The Pokies Casino - Player's withdrawal has been delayed.

Thank you very much, Amzz777, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear Amzz777, 

My name is Katarina, and I will be assisting you in solving this case. Now, I would like to invite The Pokies Casino representative to join this conversation. 

Dear The Pokies Casino, could you please provide more information about this case? 

Looking forward to your reply.

Dear Amzz777, 

Thanks for the update. Let's now wait for The Pokies Casino respond.

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.

Dear Amzz777, 

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case and we were left alone in our attempt to solve this issue.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review. 

As you might know, The Pokies Casino received a ‘5,9 questionable reputation’ from us, which means we would not recommend players to choose this casino. I strongly recommend only choosing casinos that have received at least a ‘Very good reputation’. You can check the list of the casinos we recommend on our website. I hope you will never come across a problem like this again.

The casino can reopen this complaint anytime.

Upon The Pokies Casino request, we would like to reopen this complaint.

Dear Amzz777,

we have received information, that casino processed your withdrawal request. Will you be able to confirm it?

Dear Amzz777,

have you tried to notify your bank about an upcoming overseas transaction? The Pokies Casino states they provided you with a MT03, which you need to forward to your bank. Can you confirm you have received it?

Dear Amzz777,

thanks for the update.

Will you be able to put a request to your bank asking them to allow the international transfers in order for you to receive your funds? What did your financial institution say about the MT03 document, please?

Hi Amzz777,

 based on our record, the $2,000 withdrawal was triggered back on 4th Mar 2024, the withdrawal was indeed cancelled and in fact 3 times (last time was 04/03/2024 9:47:25 PM)After this user cancelled the withdrawal on 04/03/2024 9:47:25 PM, then played through the funds on multiple games. Hope this clarifies it.

Dear Amzz777,

do I understand correctly that you have not received your $800?

Have you tried different payment methods?

Dear Amzz777,

will you be able to provide a bank statement dated from the day of your withdrawal request (March 3rd) to today's date, please? This evidence will prove you really did not receive your winnings. Please send it to my email katarina.d@casino.guru.

Dear Amzz777,

I have not received any email from you. Where did you send your statement, please?

Dear Amzz777,

I am sorry, but for some reason I have not received anything from you. Will you be able to resend it, please? My email is katarina.d@casino.guru

Dear Amzz777,

I have received the bank statement, thanks a lot! However, the statement is dated only to the April 11th. Will you be able to send the statement to today's date, please? In the meantime I will provide this statement to casino.

Dear Amzz777,

thanks for your email. I have now forwarded all the documents to casino representative.

Dear The Pokies Casino,

have you received the bank statements? Were you able to review them?

Dear Amzz777,

thank you for all the information provided.

Dear The Pokies Casino,

can you please provide an explanation for the above statements?

Hi Katarina,

I have sent you an email directly as I haven't received the bank statements, once you send them over to me, I will escalate to our support team to look into.

Thank you

Thank you The Pokies Casino. I have just sent you the bank statements.

Hi Katarina,

Can you confirm which email you sent the statements please?

Thank you

Dear Amzz777,

I would like to assure you that your case is being investigated and we are actively communicating with the casino representative. Please understand these type of issues need more time to be properly dealt with. I realize you must be frustrated with the long process, but I assure you, we are doing everything we can to solve this problem to everybody's satisfaction.

Dear The Pokies Casino,

were you able to verify the documents sent to you, please?

Dear Amzz777,

I am still awaiting casino's reply. Hopefully we hear from them soon.

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 Amzz777 & Katarina

I am pleased to inform you that our support team have an update regarding your withdrawal.

After carefully reviewing your bank statements,the withdrawal of $800 had failed and has been re-credited to your account. You should receive an email from the support team shortly in order for you to make a new withdrawal request.

Thank you.

The pokies

Dear Amzz777,

will you be able to confirm whether the $800 was credited to your player's account, please?

Dear The Pokies Casino,

were you able to investigate where the missing $2000 went, please? Have you checked the bank statements?

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.

Dear Amzz777,

do I understand correctly The Pokies casino is claiming the withdrawal of $2000 was successfully processed, please?

Dear Amzz777, 

I apologize, but since we haven’t received any response from the casino regarding the issue, for quite some time. We cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case and we were left alone in our attempt to solve this issue.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review. 

The casino can reopen this complaint anytime.