The Pokies Casino - Тегленето на играча се забавя и възникват проблеми с акаунта.

To Whom It May Concern,

I am making a formal complaint against ThePokies172.net regarding what I believe is the fraudulent withholding of my NZD $1,000 withdrawal.

I requested the withdrawal on 29 July. It was approved and ThePokies172.net stated that it was processed on 30 July. After seven working days, the funds had still not reached my bank account.

I contacted support and was told there was no issue and that the matter would be referred to the finance department. After receiving no response, I contacted support again and was given several contradictory explanations.

I was asked to prove the payment had not arrived. I initially provided a bank screenshot but was told a PDF was required. I downloaded an official PDF directly from my banking app and supplied it. A representative named Matthew repeatedly claimed it was not a PDF and then claimed it was not an official bank document.

I asked Matthew for step-by-step instructions. I followed his instructions, despite them being the same steps I had already taken, but he continued claiming the document was not a PDF. I repeated the process again and took screenshots of every step to prove that I had followed his instructions correctly.

Matthew then demanded a statement beginning on 28 July. I questioned its relevance because the withdrawal was not requested until 29 July. He said he would not proceed without it, before eventually stating that the matter had been escalated to finance.

After several more days without a response, I contacted live chat again. Another representative initially said the document was the wrong file type. I uploaded the exact same PDF, and she then said it was "perfect" and was all they required.

When I explained that it was the same PDF previously rejected, she denied this and referred to my original screenshot. Fortunately, I had retained screenshots of my conversation with Matthew proving that the same PDF had already been provided. The matter was again supposedly referred to finance.

On 15 August, ThePokies172.net demanded further verification documents, even though my account was already verified and the withdrawal had already been approved.

After I provided proof of the earlier verification, I was told the name on my account was my nickname rather than my legal name. This is extremely concerning. I use Google Autofill for registrations, which contains my correct legal details, and I know I did not register using my nickname. I use that nickname only occasionally in informal emails.

I do not understand how ThePokies172.net obtained my nickname or why it has allegedly appeared on my account. All identification documents I supplied contain my correct legal information and match the documents originally used to verify my account.

ThePokies172.net verified my account, approved the withdrawal and stated that it had been processed. Raising a supposed name discrepancy weeks later appears to be another attempt to delay or prevent payment.

I require:

Immediate payment of the NZD $1,000;

The transaction, processor and payment-tracing references for the payment allegedly processed on 30 July;

A complete audit history showing whether my account name was changed, including when, how and by whom;

An explanation of how my nickname was obtained;

Preservation of all account records, audit logs, verification documents, transaction records and chat transcripts; and

A written explanation for the contradictory demands and delays.

I have retained screenshots, chat records, verification evidence and copies of every document supplied.

Unless this matter is resolved promptly, I will submit my evidence to the relevant licensing authority, payment providers, financial institutions, gambling regulators and consumer-protection agencies for investigation.

Account name: [insert]

Username: [insert]

Registered email: [insert]

Withdrawal amount: NZD $1,000

Requested: 29 July [year]

Reportedly processed: 30 July [year]

Withdrawal reference: [insert]

I expect a substantive written response. Another statement that the matter has been forwarded to finance will not be accepted as a resolution.

I have all the screenshots of everything when needed. The system will only let me upload some of them.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please send me a screenshot of the personal details in your casino profile, showing the name you entered when you registered your account?
• What types of games did you play to accumulate the winnings you've been trying to withdraw?
• Did you accumulate these winnings with or without a bonus?
• Which documents were you most recently asked to provide to the casino for the verification of your account, and when exactly did you send them to the casino?
• Are any documents in your account still pending verification?
• Could you please forward me the communication between you and the casino customer support regarding the discrepancy between the name in your account and the name shown on your identity documents? My email address is [email protected].

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

Dear icecold666,

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.

Could you please send me a screenshot of the personal details in your casino profile, showing the name you entered when you registered your account?

I don't have access to see my account details. I will send you a screenshot though of what I can see.

What types of games did you play to accumulate the winnings you've been trying to withdraw?

I was playing slots.

Did you accumulate these winnings with or without a bonus?

Without a bonus.

Which documents were you most recently asked to provide to the casino for the verification of your account, and when exactly did you send them to the casino?

Although I was already verified, I sent them all of the usual requested. ID, address, account verification. I provided all of them. All of the same documents have been accepted by multiple other casinos recently without any issue.

Are any documents in your account still pending verification?

No. They were all provided more than once.

Could you please forward me the communication between you and the casino customer support regarding the discrepancy between the name in your account and the name shown on your identity documents? My email address is [email protected].

You will have them within 5 mins at this email. Along with account info I have access to.

Dear icecold666

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, Lucia ([email protected]). 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,

Veronika

Hello icecold666,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear The Pokies Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lucia

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.