The Pokies Casino - Player's deposit not credited.

I deposited 200 aud on 11/01/24 via instant pay id/osko transfer and they still havent credited my account nor have they refunded the money

Dear michaeljay0201,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process that takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted. 

If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.

• Could you please advise if it was your first deposit in this casino?
• Have you contacted your bank already? Ideally, they should be part of the investigation.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Kristina

No ive deposited many times. I even won 100k and they paid every cent. It was a really trustworthy casino and ive been a really loyal customer. This is very unusual of them to do this. I even got an email with the receipt saying the transaction was completed the day i deposited 11/01/14

Where is my deposit??

Whats going on ???

Thank you for your reply, michaeljay0201. Please note that I advised you to contact the payment provider. Have you already done that?

Payment provider? I have a receipt!! The payment went through !! Its osko/pay id !! Which means it clears instantly !! Did you not see my screenshots? They even admitted to the issue on their website and by email! And said they would refund but havent done that ! And have stopped communicating and their live chat is no longer available

its been like this since the 11th! With that stupid thing in red at the top

??

Are u going to help or not ??

???

Please note that this is not a live chat, so there is no need to repeatedly ask for our intervention. We currently handle 1,000 active complaints and even though we try our best, it is not possible for us to reply immediately to all messages. We have 7 days to respond to each complaint and we always get back as soon as possible.

Furthermore, contacting the payment provider is an inevitable part of the process when deposited funds have been lost. If you refuse to contact the payment provider, I will be forced to close this complaint.

Omg they have admitted not crediting my deposit! But I contacted My payment provider and wow to My surprise it went through! I couldn't have guessed right

So they have had the money since the 11th of Jan when I deposited and are just being dodgey for some reason because obviously they have new owners or something

They use to be legit but Something has happened and not only they are stealing deposits and not communicating but their 6 hour pay outs now také 5 days

I will need some additional information from you in order to proceed with this complaint:

• communication between you and the payment provider
• communication between you and the casino
• screenshot of the deposit/transaction history (you should be able to find this in the casino account).

You can forward everything to my email address (kristina.s@casino.guru) or post it here. Thank you very much for your cooperation.

Payment provider was a phone call.

And no thepokies.net don't hold records of deposits. I already sent u the email receipt they sent after deposit.

I posted it here

And why is my review on thepokies net still pending?? You not very efficient . They need their rating their destroyed people need to be warned. I thought that's the whole purpose or this site

And I feel like you are treating me and interrogating me like i done something wrong! When they have admitted several times my deposit hasn't been credited and nor have I recieved refund

You should be asking them the questions

Pathetic

They respond once every 7 days and it's with some weak response like that



So they respond like that every 7 days . And then they immediately close the conversation because I'm not waiting on live chat for 7 days for them to come online. So I always got to start again and open new ticket. It makes me so mad. I don't even want to show you my reply to them . Because It's so vicious and brutal purely out of frustration

They must have changed owners . They use to be really reliable and good..all of a sudden they stealing deposits and taking 7 days to pay people as oppose to 6 hours. Like we are in the stone age or something. So immoral they need to lose all their customers. It's disgusting. Luckily I won 100k before they were like this ! Thank God!! I withdrew 9k a day for almost 2 weeks and it was on time every day !!

Thank you very much, michaeljay0201, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@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.  

Ok

They messaged me again after another week!! They just going in circles ! Asking for my bank statements again even though I already sent it etc.

Problem solved! They finally credit my account after 20 days. Regardless . They lost a good customer and I highly disencourage anyone play with them

What great news, michaeljay0201!

Thank you for confirmation and for using the Casino Guru complaint resolution centre. Although with a significant delay, I am very glad your issue has been resolved. Now I will mark your complaint accordingly in our system. Although I sincerely hope it will not happen, 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.

Best regards,

Branislav, Casino.guru