Pokie Mate Casino - Dobici igrača su konfiskovani.

Originally won just under 7k with a bonus in early March.

While waiting did some reversals as us gamblers do and managed to keep winning.

Between the original request for withdrawal and 19/04 I both received 3 x $5000 withdrawals (proving that my win was valid and I did not break any bonus rules) but in that period I turned my pending withdrawal balance into $103,300 AUD (most recent withdrawal of 5k was 17/04).

Was very communicative with the VIP manager on the insane run who kept congratulating me etc then after I won too much and then I received an email on 21/04/26 from their payments team they accused me of breaking bonus terms (making bets of $20, $25 and $30 with bonus on March 7th) and closed my account taking my whole balance.

First of all I recorded that whole March 7th session with a screen recorder and I tried emailing them to let them know this and that im confident I did not break anything yet I was met with silence and no replies and they even made my emails to the VIP manager bounce back so I could not get through to anyone.

I tried asking them which game they accuse me of doing this but there was no reply because they know they are lieing and I have video evidence and they were caught out lieing but they do not care since they have all the power.

I highly doubt you will be able to help as this casino group seems to be rogue and just make their own rules as they go but I am hoping that some pressure may possibly help in recouping a legit big win.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear loopi,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the bonus T&Cs and I found this:

10. It constitutes promotional abuse when players betting with an Active Bonus in effect place wagers equal to or higher than 20% of the total value of the bonus, which can also be translated into stakes equal to or more than EUR 8 of the total value of the initial bonus claimed.

Our position is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time. However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is attila.g@casino.guru.

If there is any other relevant communication between you and the casino, please send it as well.

Thank you in advance for your reply.

Best regards,

Attila

I was a VIP and max bet allowed is $15 which I did not breach because I was very aware of it.

As mentioned already I already received 3 x 5k payments which provied I didnt break the bonus terms (I also have a full video recording of the full initial session while I was playing with bonus funds and reviewed it to confirm that my max bet was $15 and not $20, $25 and $30 which the tried to state later after I won too much).

They have completely ignored any further emails back from me and provided 0 evidence of this supposed breach (which I can clrearly show I didnt with my video evidence).

This casino group is very strict on their bonus terms and if there is any breach they wont pay a cent yet i receiver 3 x 5k withdrawals...

It was only once a lot of reversals turned into an insane sum instead of loing them all as most casinos expect that they pulled out these lies to avoid paying.

Also I missed part of your last message about emailing you with additional details.

Unfortunately after they accused me of this they also closed my account (it only showed the last 7 days in history anyway even if I could login which was way past) so there is no way to check the game history logs on their website.

I do however have a screen recording of the whole session they claimed it occurred in and have reviewed to not see a single bet above $15 (as I was allowed to do as a VIP).

I also asked in the email correspondance for them to provide info about which game I apparently broke the term on so I can review even more thouroghly in my video evidence and they failed to reply and give me any details because they know it is a lie and I did not do anything they are claiming.

Please let me know if you need me to upload the video somewhere in the cloud and share the link with you.

Dear loopi, thank you for your response.

In order for me to properly asses the issue, could you please share your game history in Excel? I suggest requesting the complete game history directly from the casino in Excel format. The game history should cover the whole of the relevant period: from the moment of the activation of the bonus, until the confiscation of the winnings.

Thank you in advance for your reply.

Hi Atilla

As already mentioned this is impossible to do since they closed my account after stealing the winnings so I cant log in any more. Even if they didn't close the account their history only shows the last 7 days so it would be impossible to extract.

Thank you for your response. Have you tried requesting the game history via email at support@pokiemate.com? If so, with what result?

I look forward to your reply.

Hi Atilla

As mentioned previously they are not replying to any of my emails after they accused me and closed my account.

0 response and just ignoring all communication.

Thank you for your response. I would greatly appreciate it if you could forward the emails that have gone unanswered. Additionally, could you please send the screen recording of the session you referenced earlier?

Thank you for your patience and cooperation.

Hi Atilla

Have forwarded you the email chain of the original commication and all the non answerd emails.

Will also either find a cloud service or possibly just host an FTP server myself and forward you the link in the next email for the video in the next 24 hours or so.

Thank you very much for your response and for providing the evidence thus far. In order to move forward with the complaint, could you kindly share the rule stating that VIP players have a maximum bet of $15? Alternatively, have you received this information directly from the casino's customer support? If so, please forward that communication separately.

Thank you for your patience and cooperation.

Dear loopi,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin (martin.l@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Attila

Hello loopi,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.

Best regards

Martin

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 loopi,

We have tried to contact the casino repeatedly, but unfortunately, we have not received any response from their side. I’m afraid there is not much more we can achieve without the casino’s cooperation.

For this reason, I will now mark the complaint as unresolved in our system. This will negatively affect the casino’s future Safety Index on our website. I understand this is not a satisfactory outcome for you, and I am sorry we could not help you reach a better resolution. However, unresolved complaints do have an impact on the casino’s rating, and this may help encourage a change in their approach in the future.

If the casino decides to respond later, we will reopen the complaint and you will be notified by email.

As a next step, I recommend contacting the Tobique Gaming Commission and submitting a complaint directly with them. To do this, please visit the casino’s website and look for the Authority logo, which is usually placed somewhere on the homepage.

Once you find it, click on the logo. It should open a license validation page in a new browser window. Scroll down until you see the File a Complaint button, click it, and follow the instructions.

If you need any help with submitting the request, or if you hear back from either the authority or the casino, please let me know by sending me a quick message at martin.l@casino.guru.

I am sorry I could not be of more help on this occasion.

Best regards,

Martin