The Pokies Casino - Player's withdrawal is delayed.

I won $4000 , playing roulette. Deposit amount was 600aud in btc.

Thepokies106.net asked for KYC documents which I provided - it has been over a month - my main concern is lack of human response , I always have AI driven responses from customer support. They requested photos of all debit cards I've ever used on my account, as well as Tax reports for all of my btc addresses which I have provided using Koinly and Coinbase.

All last week I was promised an update via email but received nothing. They continue to remain active with promotion material but all requests I have made have been ignored as of this week.

Dear rigs3130,

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.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification? Have you received any confirmation from the casino?

Did you accumulate your winnings with or without an active bonus?

What is the status of your withdrawal request?

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,

Dominika

Hello Dominika,

Yes I have made successful withdrawals before, I have been active member for over 1 year.

I have sent all KYC documents but haven't received an update on my status. I was asked to provide a debit card I've never used or owned several times even after explaining myself. My deposit was made with Bitcoin.

My winnings were without a bonus.

I have received no updates in the past 2 weeks.

Thanks

The customer support is non existant, its just recycled pre generated filler text on repeat. Ive submitted all documents requested and Im still not verified after a month of waiting..

Have you managed to contact a responsive human working at ThePokies.net

Dear rigs3130, have you received any other KYC verification requests?

When did you send the last document for verification?

When was your last communication with the casino?

Hello

I submitted a btc tax report using koinly and also Coinbase report on Jan 17.. I haven't received any more requests to submit KYC documents since then..

I've tried contacting the casino every other day and received a response but no progress has been made in the way of my account being fully verified or my winnings paid.

The responses I receive are the same ones I received weeks ago after submitting my documents. The responses I receive don't have any new details only the same responses I've received previously. 

Were you able to contact any persons working for the casino able to explain what is happening?

Hi Casino Guru

I have good news , my account has been verified and the withdrawal was received.

Besides the withdrawal delay, I want to give compliments to ThePokies.net.

Thanks for the support here.

Till next time (Hopefully not)

Rigs

Dear rigs3130,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Dominika

Casino.Guru