Good morning,

since the 5th of November I have been trying to make a withdrawal from the Pokie Place casino.

The cashout option is unavailable and does not allow you to submit any requests.

After contacting the support in the chat, they indicate that this is an identified problem to try again in a couple of hours. It never worked. Reported by email (no response).

I was then instructed in the chat to make a withdrawal request by email. So I did, but got no response.

I went back to chat with support and once again they tell me the unavailability of withdrawal to try in a couple of hours.

Can you help? I can resend mails sent to the casino.

Bom dia,

desde o dia 05 de Novembro que tento efetuar um saque no casino Pokie Place.

A op?ao de saque está indisponível e n?o deixa submeter qualquer pedido.

Após contacto com o suporte no chat, indicam que se trata de um problema identificado para voltar a tentar em um par de horas. Nunca funcionou. Reportei por mail (sem reposta).

Foi-me ent?o indicado no chat para efetuar o pedido de saque por mail. Assim o fiz, mas nao obtive qualquer resposta.

Voltei a falar com o suporte no chat e mais uma vez me indicam a indisponibilidade de saque para tentar num par de horas.

Podem ajudar? Posso reenviar os mails enviados para o casino.

Dear Li1979,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, and contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

Could you please advise if you have been informed about any alternative method to withdraw your winnings? Was your account verified successfully in the past?

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

Good Morning! Thank you in advance for your willingness to help me in this situation.

I made the deposit by Mastercard. Depending on the support, I can request a withdrawal by bank transfer.

My account has been fully verified and confirmed by email.

The problem is that the site has the cashout option unavailable at least since November 5th, making my request impossible.

And by mail they never replied.

Chat support constantly tells you it's a problem, so try again later... or order by mail.

Bom dia! Desde já agrade?o a vossa disponibilidade em ajudar-me nesta situa??o.

Efetuei o depósito por Mastercard. Segundo o suporte posso efetuar o pedido de saque por transferência bancária.

A minha conta foi totalmente verificada e confirmado por mail.

O problema é que o site está com a op?ao de saque indisponível pelo menos desde 05 de Novembro, tornando impossível o meu pedido.

E por mail nunca responderam.

O suporte no chat diz constantemente que se trata de um problema, para tentar mais tarde... ou efetuar o pedido por mail.

Good morning, I took the liberty of sending you 2 screenshots (one of the chat conversations with support + confirmation of verification of my casino account).

Thanks again for your help.

Bom dia, tomei a liberdade de lhe encaminhar 2 prints (uma das conversas no chat com o suporte + a confirma??o da verifica??o da minha conta do casino).

Agrade?o mais uma vez a vossa ajuda.

Thank you very much, Li1979, for providing all the necessary information. I will now transfer your complaint to my colleague Adam 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 Li1979,

I have reviewed your case and will now try to contact the casino to see if I can help.

I would like to invite Pokie Place Casino to respond and participate in the resolution of this complaint.

Pokie Place,

Please respond and explain how it is possible that a player from a supposed restricted country could have their account fully verified?

Hello Li1979,

It does say in the terms and conditions that the casino is only for players from a few specific countries:

"1.6: Players that reside in countries Australia, New Zealand and Canada are eligible to register for an account at Pokie Place. We reserve the right to modify this list of eligible players and disallow jurisdictions at any time."

That being said, as they have accepted your deposit and verified your account we believe that you should be paid your winnings.

Thank you so much Adam. I hope the casino responds.

Muito obrigada Adam. Espero que o casino responda.

Hello,

today I received an email from the casino telling me that I should create a Pokie Place 3 casino account for my balance to be transferred.

And that I could make the withdrawal there.

I did so and already replied to the casino.

Olá,

hoje recebi um mail do casino com a indica??o que eu deveria criar uma conta no casino Pokie Place 3 para que o meu saldo fosse transferido.

E que aí puderia efetuar o saque.

Assim fiz e já respondi ao casino.

Hello Li1979,

That's good to hear, please keep us updated on any further developments.

Good Morning!

Just to inform you that I received an email from the finance department with confirmation of acceptance of my withdrawal request.

Ask to wait for the bank transfer to be processed. ??

Bom dia!

Só para informar que recebi um mail do departamento financeiro com a confirma??o da aceita??o do meu pedido de saque.

Pedem para aguardar o processamento da transferência bancária. ??

Hello Li1979,

That's great news! hopefully, you will receive your payment soon. Please let us know when that happens, I will extend the timer to 7 days.

Good morning,

I inform you that my withdrawal request is no longer pending with yesterday's date. (December 6th). But still without the money in the account... Let's see if it's this one!

Bom dia,

Informo que meu pedido de saque deixou de estar pendente com a data de ontem. (06 de Dezembro). Mas ainda sem o dinheiro na conta... Vamos ver se é desta!

Hello Li1979,

Thanks for the update, I will extend the timer again. Hopefully, you will see your payment in your account. Please continue to keep us informed of any developments.

Good morning, due to the delay in my payment I got in touch with the casino via chat. Let me know that payment has been sent and that it may take 10 -15 business days. Do you think this time for processing a withdrawal is normal?

Bom dia, devido ao atraso no meu pagamento entrei em contacto com o casino via chat. Indicar-me que o pagamento foi enviado e que pode demorar 10 -15 dias úteis. Acham normal este tempo para o processamento de um saque?

Hello Li1979,

It’s quite usual for withdrawals to take from a couple of days to a couple of weeks to get fully processed, but we will keep this complaint open until we hear you have received your payment. Hopefully not long now!

Hello Li1979,

Has there been any further progress?

Hello! I questioned the casino today and the answer was that I have to wait.

Ola! Questionei o casino hoje e a resposta foi que tenho que aguardar.

Hello Li1979,

It may be that the withdrawal is taking longer due to the time of year, I will extend the timer to allow for this. Please continue to keep us updated in the meantime.

Hello Li1979,

Has there been any progress with your payment?

Hello Li1979,

That's great news!

I'm glad to hear that your issue was resolved. I will now mark the complaint as 'resolved' in our system.

Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.