The Pokies Casino - Player's winnings sent to an old closed account.

On Tuesday I won $9000 and put through a withdrawal request. Upon doing so on the withdrawal request form it had old bank details so I contacted support who told me my withdrawal will be paid into the account that I deposited from via payid as this is how I paid my deposit. I checked this 3 times before putting my request in.

I asked to change the bank details but they said they couldn't change them, once they are in the system you can't change them and not to worry as they weren't getting sent to that account.

Within 12 hours it had been processed and sent to the !bank account which they assured me it wouldn't go to as they were the old details and that account is closed.

Since yesterday morning I've been trying to speak to someone but it's hours between messages as they are not 24/7 support like they claim to be. And when I do get a response it's automated generic message that doesn't help me at all.

They have said it can take between 5-30 days to get the money back and then they will notify me but I just can't see that happening and more so why should I have to wait so long for an error they made even after telling 3 people and making them aware of this before I even put my request in.

I'm getting really frustrated as it's money that is owed to me and no one is willing to help. Thank you Casino Guru

Dear Tenilleb23,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with The Pokies Casino.

From the description of the events, we would expect the scenario will play out as the casino support explained to you.

If your cashout request was by mistake sent to an obsolete account, the transaction will bounce back to the casino within a certain period.

Even though mistakes have been made, at this time the issue is temporarily out of the hands of the casino.

I would advise you to wait for the notification from the casino, and I am confident that after the money returns, you'll be able to request a new withdrawal.

Please let us know about any obstacles along the way. Thank you very much in advance for your reply.

Best regards,

Tomas

Hi Tomas,

Thank you for your prompt response.

I am not so confident and that is because the casino don't seem to be able to communicate effectively. I have been writing to them for days now.

When I asked about changing my bank details when the funds are returned, they have now advised that the funds will not be able to be sent to another account as the system doesn't allow for changes. They have said once the bank details are in the system there is no way of changing the details and if I don't have access to the account which is closed, I pretty much lose my winnings.

Thanks

Tenille

Update:

I have spoken with support who have advised me they will get payment team to contact me as soon as possible. I am still waiting 28 hours later and have sent numerous messages and no contact from support at all.

I have also spoke to my bank who advised the payment has been sent back to them and was sent back the day after it was sent.

I have attached my conversation correspondence with support.

Thanks

Tenille

Update; Well there isn't one.

Still waiting, getting told all different stories from different support people. And is taking days to reply if at all.

As mentioned above, I have spoke with the bank and it went straight back to them by 9am the same day. Seems weird they say they don't have it back in their account and can take 30 days. Bank has said they've never heard of it before. When its return the max turnaround time is 24 hours.

Feel like I'm just going to be ripped off which is rubbish. I really liked this casino

Please send me your most recent correspondence with the casino on the topic. My email is tomas@casino.guru

If you have your conversation with your bank saved as an email or a chat transcript, please send it as well.

I'll await your message.

Hi Tomas,

Thanks for your reply. Unfortunately I was at the bank when they just showed me on the system. But I have just screenshot our latest conversations. In my long email I also enquired about depositing as I am having issues and so the first response from Lyka at The Pokies is reference to that. The second screenshot is the reply I just received from Lyka about the withdrawal.

Email sent. Thank you Tomas

Update

Hi Tomas,

Update for you on my case

It's been over 2 days with NO correspondence what so ever. I have written numerous messages/ emails and received no reply. They have changed their automated message to say they are dealing with high traffic volume and to be patient but for over 2 days?? That's just ridiculous.

I have since received a letter from Westpac confirming the money was rejected and sent back the same day. They have confirmed that Osko reject payments go straight back into the senders account but BSB and Account transfers take a maximum of 5 business days. Anything over 5 days means the funds have been lost during transit. Westpac received a message confirming the funds were sent back to the sender successfully.

Again I checked this with them 3 times before putting in the withdrawal. I am not sure where to go from here but do you have a contact for anyone who can action them to pay?

They are dragging this on to earn interest in the account and hope I forget about it but I won't. We are a week from Xmas and I am in need of this money which is owed to me.

What do you suggest I do from here?

Thank you

Tenille

Thank you very much, Tenilleb23, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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.  

Hi Stefan,

Do you think there is anything you are going to be able to do to help me with this case?

Is there any info you need? If so, please just let me know.

