The player from Australia had claimed that $628 was inexplicably deducted from her account balance despite evidence from her betting history. The casino denied the issue and had ceased communication. We had attempted to gather more information from the player to better understand the situation and had offered to extend the complaint time frame. However, the player did not respond to our inquiries. As a result, we were unable to investigate further and had to reject the complaint.
The Pokies Casino - Player's funds have been deducted without explanation.
Amount: A$628
The Pokies Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 week ago
Public
Public
3 weeks ago
$628 disappeared from my balance and they are flatly denying it.
The data is there in black and white in terms of my betting history but they are refusing to acknowledge.
I started playing at 10.48 GMT with $61 and finished playing with my last bet at 12.04 GMT with a final balance of $742
I returned 8 hours later upon to find a balance of only $96
I have explained in great detail to them, shown them the calculation, sent screenshots of my betting history, to which they replied there is no issue and are now ghosting me and not responding.
Public
Public
3 weeks ago
Dear courtneyrobson,
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 understand the whole situation completely.
- Do I understand correctly that you see these winnings in your game history?
- Did you accumulate your winnings with or without an active bonus?
- Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.
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,
Kristina
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