Zdravo,
Podnosim žalbu protiv Pokie Mate jer pokušavam da se povučem iz ovog kazina i iako je prošlo samo nekoliko dana, pokazalo se da je veoma teško i ponekad se čini da čine sve što mogu da izbegnu da mi plate staviti. Neke osnovne informacije u vezi sa mojom žalbom:
28/03 - Zatražio sam povlačenje
Zatim sam pokušao da ažuriram svoje dokumente za verifikaciju, ali sistem dozvoljava samo 10 dokumenata odjednom, tako da sam poslao poruku podršci uživo koja me je zamolila da mu pošaljem ažurirane dokumente, npr.: vozačku dozvolu i on će poslati odgovarajućem odeljenju.
Još istog dana, 28/03 @ 19:18, primio sam e-poštu od Pokie Mate-a sa zahtevom za dokumente za verifikaciju. U 19.34 sam odgovorio i objasnio sve gore navedeno i priložio dokumente u svoj odgovor e-pošte u slučaju da ih podrška uživo još nije prosleđivala.
29/03 16.42 – Primio sam e-poruku od Pokie Mate u kojoj se savetuje da su dokumenti primljeni i nalog je verifikovan i ažuriran.
29/03 @ 16.52 - Odgovorio sam i pitao koji je trenutni vremenski okvir za povlačenje i kada je verovatno da ću dobiti svoja sredstva.
01/04 @ 14:41 - Prijavio sam se i proverio na svom nalogu da vidim svoj status povlačenja da bih otkrio da je moj zahtev za povlačenje otkazan i da su sredstva vraćena na moj nalog. Odmah sam dobio podršku uživo da pitam zašto se to dogodilo jer nisam imao nikakvu komunikaciju sa kazinom i ništa više nije traženo od mene. Nakon provere mog naloga, podrška uživo mi je rekla da moram da dostavim svu dokumentaciju koja je sada poslata 3 puta i takođe da pošaljem selfi koji sadrži svu dokumentaciju koju su tražili. Uradio sam to odmah i poslao podršku uživo koja mi je garantovala da će to poslati na pravi odeljenje.
02/04 @ 12:04 Poslao sam e-poštu u kojoj objašnjavam da me je podrška uživo ažurirala, ali samo zato što sam se raspitivao i još uvek nisam dobio e-poštu ni od koga u kazinu, ali sam priložio dokumente e-poruci u slučaju da je podrška uživo ne pošalje i poslao na Support@Pokiemate i Documents@PokieMate.
02/04 @ 1:26 Podrška uživo me je zamolila da pošaljem podršci i D ocuments@pokiemate
04/02 @ 6:06 Potvrdio sam prijem poruke od podrške uživo i poslao je preko dokumenata na gorenavedene imejlove. Ovo je sada bilo treće slanje.
04.02. u 14.23 Primio sam e-poštu od tima za dokumente sa zahtevom da ponovo pošaljem određene dokumente. Ovo je četvrti put da se traži
04.02. u 16.00 sati Poslao sam dokumente e-poštom po 4. put.
03/04 Oko 16 časova razgovarao sam sa podrškom uživo koja je rekla da još uvek čekaju na 1 poslednju fotografiju koju sam dva puta poslao podršci uživo i već 3 puta e-poštom.
04. 03. u 17.51 Primio sam e-poštu od tima za dokumentaciju u kojoj je tražio fotografiju na kojoj držim jednu od kartica. Ovo je urađeno već 5 puta.
3/04 @ 21:27 Odgovorio sam na mejl i priložio ono što su tražili.
Moj problem je što to nastavljaju da rade, a zatim otkazuju moje povlačenje tako da ponovo počinje vremenski okvir. Ista stvar se upravo dogodila mom prijatelju koji je primio drugi deo svog povlačenja tek 11 nedelja kasnije. Ali taj kazino ne radi pod licencom pa je srećan što ima nešto.
Pitao sam za vremenski okvir za povlačenje i trebalo bi da bude do 5 radnih dana. Tehnički, prema mom zahtevu za povlačenje, 5 radnih dana je danas 04/04, ali pošto su ga otkazali uprkos tome što su u ovoj fazi primili papire 3 puta, automatski počinje ponovo. Čekam da ga ponovo otkažu bez razloga i da ga ponovo počnu jer ćemo sutra doći do 5 dana.
