I played at pokiespins and thought I'd won. I went to withdraw NZ$2000. I recieved an email to say my withdrawal had been cancelled due to placing to higher bets while playing bonus wager. I disputed this and went to check my play history. I had been playing for nearly 3 days. Up to 5.5k and down to $200. Then up to just over $2000. It took a long while to scroll right back. There was 15hours of game play missing from history. I knew this as the game that was showing wasnt the first game I played. I contacted live chat to see what was going on and requested all of my game history be emailed to me. The guy said they werent allowed to do that nor give out any infomation. I told him exactly what was hsppening and he told me the auditors wouldnt allow any info and their decision was final. I requested that I speak to an auditor which was denied. They said the time i thought was missing wasnt. It was due to time differences between countries. I told them not a 15 hour difference and explained it wasnt even the game I played from the start. They wouldnt offer any other explanation. I do have screen shots of my last conversation but ill add them when I can get to my desktop computer

Dear Mike,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue and understand your frustration. I carefully checked the Bonus Terms on the website, and this is what I found https://www.pokiespins.com/en/terms-and-conditions:

?Players are allowed to place single bets lower than 20% of the total value of the Active Bonus credited and should not exceed 8 EUR, 8 USD, 8 AUD, 8 CAD, 8 NZD, 80 SEK, 80 NOK (as applicable). Therefore, placing a bet of 8 EUR while there's an Active Bonus of 100 EUR in effect is considered acceptable practice. VIP players are allowed to place single bets lower than 30% of the total value of the Active Bonus credited and should not exceed 15 EUR, 15 USD, 15 AUD, 15 CAD, 15 NZD, 150 SEK, 150 NOK (as applicable). Please note that your VIP level is defined by the casino's own discretion."

Could you please advise about your player’s tier/level?

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not a standard practice yet. You were not stopped or blocked when you decided to increase your bet, and, as a result, you breached the maximum bet rule.

If you are aware of placing higher bets then the allowed ones, sadly, there is not much we can do to support your case at this time. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed.

Please do not hesitate to forward your game history along with any relevant communication to [email protected] if you feel that you’ve been accused mistakenly, otherwise, I will be forced to reject your complaint. Thank you in advance for your reply and understanding.

Best regards,

Petronela

I never bet higher than the allowed on a bonus. Pokiespins lost 15 hours of my game history. I had won $3000 even b4 I accepted the bonus and they took it all. I requested they email my play history as I couldn't access it but they refused. They couldn't explain where my play history had gone and why I couldn't access the missing 15 hours. It was in that time my alleged offending took place. They were very rude and without any help to resolve they just said their decision is final .. case closed.

Thank you very much, Mike, for your reply. I will now transfer your complaint to my colleague Martin 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 Mike!

I will be taking care of your complaint. I would like to invite PokieSpins Casino into this discussion to help us resolve the issue.

Yes thats fine by me. As they refused to send me an email with my game history and they wouldn't tell where it had gone as I couldnt access it. I started playing at around NZT 9pm on the 31.12.2020 and as far back as I could go was game time 1pm 01.01.2021 If I Breached bonus rules as they say and as they took $2000 to set things straight then I feel I should be taken back to when I had over $3000. and be reimbursed that amount. But the missing game history with their allegation doesn't stack up. And there wasnt any willingness on their part to resolve this. It was their decision is final and thats where they left me.

If there isnt any response from the casino where do we go from there. I suppose they get away with doing the dodgy to me and many others. If they feel so strongly that they have acted in good faith then like I said if they wont give me the winnings i am due$2000 I would be more than happy to take the $3000 jackpot I think it was that I won. But like i said if they dont reply then ill probably get nothing which sux as I played for a very long time over 3 days.

We would like to ask PokieSpins 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 will have negative impact on the casino's rating.

Since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

I sincerely hope you won’t come across a problem like this again.

The casino can reopen this complaint anytime.