Pokies88 Casino - Povlačenje igrača je odloženo i pristup nalogu je blokiran.

I had a win of $2500 and was able to withdraw that amount. Then I had another win of $3000 (in less then 24 hours) and attempted to withdraw and that withdrawal was rejected. This process was repeated for the next 12 hours, with casino claiming there was a technical problem and they could not see my betting history, so they could not process the withdrawal until that was resolved. I new something was wrong as normal game play was not effected by this technical issue. After several attempts to withdraw my winnings, I decided to play, turning the $3,000 into over $36,000.

I attempted to make another withdrawal with the same result, rejected and when contacting customer support, the same response about player history.

Within an hour of this win and subsequent rejection, I attempted to log on to my account, and a message popped up telling me the log in details were invalid.

I attempted to contact there customer support, but as soon as I gave them my details, the message screen is closed and the website landing page opens up.

Dear Bigkat77,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Pokies88. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• Can you confirm whether your account has been verified and if you have provided all necessary documentation to the casino before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?  
• When exactly did you submit your withdrawal requests for the $3000 and the subsequent $36000?
• Have you received any emails or notifications from the casino regarding your withdrawal requests or the technical issues? Can you please forward me all the relevant correspondence between you and the casino to natalia.b@casino.guru?

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,

Natalia

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hello Natalia,

Thank you for assisting me with this unfortunate matter, let's hope we can get a positive resolution.

Below is the information you have requested.

1) Slots, Sizzling 777's

2) any information that had been requested had been supplied, as I had made a number of withdrawals previously.

3) There were no bonus or free spins of any kind used in the accumulation of the winnings

4) On the morning of Friday 16th of May between 6:30 - 7:30am I submitted the withdrawal request for $3000.

This was rejected, I then attempted again and once it was rejected again, I messaged customer support and asked why I could not withdraw my winnings.

I was told that there was a system problem and my betting history could not be accessed, which it had to be, before the transaction could be processed. I was assured that once the system problem was fixed, the withdrawal could take place, and not to worry and thank you for my patience, I will be advised as soon as the issue was resolved.

The process or me trying to withdraw, transaction rejection and subsequent excuse of the betting history, continued throughout the day (maybe 15-20 times)

About 7pm I decided to play Sizzling 777's again.

After a period of game play, my balance was $5,400.00 so I attempted to withdraw again, and again, the same result.

So, I logged out and about 1-2:00 am I logged in, and played sizzling 777's again, and after a shout period, my balance was around the $36,000 mark.

I obviously tried to withdraw, again no luck and within 1-2 hours , I tried to log on, when a error message popped up advising the account has some kind of error and to contact customer service.

I made contact, as once I had supplied them with my details, the message was closed and the website landing page appeared. There has been no response to any messages I have sent acknowledging me, my account, the winnings, or my account cancellation.

5) I have received no response of any kind via message, email or text.

And because my account has been shut down, I have no access to any messages as that was done via there website message service, I took some screen shots, which I will attach

Thank you very much, Bigkat77, for your cooperation. I will now transfer your complaint to my colleague Jana (jana.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello, thank you for your efforts Natalia, and thank you to Jana for taking up the case.

Have you guys been able to make contact with the casino, and if so have you received a response from them?

Dear Bigkat77,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Pokies88 Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

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.

If thet have not replied to this stage, they wont replay, extending by 7 days is pointless.

Still no response from those thieves,

What is the course of action you guys now take?

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. 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 can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Jana