The Pokies Casino - Player's withdrawal has been delayed due to an incorrect account payment.

I have withdrawn money from this casino without any problem in the past but this time around they paid my winnings into a closed bank account. When contacting my bank, they advised that the funds are returned instantly, or worst case 1 business day. It's now been a week and I keep getting conflicting information from the 30+ people on their live chat as to when I will receive my winnings. I aheb screenshots of the conversations if that helps.

Dear christinad1982,

Thank you very much for submitting this complaint. I'm sorry to hear about your issue with The Pokies Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Have you notified the casino's customer support or finance department via email? Kindly note that it may take several business days for the casino to receive the funds and correctly allocate them to the appropriate account.

Please forward any relevant communication between you and the casino as well as your bank to veronika.l@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 800 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hi Veronika,

I have notified the support team but only via the live chat as this seems to be the only way to contact them. I have done this multiple times since last Thursday which is when the withdrawal was made.

I have been advised that this has been passed onto their payment team and that someone will get back to me in 48hours but that hasn't happened. I have had this response multiple times so im guessing it's one of their generic replies.

I will forward you the screenshots I have from our chats to your email address.

Thanks in advance for the assistance.

Hello, it has now been 10 days since the funds were returned and I'm being advised it can take up to 30 days. Is that right.?

I'm sorry to inform you that we cannot expedite the payment process. We will have to wait until the payment is returned and the casino sends the funds to the correct bank account. A payment processor is used to conduct withdrawals, and there is a specific process they follow to return any funds. Unfortunately, this process is beyond the control of the casino. I will set the timer to 17 additional days. If you do not receive your withdrawal by then, let me know and we will intervene. Thank you for your patience and understanding.

Thanks Veronika. I have since had another delayed withdrawal for $400. Apparently there is an issue with their withdrawal system and there is now a 3-5 day delay in receiving my withdrawal 🙁

Thank you for the update. Just to confirm, are you now waiting for two payments from this casino, or have you received at least the refund that was sent to a closed bank account?

I'm now waiting for 2 payments. 1 for $900 which was paid into my closed account and another for $400.

Below is the reason they gave me for the delay of the $400 withdrawal which was requested 3 days ago:

"Due to unforeseen circumstances, we are currently experiencing a temporary delay in our withdrawal processing system. Please be assured that we are actively working to resolve this issue as quickly as possible to minimize any inconvenience caused.

As a result of this delay, we anticipate that withdrawal requests may take up to 3-5 business days to arrive in your bank account. We understand the importance of timely withdrawals, and we sincerely apologize for any inconvenience this may cause."

Please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests. 

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint. I would suggest you wait for additional 6 days for your second withdrawal to appear in your account.

Regarding your first withdrawal, I believe the 30-day period expires in 3 days.

Thanks Veronika. I did receive the second withdrawal, but it was for $385, not $400. They advised me that there was a 4% fee on the withdrawal which has never happened before.

Anyway, I will let you know how I go in 3 days 🙂

Hi Veronika,

They have also just advised me that weekends and public holidays are excluded from the 30 day timeframe so this will take even longer now

Thank you for the information.

I’d like to invite a representative of The Pokies Casino to join the conversation and participate in the investigation of the case. Could you please advise how much longer the player has to wait for the refund to appear in her account?

Hi,

Any funds that are returned to us by our payment processor is immediately credited back to the users accounts and we send an email advising of the return, we process many of these every day.

I have looked in to this issue and have not been able to locate any returned funds. If the user could provide a bank statement showing the closed account this would help with escalation to our payment processor.

In regards to the withdrawal that had $15 removed, this was a fee charged by SWIFT which we weren’t aware of. We added $15 to every account effected and this was redeemable from the bonus section as cash.

Hello, I followed this up since the 21/12 and have screenshots of all the multiple conversations where I have been advised that I need to wait up to 30 days for the funds to be returned but was also recently advised that it will take 30 days (and no less) so not sure which one is correct.

I have also offered to show bank statements but was advised that management would email me when the funds had been returned.

The bank also advised that payments made into closed accounts are immediately sent back to the merchant.

30 days have now passed and I am only now being advised that the 30 days does not include weekends or public holidays.

Also to mention, This was my error as previously we werent given the option of which account the funds would be paid into. Payments were always made back to the same payid account that was used to make the deposit. This must have changed as it now list all the accounts you have made deposits from and I unknowingly chose the first one which was closed.

Has there been any update on this?

Dear Pokies Casino representative,

could you kindly check the player's information and let us know if the payment was returned? Thank you.

Hello, has there been any update?

It has now been 47 days and still nothing. Not to mention its been 13 days since I provided the pokies with the info they requested so that they can "escalate" this matter and still no update.

Even if the funds are returned it will take another 7 days to receive them as the whole withdrawal process has now gone backwards.

Veronika where else can this be escalated? Do you have any recommendations?

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 we did not receive any returned funds yet. Any funds that are returned to us are credited to the users account within 3 hours.

The Pokies -

Did this get escalted to the payment processor as mentioned in your previous reply? I provided all the info you requested over 2 weeks ago and have not had an update, just the same generic replies I receive via the live chat.

Im trting to patient but the initial withdrawal/incorrect payment was on the 21/12 and it is now February and this still seems to be going nowhere..

Also, I am confused as to why am I still being advised to wait 30 days by the live chat?

The Pokies, as of today it has now been 30 business days since my withdrawal request (which is excluding weekends and public holidays) and I am yet to receive any funds. Has this been escalated to your payment processor?

If not I will be filing file a complaint at the Curacao eGaming Commission and seeking legal advice. It's not the amount of money any more even though I need it, it's the principal.

Also spoke to the live chat. Please see their rude response below. Clearly they refuse to read my messages.

This is what I was advised today... 🤷🏼‍♀️🤞🏼

Dear Pokies Casino representative,

can you please update us on the status of the player's refund?

Still nothing from them. So much for escalating to their payment processor! It's been almost 2 months now

This is from this morning

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.

Unfortunately, I have not received any further evidence from the casino therefore I will have to close this complaint as unresolved. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. I am sorry we could not be of more help on this occasion.

Best regards,

Veronika