I have not been paid for a withdrawal I made on the 18th May 2021. My account has been verified and bonus requirements met. For over 4 weeks their excuse is due to an issue with their payment provider. Their customer service provides me dates that never are fulfilled and then it gets pushed out by a week.

I am sorry worried that I will not be payed as they cannot commit to a date. I have a alot of correspondence from the live chat transcripts plus emails to their payments team.

Dear Philip,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Have you ever made a successful withdrawal before, or was this your first attempt?

If there is any other important communication between you and the casino, please forward it to [email protected].

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,

Kristina

Hi Kristina,

Thank you so much for your prompt response. This is my first attempt and I can confirm the following:

account is verified

bonus requirements met

bank details provided

Thank you very much Philip for your reply. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Dear Philip,

I’m sorry to hear about your delayed withdrawal. I’ll contact the casino representative and see if I can help.

I would like to invite Pokie Place Casino to join this conversation.

Dear Pokie Place Casino,

Could you please indicate the current status of Philip's withdrawal request and let us know when can Philip expect to receive his funds?

For the records they have disabled my live chat so there is no way I can make contact directly and follow it up. This is very frustrating and disappointing.

Dear Philip,

Unfortunately, we have not received any response from the casino regarding the issue.

We would like to ask Pokie Place 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’.

Hello Philip,

Our deepest apologies on for the delays.

The withdrawal was approved and paid on 6-24.

Standard time frame to clear is from 1-7 banking days.

Thank you,

Pokie Place

Hi Casino Guru,

I can confirm I have received just the funds and I greatly appreciate this service you are providing. The support and platform from the Casino Guru has been truly exceptional. I honestly feel this has contributed to me finally receiving this payment and I have now noticed they have enabled my live chat.

Unfortunately I cannot say the same of Pokie Place Casino. Its been six weeks of total frustration. To disable someones live chat so they cannot follow up the status of a pending withdrawal is a deplorable act. Please also note that I have received an email saying the payment issues are still not resolved.

Good Day Philip

Thank you for feedback and confirmation that you payment was received.

Pokie Place has opened an investigation to look into the live chat issues you experienced, this should not have happened and is certainly not intentional.

On behalf of the Pokie Place team, we do apologize for any inconvenience this may have caused.

Thank you again for your feedback and we do hope you will continue to play our awesome selection of games.

Kind Regards,

Pokie Place

Thank you, Pokie Place Casino, for your cooperation,

and thank you, Philip, for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been resolved, we will now mark your complaint 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.

Best regards,

Andrej, www.kpvfaw.com