The Pokies Casino - Player’s account with pending withdrawal has been restricted.

I had a with pending at $1700 and I still had around $700-800 on my account. Was playing this morning had a 10minute break from playing then tried to play again then suddenly my account was restricted permanently. Can’t find any links phone number/email to contact them about it. The website is- thepokies83.net

how can I get my money back or even my account up and running again?

Dear mavrickwatson,

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 were you a player of the casino and when exactly was your account blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games)
• Did you achieve your current balance with the help of bonuses? 

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

I haven’t had the account for long at all been playing it from Tuesday last week(only loaded up 100 that Tuesday no other deposits) until today maybe each day or so until today.

I jumped on at probably 9am today everything was normal and then tried to change game then my account was blocked. anytime between 10:30-11am.

I was mostly doing buy features example starlight, gates of Olympus etc.

I had one with withdrawal of $110 the week before and went in a few hours but the bigger withdrawal was taking longer.

innever did anything strange with any of my details for depositing and with drawling.

never did or got bonuses.

is there any chance I can get any money back? What about the withdrawal it was still there.

any way of contacting or reopening my account?

Thank you very much, mavrickwatson, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.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.  

Hello, mavrickwatson!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

mavrickwatson, could you, please, confirm this information? Is abovementioned e-mail yours?

I had made a new account because my first account got banned like my new one. I have no idea what a chargeback is from my bank? I did every normal deposited without a problem. Didn’t change cards I did nothing wrong? But I don’t understand why my new account got banned when I did everything normal I wasn’t doing anything different? Was I winning to much that week? All I was doing was buying into my features? Was I doing that too much to get a ban?

The Pokies Casino, could you, please, send me the proof that the player has done the chargeback on their previous account to my e-mail: pavel.k@casino.guru? Transaction logs, where player's nickname/e-mail is shown together with the chargeback would be enough.

Hi, we get an alert from our provider and the accounts are automatically closed.

The chargeback on the other account is one thing, that’s why that account was closed. Opening a new account, is also against the terms and conditions.

So there’s no proof of a "chargeback" on the first account.

Only reason I made a new account cause I never got a reason or even warning why my first account got banned. All I want is all my money from my new account and my vips points. I’ll even be happy to keep both accounts closed and never play on your website.

mavrickwatson, have you had any deposited active funds on your previous account?

No I have deposited on my previous account in so long. Can’t remember the last time I played on that account since it got banned. If your talking about my first account?

but only had a like 1-3 deposits I think with the new account cause I only had it for a week or two.

mavrickwatson, I could not understand what you meant, so I will rephrase the question: when your first account had been closed, have there been any deposits left?

No there wasn’t.

One more question: have you had any agreement with the casino about opening new account? Given that there had been no real funds at the moment of the closure of the first account, we do not have a reason to pursue the chargeback issue anymore. So, if there has not been any special agreement with the casino about opening the second account, I will be forced to reject your complaint. Opening the account while already having one closed is the serious breach of terms and is considered unfair in all casinos and by us.

Dear mavrickwatson,

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.

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.