This is my second withdrawal from this casino. The first took several weeks to be processed after all my documents were verified and then another 7 days before I received the funds from the payment processor but my second withdrawal is taking way longer. I had already verified my documents with the first withdrawal and the additional document to verify another bank account of mine was supplied and approved on 29th April with an email received account is fully verified.

I've had a different excuse and reasoning every time I've queried the status of the withdrawal with my 'VIP host', payments team and various agents via the live chat, but as they are apparently limited to the info they can see they then refer me to send an email to [email protected] and I have received zero response or acknowledgement from this team so I'm worried I won't even receive the funds this time...

I actually started this withdrawal on 2nd May when I successfully withdrew $500 (which means it sits pending until reviewed/approved and then processed). But after waiting 10 days it still hadn't been reviewed so on the 12th May I cancelled it and played some of the funds again then made further withdrawals repeating this process many times until 16th May when again I successfully made another withdrawal of $650 (see screen shot and emails attached). I have not touched these funds since the 16th (but have made further deposits since) and the withdrawal is still showing under my account as 'pending' since this date.

The T&cs on their site stipulate 'All withdrawals requested to Pokie Place are approved for payment (once any bonus requirements are met) within 3 business days and paid to your account within 7 business days (usually much faster) from that date." to which this withdrawal has already far exceeded this time frame. I also note they go on to say "Members of our VIP Program get a wide variety of perk, some of which include higher deposit limits and faster withdrawal timeframes."

As I've received a number of different responses from their online chat agents with nothing reassuring me if or when my winnings will be received, and the current time frames waited well exceeds their T&cs I'm hoping Casino Guru can assist me please??

Dear Melstar77,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please advise if you’ve accumulated your winnings with or without an active bonus? Is the withdrawal still pending in your account or it has been processed already but never reached you?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but more than a month is really a long time.

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

Best regards,

Petronela

Thank you very much, Melstar77, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Melstar77,

I looked at your complaint and will do my best to help you. I would like to invite Pokie Place Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

Just letting you know I have just received the attached email from Pokie Place advising the funds have been released. I'll confirm again if/when I actually receive the funds.

It would be appreciated if you could find out what the issue causing delay with payments actually is though as they still won't give any further information...?! Cheers

I have received the payment today thanks everyone!!

Dear Melstar77,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam www.kpvfaw.com