I'm hoping to have this sorted asap but it doesn't seem to be happening that way as any communication with The Pokies is hard and barely there.

Let me know if you need anything.

Thanks

Tenille

Dear Tenilleb23,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a The Pokies Casino representative to join this conversation and participate in resolving this complaint.

Dear The Pokies Casino,

Could you state what would be the procedure to send the funds to the player's new account?

Thank you in advance for providing the information.

Thanks Stefan.

Just out of curiosity but do you have to give them so long to reply?

I was really hoping to have this resolved before Christmas especially now I have confirmation that the money has been returned.

Hi,

We have advised the user numerous times that it can take up to 30 days for funds to bounce back, however, the user continues to follow up on this and the team has no updates.

A payment processor is used to conduct withdrawals, there is a process they take to return any funds, this is out of our control.

The user submitted the account information and that’s where the funds were sent, we did not send funds to an old account, we sent the funds as per the request. The user advised us of the update once the request had already been processed.

As advised to the user, should the funds return to us, we will be in touch via email and would credit their player account and they’d be able to request another withdrawal.

The Pokies,

This is not the case at all and I will forward the screenshots saved from my chat with Kyle. I specifically asked him 3 times before I put in the withdrawal which states and your support crew continue to state

'Any withdrawals made will automatically be sent to the account which was used to deposit the funds'.

This was NOT the case. The withdrawal was sent to the account which was on the request form which I advised Kyle was a closed account. These are the details i asked to be changed but was reassured 3 times that they would not go to this account as I hadn't deposited via credit card.

I was then advised that under no circumstance can my bank details be changed and if and only if the funds bounce back, Pokies Support can look into getting those details changed but they also stated once they are in the system there is no way to change them.

And yes I keep chasing up these funds as they are funds won by me and after speaking with my bank and getting confirmation they had been returned, I am unsure why the payment can't just be made into my correct account as I asked in the very beginning.

I have spoken with Kyle, Casper and Lyka during all of this and all keep saying the same thing about the payment processor and where the funds go to but they simply did NOT go to the correct account as I was assured they would.

The information stated above from The Pokies is incorrect and have been given the wrong information. Please post copies of the chat which states it was deposited into an account requested by ME? There will not be one as it was never the case.

I would appreciate if you could find out from the payment processor what the hold up is and when can the funds be processed?

The funds were sent to the account details submitted to us. There is no way for us to intervene once processed. Account details must be updated before submitting the request.

As advised, should the funds return to us, we will be in touch immediately.

Again, this is NOT correct. My advice would be to request a transcript of my entire conversation with The Pokies - Kyle in particular.

BEFORE I submitted the withdrawal request I spoke with Kyle on live chat. I advised Kyle that I needed to change my bank details as the account on the withdrawal request was an old account which was now closed. Kyle advised me that these details can't be changed and that the withdrawal would NOT be paid into this account as I didn't deposit via credit card and that I had deposited via PAYID so my funds will be sent to my PAYID account where the deposit come from. I checked this with him THREE times before request the withdrawal. This error has been made by the casino - not by me.

You also keep stating 'Should the funds be returned', the funds have already been returned and I have been into my bank who have given me written confirmation that the funds bounced back and Westpac has received confirmation (also stated in the letter) that the funds have been securely transferred back into the senders account - The Pokies being the sender. So how do they have confirmation of this but you do not have the funds in your account?

And once processed you can always intervene by recalling a payment. I guarantee if you had of paid $90,000 instead of $9,000 you would be able to intervene the payment.

The information you are putting forward is not true and as far as the payment goes it's been 13 days today and you are still claiming not to have received the payment. Yet again Kyle, Casper and Lyka have all confirmed that OSKO payments return immediately if sent to the wrong account and BSB is max 5 days but they allow 30 days to cover any mishaps like this.

Hello Tenilleb23,

I am afraid there is nothing that can be done to speed up the payment. We will have to wait till the payment bounces back and the casino sends the funds to the correct bank account.

Dear The Pokies Casino,

Could you let us know once the funds bounce back?

I am looking forward to your response.

Hi Stefan,

The most frustrating part about this is I have confirmation in writing and my bank has been notified that the funds were successfully received into the senders bank account, so how can they not be aware of this? Why would my bank be notified and The Pokies say 'Should the funds be returned we will contact you immediately?'

