The Pokies Casino - Das Spielerkonto wurde geschlossen und das Guthaben eingezogen.

Had withdrawal pending requested more info kyc not my first withdrawal either submitted as requested was told all was fine withdrawal was processing so deposited again to have my whole acc blocked and the just deposited money n withdrawal seized

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Dear Kkc85,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. 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.?
• Have you lost access to your account directly after submitting the documents for the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Lost access once submitted documents and was told my documents was fine and I’d recieve my withdrawal soon and congratulations then they banned my acc I play slots and was win without a bonus not to mention it took 4 days after requesting the withdrawal for them to do this also allowed me to deposit to my acc 5 mins prior to banning me taking the deposits as well so it’s a 500 withdrawal and 200 in deposits

It took 4 days once I submitted the document for them to request proof of address not using the bank system yet they have my drivers license as well same address many withdrawal and deposit no issue ever been using site for 5 years now

Any updates

Dear Kkc85, could you please forward all documents you provided to the casino for verification, along with any communication between you and the casino’s customer support? You can send the information to my email address: attila.g@casino.guru.

Thank you very much for your patience and cooperation.

I have forwarded you the emails sorry it took a bit my phone is not the best so had trouble sending them and had to do it individually

Dear Kkc85,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Jana (jana.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Dear Kkc85,

I sincerely regret to learn that your account has been blocked. I will reach out to the casino promptly in an effort to resolve this matter as quickly as possible. Additionally, I would like to invite a representative from The Pokies Casino to join this discussion and assist in addressing your concerns.

Dear The Pokies Casino,

Could you please clarify the reasons behind the player's account blockage? Furthermore, I would appreciate it if you could provide any supporting evidence related to this issue. You are welcome to share your statement and any relevant documentation here or send it directly to my email at jana.k@casino.guru.

Thank you in advance for your cooperation in providing this information.

Kind regards,

Jana

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.

They won't respond they are in the business of stealing from people

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

We’ve reopened this complaint at the request of Kkc85. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Kkc85,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

What am I required to do I thought your waiting on casino response

Dear Kkc85,

We have reopened your case in response to your request. If you have any evidence, emails, or other information that could assist us in moving forward, please feel free to upload it here or send it to jana.k@casino.guru.

Dear Kkc85,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Jana
Casino.Guru