The player from Australia had had issues with two casinos, The Pokies and Royal Reels, as his $100 deposit via PayID had not been credited to his account. Despite having provided necessary documentation, he had not received any effective support or response. However, the issue had been successfully resolved as the player had confirmed receiving a refund. Consequently, we had marked the complaint as 'resolved' in our system.
The Pokies Casino - Player's deposits are not credited in the casino account.
Amount: A$100
The Pokies Casino
Safety Index:LowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
4.9
The Pokies Casino has a Safety Index of 4.9, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
10 months ago
Public
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10 months ago
Hi deposited $100 via payID on 11 Jan 2024 and have still not been credited by The Pokies.
The casino support is no help whatsoever. I have provided screenshots as requested and now they say that screenshots are not acceptable and pdf copies of statements are required. I have since provided this and there is still no response from the casino.
I have the same issue with Royal Reels.
Regards
Daniel
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10 months ago
Dear danieljcarlino,
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 payment provider 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,
Petronela
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10 months ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, danieljcarlino, for your confirmation, and please don’t 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,
Petronela
Casino.Guru
