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Dear andersonttt,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with The Pokies Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Do I understand correctly that you received withdrawals from the casino before?

Could you please specify if you accumulated your winnings with or without an active bonus?

Has the casino confirmed that they sent the money to you?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Do I understand correctly that you received withdrawals from the casino before?

yes, I have received from them before and always to the same account.

Could you please specify if you accumulated your winnings with or without an active bonus?

they were normal winnings, not related to a bonus

Has the casino confirmed that they sent the money to you?

No, they have though after reviewing their transactions and and my bank statement identified 2 withdrawal requests which they also asked to confirm my banking details were correct for those specific two withdraws.

Thank you very much, andersonttt, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi Peter, I have actually narrowed down the exact date and transaction the original request has the incorrect dates

Hello there,

Thank you andersonttt for providing us with all the information. I hope we'll be able to resolve this issue together. You can share any additional information to my email. (peter.c@casino.guru)

I would now like to ask The Pokies Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

Hi Peter,

I first raised the issue around the middle of Feb 2024.

Summary

There are multiple payments over January & February

I keep a detail journal of withdrawal request & reconcile them against my bank statement.

I have identified 2 missing payments totalling approx $19,000.00 by simply adding the total request made minus total bank deposits received = Missing Amount.

I received a detailed transaction list from thepokiesnet so I could further reconcile.

The attachment provides this in detail

1. My withdraw requests
2. My bank statement
3. The Pokies.net processed records

I have pretty much completed their work for them but it has taken over 6 weeks.

I have provided them with all this information + screenshots.

The 2 missing amounts of $9000 each are highlighted in Red

1. 23/01 withdraw request which they apparently processed which I did not receive as shown on my statement.
2. 12/02 withdraw request which they apparently did not receive.

I have a finance background as you can tell.

Any questions please reach out

Attachment

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.

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. 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 might 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. In the meantime, I recommend you contact the Gaming Curacao Authority (http://www.gaming-curacao.com/) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter

We’ve reopened this complaint at the request of The Pokies Casino. We have received the following message:

Hi, andersonttt,

We are currently investigating the internal circumstances and will provide you with additional information and next steps shortly. Thank you for your patience.

Thanks once again for the response and once again for looking at the incorrect dates.

i have attached the file / photo for your reference again. This is the 5th time you have gotten the dates wrong!

please refer to attached.

The easiest way to work this out is to look at my total withdraw request amounts vs total amounts you have sent. There maybe a difference in dates and matching to those exact transactions but the totals don’t match

Your site doesn’t have a log of withdrawal request.

Kyle was nice enough to send me your records of sent transactions. The dates to which a person withdraws vs the day that funds are received vary as your payments are inconsistent for what ever reason. It could be anywhere between 1 up 14 days. As a result the log I have attached to match your sent transactions is as close to approximate as can be due to the reasons above it could mean they don’t match 100%. With this said the easiest and simple method is to compare my total withdrawal amounts vs what I have received in my statement and there will be a total of 2 x $9000 totally 18k in unaccounted for. I await your response

Our agents connected you once again to try and get to the bottom of this situation and we are waiting for your response. Feel free to comment back here in case it's still not resolved later on.

I have replied 2 days ago waiting on your response

Replied on Monday 6th May, awaiting response..

5 days…still waiting for a response