Niko mi ne može pomoći, svi kažu Budite sigurni ako timu za dokumente nešto zatreba, obavestiće vas, ali ne. Prvi imejl koji sam dobio od Pokie Mate je samo tražio 1 karticu koju sam ranije koristio i rekao da im je potrebna kopija da bi mogli da obrađuju moje povlačenje odmah i od tada mi samo izmiče kontroli i brzo gubim kul sada kad osećam da mi samo oduzimaju p!@#.
Nismo imali ovaj problem kada sam uplaćivao i uzimali su mi novac. Samo kada uzmem njihov koji su pošteno osvojeni i sve od strane T&C-a.
Voleo bih da dobijem vašu pomoć ako je moguće da mi isplatim povlačenje.
Hvala Casino Guru
Hello,
I am submitting a complaint against Pokie Mate as I have been trying to withdraw from this casino and although it's only been a few days, it is proving to be very difficult and at times just seems like they are doing whatever they can to avoid paying me put. Some background info regarding my complaint:
28/03 - I requested my withdrawal
I then tried to update my verification documents but the system only allows 10 Docs at a time so I messaged live support who asked me to send my updated documents eg: drivers Licence to him and he will send to correct department.
Still same day, 28/03 @7.18pm I received an email from Pokie Mate requesting verification documents. At 7.34pm I replied and explained all of the above and attached the documents to my reply email in case live support hadn't passed them on yet.
29/03 4.42pm - Received an email from Pokie Mate advising Docs received and account is verified and updated.
29/03 @ 4.52pm - I replied and asked what the current withdrawal timeframe is and when was it I was likely to receive my funds.
01/04 @ 2.41pm - I logged in and checked on my account to see my withdrawal status to find my withdrawal request had been cancelled and the funds were back in my account. I got straight onto live support to ask why this had happened as I have had no communication with the casino and nothing more had been requested from me. Upon checking my account Live support told I needed to supply all the documentation which had now all been sent 3 times and also needed to send a Selfie holding all the documentation they were requesting. I did this immediately and sent through to Live Support who guaranteed me they would send it through to the right dept.
02/04 @ 12.04am I sent an email explaining that live support had updated me but only cause I enquired and I still hadnt got an email from anyone at the casino but I attached the documents to the email in case live support didnt send it and sent it through to Support@Pokiemate and Documents@PokieMate.
02/04 @1.26am Live support asked me to send to Support and Documents@pokiemate
02/04 @ 6.06am I acknowledged receipt of the message from live support and sent through the docs to the emails above. This was now the 3rd time sending.
02/04 @ 2.23pm I received an email from Documents team requesting I send through certain documents again. This is the 4th time requesting
02/04 @ 4.00pm I sent the documents via email for a 4th time.
03/04 Around 4pm I spoke to live support who said they are still waiting on 1 last photo which I had sent to live support twice and emailed 3 times already.
03/04 @ 5.51pm I received an email from documents team requesting a photo of me holding up one of the cards. This has been done 5 times now.
03/04 @ 9.27pm I replied to the email and attached what they have requested.
My issue is they keep doing this and then cancelling my withdrawal so it starts the time frame again. The same thing just happened to my friend who has only received the second part of his withdrawal 11 weeks later. But that casino doesn't run under a licence so he's lucky he got anything.
I have asked about the withdrawal time frame and its suppose to be up to 5 business days. Well technically from my withdrawal request, 5 business days is today 04/04 but as they cancelled it despite having received the paperwork 3 times at this stage, it automatically starts again. I am waiting for them to cancel it again for no reason and make it start again as we will be coming up to 5 days tomorrow.
No one can help me, they all say Rest assured if the documents team need anything they will let you know but they don't. The first email I got from Pokie Mate was just asking for 1 card which I used previously and said they needed a copy to be able to process my withdrawal immediately and since then it's just spiralling out of control and I'm losing my cool real quick now as I feel they are just taking the p!@# out of me.
We didn't have this issue when I was depositing and they were taking my money. Only when I'm taking theirs which was won fairly and all by the T&Cs.
I would love to get your help if possible to get my withdrawal paid out.
Thanks Casino Guru
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