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Thepokies86.net will not pay my winnings and refuse to pay out the $10,000 I won after putting $100 in.

I played $100 last night on thepokies86.net and won $10,000 dollars. I cashed out $9,000 and left $1000 in the balance. I’ve woken up this morning and tried to access my account and they have permanently blocked my account. I have spoken to a representative at the site and they advised my account details was flagged for fraud??? The card I used is in MY name and MY husbands name. The site have accepted thousands of dollars from me and the one time I hit a win they refuse to pay me and have blocked my account. They have also refused to tell me the proper dispute process and just told me they can’t do anything and ended my chat. They are refusing to send me any transcripts of conversations, formal transcript of acccount closure and also account details and win details on the account they have closed. Please help.

Dear jasminetevaseu18,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with The Pokies Casino.

I checked the conversation you uploaded and it seems the casino is aware of a chargeback conducted on an account you used for a deposit or a withdrawal.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Are you aware of requesting a chargeback of your deposits in this or any other casino?
• Have you made any successful withdrawals from the casino in the past?

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,

Tomas

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Hi I am not aware of a chargeback. Can I request to know what day? I can speak to the bank to understand who they spoke to but I have not requested any chargeback and I have made multiple withdrawls in the past hence why the account closure and refusal to withdraw my winnings is shocking. I did report a fraudulent activity happen on my card a few months back in relation to a payment of $200 in relation to a payment made via payid to a local account in Australia and not a casino site and also not to the pokies.net site as I was aware these payments were payments I made towards website through the card I use to make my transactions. I’ve used account for years without any issues so this has surprised me and disappointed me.

Thank you very much, jasminetevaseu18, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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, jasminetevaseu18,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in the resolution of this complaint.

Dear The Pokies Casino team,

Could you please provide us with an explanation of the player's situation in more detail? Why has her account been blocked/closed and the winnings confiscated? What steps should the player take to unblock the account and/or gain access to the disputed winnings?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with any evidence or a reasonable explanation?

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Hi, jasminetevaseu18,

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

Dear The Pokies Casino team,

Feel free to let us know about any news or updates. We are waiting for the requested.

Or, should you contact the user directly regarding the matter?

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.

Hi Player jasminetevaseu18, as mentioned, your account was banned due to charge back. The charge back list will be provided to us from the provider. So those are the list of players who have conducted a charge back or a disputed transaction, and when the player is listed in the file, that's where the account would be closed and the winnings / remaining balance would be forfeited. Unfortunately, there is nothing that could be done to unblock the account.

Hi so I’m looking through transactions and realised the reason why a chargeback was requested on this card was because this card was used on another pokies.net account which was not this account in question. If you look at transactions on the card and cross reference to the account that has been closed you will see that there was no action on the account at the time and this card was being used on a different account that is not mine.

can you please look in to this

Dear jasminetevaseu18,

Can you please explain in more detail what was the reason for using the same payment method on another casino account? Who does another account belong to? Is it still active? What happened with that account?

Are you aware that using your payment method in another account may arouse suspicion of multiple accounts, which means a serious breach of the casino's rules (as well as chargebacks)?

Dear jasminetevaseu18,

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.

Hi I am unsure of who’s account is using this payment method but when querying with bank they had advised money was going to possibly same vendor or another gambling site. This is the only account that is active that should have been using this card. If pokies.net can do the investigation and see if another user has had access to this card and also they would be able to see that when chargeback was requested that was because this account had not made any deposits from the card at the time money was being taken from this card.

Hi jasminetevaseu18

(i)After thoroughly reviewing your case, we have confirmed that a charge back was processed against your account.

(ii)We understand that you have stated that you did not conduct any charge back. However, our records indicate that a charge back was indeed initiated. It is essential to ensure that all transactions made in your account are authorized and legitimate.

(iii)Our policy on chargebacks is stringent to protect the integrity of our platform and to prevent fraudulent activities. Therefore, unfortunately, we must stay firm on our decision to close your account.

(iv)We appreciate your understanding in this matter and regret any inconvenience this may have caused.

Thanks.

No that’s not good enough. You haven’t really outlined the investigation on your behalf. Yes a chargeback was requested but reason being was because another pokies.net account was using my payment details on an unauthorised account.

Also if you had flagged my account as fraudulent why did you continue to take my money months after the initial chargeback. If you will not give me my rightful winnings then why don’t you refund my money you continued to take after the first chargeback.

pokies.net you are so disappointing. Being with you for years and your integrity is zero especially to players who have put in thousands and thousands of dollars, you have not done a thorough investigation on this matter and keep outlining your policy as if I don’t already know. The matter at hand is not just a simple chargeback issue. A chargeback was requested due to another account using my card details! Investigate it!

Dear The Pokies Casino team,

It would be great if you could provide us with the following:

• are we talking about the user's disputed account at The Pokies Casino? Can you prove it?
• complete transaction history (deposits/withdrawals) from the player's disputed account with highlighted transactions that were disputed/charged back
• confirmation or official statement about which exact transactions (date and times) were disputed or charged back (the above-mentioned chargeback list from the provider with the transactions/chargebacks related to the complainant's payment method and casino account)
• if the user had another account at the casino - details of any linked casino account(s) that used the payment method in question or made a chargeback + when it was done and what was the other activity on such account(s)

I am afraid that without the relevant supporting evidence, unfortunately, we cannot move anywhere.

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

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.

Hi,

We will provide you with an update once our support team have finished reviewing the case.

Thanks

Dear The Pokies Casino team,

Feel free to let us know once you have all the necessary details regarding the matter.

Please note it is already approx. 1,5 months since I have asked you for supporting evidence, and nothing else besides your insufficient explanation has been provided yet. The timer will automatically be extended once again after 7 days from now. However, it will be the last one. If nothing relevant is provided until 2 weeks from now, I will be forced to think about complaint closure, but not in the favour of the casino.

Thank you for understanding.

Excuse me this is not even the account in question. The account in question is Su**********23@gmail.com You just provided information on my sister Olevia T******* who in fact is my legal sister which I can send her ID. My sister Olevia and cousin Jasmine play on your site. We all have different legal ID’s. Which I can provide through here.

This is still not addressing the chargeback made which was not matching to any records on this account in question which I have asked for. Associated accounts? All ID’s have been provided for the listed accounts so why are you penalising my account.

Thank you very much, The Pokies Casino team, for your help and cooperation, especially for reconsideration of providing the details and for all the details themselves!

Dear jasminetevaseu18,

I think everything is clear now. Now I understand why you avoided answering my questions regarding another casino account that made a chargeback. You had to be kidding us expecting the casino would pay out your disputed winnings under such circumstances.

For the obvious reasons, stated by the casino above in detail, we are rejecting the complaint. The casino acted in accordance with its terms and conditions.

Best regards,

Branislav, Casino.Guru