The Pokies Casino - Player's deposit was not credited to the account.

Hi there, I have made a deposit which has not been credited.

I am attempting to contact them and they are not responding to live chat or email.

they say they have a high volume of enquires but it has been two days.

could you please see if you can help contact them? I use this site often and it is usually pretty reliable. Just want to make sure thanks 👍🏻

Dear BrisPete01,

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

Hi Kristina, thank you for you reply.

I have had temporary issues in the past where their site was having issues with deposits and they have always rectified within 24 hours.

it is different this time though. No one is responding to my support questions through live chat. It has now been 4 days since I’ve tried to contact.

do you have a contact you can put me in touch with? Thanks

Thank you for your reply, BrisPete01. Please note that I advised you to contact the payment provider. After their investigation has been completed and the deposit remains lost, we will proceed with further investigation. Thank you for your understanding.

Hi there Christina.

they have not deposited the money back. They have now closed their chat service so I cannot message them.

Have you already contacted the payment provider as I suggested?

Hi Kristina, yes I have contacted them who confirmed the payment was never refunded.

every time I open up a new chat via their support they ask to upload a screenshot which I have done on 3 occasions.

also, I’ve now realised a credit card deposit using their site has now caused a number of fraudulent transactions where they have attempted to charge my card.

Im extremely dissatisfied how this has been handled as I’ve used this site for a couple of years without hassle.

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
• deposit receipt
• 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.

Dear BrisPete01,

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.

Hi Kristina, thanks for the follow up. They have finally responded and credited the account.

appreciate your support.

thanks

Dear BrisPete01,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru