Hej,
Jeg indgiver en klage mod Pokie Mate, da jeg har forsøgt at trække mig tilbage fra dette casino, og selvom det kun er et par dage siden, viser det sig at være meget svært og til tider ser det ud til, at de gør hvad de kan for at undgå at betale mig sætte. Nogle baggrundsoplysninger om min klage:
28/03 - Jeg anmodede om min tilbagetrækning
Jeg forsøgte derefter at opdatere mine bekræftelsesdokumenter, men systemet tillader kun 10 dokumenter ad gangen, så jeg sendte en besked til live support, som bad mig om at sende mine opdaterede dokumenter, f.eks.: kørekort til ham, og han vil sende til den korrekte afdeling.
Stadig samme dag, den 28/03 kl. 19.18, modtog jeg en e-mail fra Pokie Mate med anmodning om bekræftelsesdokumenter. Kl. 19.34 svarede jeg og forklarede alt ovenstående og vedhæftede dokumenterne til min svar-e-mail, hvis live support ikke havde videregivet dem endnu.
29/03 kl. 16.42 - Modtog en e-mail fra Pokie Mate med besked om, at dokumenter er modtaget, og at kontoen er verificeret og opdateret.
29/03 @ 16.52 - Jeg svarede og spurgte, hvad den nuværende tidsfrist for tilbagetrækning er, og hvornår var det sandsynligt, at jeg ville modtage mine penge.
01/04 @ 14.41 - Jeg loggede ind og tjekkede min konto for at se min udbetalingsstatus for at finde ud af, at min udbetalingsanmodning var blevet annulleret, og pengene var tilbage på min konto. Jeg kom direkte til live support for at spørge, hvorfor dette var sket, da jeg ikke har haft nogen kommunikation med kasinoet, og der ikke var blevet anmodet om mere fra mig. Efter at have tjekket min konto fortalte Live-support, at jeg skulle levere al den dokumentation, som nu alle var blevet sendt 3 gange og også skulle sende en Selfie med al den dokumentation, de anmodede om. Jeg gjorde dette med det samme og sendte videre til Live Support, som garanterede mig, at de ville sende det videre til den rigtige afdeling.
02/04 @ 12.04 Jeg sendte en e-mail, hvori jeg forklarede, at live support havde opdateret mig, men kun fordi jeg spurgte, og jeg stadig ikke havde modtaget en e-mail fra nogen på kasinoet, men jeg vedhæftede dokumenterne til e-mailen, hvis live support ikke sendte den og sendt det videre til Support@Pokiemate og Documents@PokieMate.
02/04 @1.26 Live support bad mig sende til Support og D ocuments@pokiemate
02/04 @ 06:06 Jeg bekræftede modtagelsen af beskeden fra live support og sendte gennem dokumenterne til e-mails ovenfor. Det var nu 3. gang afsendelse.
02/04 kl. 14.23 modtog jeg en e-mail fra dokumentteamet, hvori jeg anmodede om at sende visse dokumenter igennem igen. Det er 4. gang, der anmodes
02/04 kl. 16.00 sendte jeg dokumenterne via e-mail for 4. gang.
03/04 Omkring kl. 16 talte jeg med live support, som sagde, at de stadig venter på 1 sidste billede, som jeg havde sendt til live support to gange og allerede mailet 3 gange.
03/04 kl. 17.51 modtog jeg en e-mail fra dokumentteamet, hvor jeg anmodede om et billede af mig med et af kortene. Dette er blevet gjort 5 gange nu.
03/04 @ 21.27 Jeg svarede på mailen og vedhæftede det, de har bedt om.
Mit problem er, at de bliver ved med at gøre dette og derefter annullerer min tilbagetrækning, så det starter tidsrammen igen. Det samme skete lige for min ven, som først har modtaget anden del af sin tilbagetrækning 11 uger senere. Men det casino kører ikke under en licens, så han er heldig, at han fik noget.
Jeg har spurgt om fortrydelsesfristen, og den antages at være op til 5 hverdage. Teknisk set fra min fortrydelsesanmodning er 5 hverdage i dag 04/04, men da de annullerede den på trods af at have modtaget papirerne 3 gange på dette tidspunkt, starter den automatisk igen. Jeg venter på, at de annullerer det igen uden grund og får det til at starte igen, da vi kommer op til 5 dage i morgen.
Ingen kan hjælpe mig, de siger alle. Vær sikker på, hvis dokumentteamet har brug for noget, vil de fortælle dig det, men det gør de ikke. Den første e-mail, jeg fik fra Pokie Mate, bad bare om 1 kort, som jeg brugte tidligere, og sagde, at de havde brug for en kopi for at kunne behandle min udbetaling med det samme, og siden da er det bare kommet ud af kontrol, og jeg er ved at miste min seje ret hurtigt nu, da jeg føler, at de bare tager p!@# fra mig.
Vi havde ikke dette problem, da jeg indbetalte, og de tog mine penge. Kun når jeg tager deres, som blev vundet retfærdigt og alle af T&C'erne.
Jeg vil meget gerne få din hjælp, hvis det er muligt, til at få min udbetaling udbetalt.
Tak 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
