as I haven't receive my last 2 withdrawal I been mentioned in this complaint.

As I said I've done nothing wrong for the casino to blocked me, no email or nothing from the casino to inform me about I been blocked, they leave me in the dark, confused... that's bad enough...but withheld my 2 last withdrawal over nothing...that's not fair 🥴 as I said I will b willingly take my self off the pokiesnet, but ...please just be fair, I want my last 2 withdrawal, they withheld.

Thank you.

Regards

Kristina M***

Thanks Kristina,

Please see our response above. This is straight from our system.

We will not continue to discuss this, we have provided all the information and have sent the funds to the account details on the withdrawal form, as stated above.

Hi Tomas,

Can you see what happened here? I think the pokiesnet net mistaken me for someone else. And that's make it even worse and proved...for they unfair treatment, this is so unfair.

Appreciate it if you can give a say for this please?

Thanks in advanced

Regards

Kristina M***

1. screenshot of the chat where she asked for her account to be closed.
2. screenshot of the backoffice showing the account name she KYC’d with and the account name of the last person to deposit in to her account (this is the same person the withdrawal went to)
3. customer support notes showing the closure request.

PS. I never had any chat with anyone in your casino as the support is bot chat.

the screenshot was taken from the chat system. We do have live agents, you answered all the questions and requested the account closure, as per the screenshot.

This will be the last time we respond to this matter, we have provided all screenshots to refute your claim.

Your chat support It's a chatbot ... pokiesnet.

And I can't believe and never come across so unprofessional online casino like you pokiesnet. You not just breach the online casino laws with the way you treated your customers or clients, honestly I hope you'll get arrested @ wherever you are, coz karma will get you,

When it's happened just remember people like me on the side of world... having the biggest party to celebrate it... LoL...so low & unprofessional

Dear kmaytimu,

The casino has provided evidence supporting its decision. Unfortunately, after gathering all the necessary information, we are rejecting this complaint as unjustified. Responsible gambling policy is taken really seriously and we agree with the casino's approach in this case. In addition, the casino has the right to close the player's account at any time, without any reason.

Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by.

Best regards,

Tomas