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: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
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
7 months ago
Public
Public
7 months 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
7 months 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
Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.