Also the bank details have changed and there are now 2 bank accounts on there. 1 is NOT operational. Can we please request this one be taken off immediately so the funds are NOT transferred to the wrong account again.

Thanks

Hi Stefan,

I am still waiting with no further updates at all on these funds. I have written evidence the money has successfully gone back into The Pokies account but they are still saying they have to wait for the payment processor and the payment processor will advise but they clearly are not advising them as stated they would.

I have been waiting 20 days now for my funds to be paid out and still nothing.

I have sort legal advise and will be going down that path should this not be sorted within due course.

I have been waiting long enough and to withhold someone's withdrawal is against the terms and conditions set out when purchasing a gaming licence.

I see the casino haven't bothered replying. I am really annoyed by this now. What are the next steps to take this further with you? I'd prefer not to do the legal thing as it's just a headache but most definitely will shall I need to.

Thanks

Tenille

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi,

Unfortunately, no funds have been returned to us. We sent the funds to the account information that the user submitted in the withdrawal form. We did as they asked.

Should the funds return to us, we will be in touch with the user, as already advised.

There is nothing we can do until such times funds return to us.

I suggest the user doesn’t submit a withdrawal request to incorrect bank details in the future to avoid this issue again.

Thanks

Casino Guru & The Pokies

It is clear the funds are not going to be paid before the 30 days if at all.

I am actually really disappointed in the way The Pokies have handled this. The casino has not only given very limited support but in fact the casino representative has and is still stating the wrong information re the issue despite me telling them different with evidence pertaining to it.

I know Ive said this over and over and over all whilst submitting proof everytime, I would like to make it clear and repost the original conversation I had with Kyle at The Pokies Support.

FACTS:

Before Submitting the withdrawal form I contacted Kyle And advised him. The bank details which were on the withdrawal form are incorrect as that account is now closed. Kyle stated the following

"Unfortunately, there is no way to change your bank details in our system once they have been Unfortunately, there is no way to change your bank details in our system once they have been put into the system"

I then reiterated the fact the bank data was incorrect and that they need to be changed as the funds could not be processed to that account. Kyle then stated the following

" The details that are on the withdrawal will not be sent to this account as I did not deposit via credit card. If i had of deposited via credit card, these details would of been able to be changed But you deposited via payid, so this is where your withdrawal will be sent to as all withdrawals sent via payid a process and sent back to the account which was used to deposit.

I checked this information with Kyle 3 times before. I submitted the withdrawal form and I then went online and spoke with Casper. He also told me the exact same thing. But within 12 hours it was processed to the account they said it would not get processed to.

None of this was my error at all.

The Casino are getting annoyed that I keep hassling them but the frustrating part for me is I have a written letter from Westpac advising the funds have been returned successfully to the senders account but Pokies just keep denying it.

I have since sort some legal advise and I am currently in talks with Gaming Curacao as well as the Gambling body regulator and this isn't something that's just going away.

The Pokies, my adviser has adked me to asking the following questions so if the rep could please respond to the following:

Could you please check with your payment processor and can I please request a copy of the bank transaction. The confirmation that the payment was made to the wrong account successfully. Also theyve asked me to find out what the casinos plan is when the 30 days is over and they still claim not to have received it?

I await your prompt response.

Thanks

Hello Tenilleb23,

I understand this must be frustrating for you, but there is nothing that can be done outside of waiting for the funds to arrive back to the casino's bank account.

In the meantime could you provide us with the confirmation that the funds have been returned? You can paste it here or send it to my email address stefan.m@casino.guru.

Your patience is much appreciated.

Casino Guru - Stefan

I am pleased to say since mentioning the lawyers etc, the money has been returned to my casino account.

I have submitted a new request. Hopefully all is good with this one.

Stefan I'd like to say thank you! You were very supportive and I appreciate your time.

I am pleased to be able to close this complaint on a positive note.

Thanks Again

The Pokies,

Although frustrated and extremely disappointed with the lack of support during this time, I appreciate the fact you took the time to reply.

The money is back in my account and I've just submitted another withdrawal.

Again thanks for your help

Hi Casino Guru,

The funds returned to us yesterday and we immediately updated the users balance.

We ask that users wait 30 days as the payment providers do often take this long to return funds to us.

Hello Tenilleb23,

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.

If you have any problems with withdrawing the funds from your casino account, you can request a reopen of the complaint anytime.

Best regards,

Stefan, Casino.Guru