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I am filing this complaint against Pokies.net (operated by Digibrite SRL), regarding unpaid winnings of $11,628.

Over two weeks ago, I won this amount and have since provided clear screenshots and all requested evidence. However, instead of processing my withdrawal, the support team has repeatedly delayed and avoided the issue. I’ve spent over an hour in live chat, only to be asked to record a video of a game glitch — an impossible request after the fact.

To make matters worse:

They closed my account (at my own request), but previously reopened it when I needed access to gather evidence.

Now they claim the account cannot be reopened for 7 days, despite having done so earlier.

They recently claimed that a payment of $257.20 resolves the case — but that is a separate, unrelated payout and does not address the full amount I’m owed.

In Summary:

I have fully cooperated with their requests.

Their responses have been inconsistent, evasive, and dismissive.

They are refusing to pay a legitimate balance that I can prove.

They claim to be regulated by PAGCOR, and I intend to escalate this there if not resolved.

I am posting this here to warn others and seek CasinoGuru’s help in mediating a fair resolution. This experience has been extremely frustrating and unacceptable from what should be a reputable gaming platform.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with The Pokies Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Did the casino withhold any withdrawable balance when closing your account?
• Could you please explain what is the root cause of the discrepancy between the casino's claims and yours?
• Could you please share with me your communication with the casino regarding the issue and any supporting evidence? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hi Tomas,

Thank you very much for your response and for taking the time to look into my complaint. I really appreciate your support.

Here are the details you requested:

How long I’ve been a player & account block date:

I had been a player at The Pokies Casino for several months. My account was voluntarily closed on 08/07/2025 after I raised concerns about missing winnings from a specific game session.

Games played:

I primarily played slot games, including Sugar Rush 1000, which is the game I was playing when I encountered the issue in question.

Bonus usage:

No, I did not use a bonus to achieve the balance or winnings during the session in question. All gameplay was conducted using deposited funds.

Withheld balance:

Yes, I believe The Pokies Casino withheld a winnable amount of $11,628.00, which I saw displayed on my screen during the Sugar Rush 1000 session on 15/06/2025 at approximately 4:15 PM AEST. However, the casino has since claimed no such win occurred and instead reported a net loss of $0.75.

Root cause of the discrepancy:

The main issue is that I visually witnessed the win appear during the game session, yet the casino now claims there is no record of it. I suspect this could be due to a system glitch or data logging error, but the casino has not provided sufficient game logs or transparency to confirm what happened.

Communication & evidence:

I will forward all email correspondence with The Pokies Casino to your email address at tomas@casino.guru, including my original complaint, the casino’s responses, and my confirmation of the account details used during the disputed session. I also have a screenshot from the session (if you have one, mention it here), which I will attach for your reference.

Please let me know if you require any further details or documentation. I’m eager to resolve this matter and am very grateful for your assistance.

Kind regards,

****

[removed by casino.guru admin]

Thanks for the provided information.

I apologize; however, we can't conclude that the winnings are withheld by this casino based on the provided evidence. One of the screenshots showing an error refers to a different casino, and your proof of win doesn't refer to any website.

Were you able to reopen the account and gather more information?

Please let me know if there is any other evidence to support your claims.

Hi,

Thank you for your response.

To clarify, the Royal Reels error screenshot was sent by mistake. The actual win of $11,628 on Sugar Rush is from ThePokies.net, as shown in the screenshot I provided. This win is genuine, yet the casino has not updated my balance or paid out the winnings.

Although they have since unblocked my account, I am still experiencing the same technical malfunction—when trying to access my bet history and replays, I continue to receive a blank screen. I have sent them screen recordings showing this issue.

Despite knowing that their system prevents me from retrieving the necessary information (bet ID and replay), they continue to deny both my winnings and any refund, simply stating that they have no record of the win.

At this point, I feel I am being unfairly dismissed due to their technical errors. Please let me know how I can proceed from here.

Kind regards,

******

Thanks for your reply.

Since your account is open, kindly access your game history and provide a current screenshot with winnings visible to support your complaint, following this example:

I apologize for the inconvenience.

Hi Tomas

Thanks for getting back to me will send you a screen recording of my game history and replays I am unable to access both and have made thepokies.net aware of this but they have don’t nothing to fix it.

Thanks

Claire

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Ok thank you

Dear craire,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

As part of our standard procedure, I would normally invite a representative from The Pokies Casino to join this conversation. However, since they have not yet registered a representative account on our platform, they are currently unable to respond directly within this thread.

Additionally, I want to be transparent that The Pokies Casino currently holds a low safety rating and has a poor track record in addressing player complaints. While this means the likelihood of a favorable response may be limited, I have reached out to their official support team through available channels to request assistance with your issue. I am awaiting their reply and will keep you informed of any updates.

Lastly, regarding your intention to escalate the matter to PAGCOR - unfortunately, the casino’s claims about its licensing are not accurate. PAGCOR no longer provides offshore licensing services, having discontinued them in December 2024.

Thank you for your understanding and patience throughout this process.

Best regards,

Kubo

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.

Hi Kubo, can we please have the player's email, so we can investigate the situation?

We looked into the case again and followed up on the ticket that was opened regarding the player's complaint. As in the past, we couldn't find any bets or wins matching the description from the player. Our platform provider checked and could not find this win in the system. The screenshot the player sent was not enough evidence as it could have been doctored, so we asked for a screen recording but the screen recording showed no big wins either.

Dear The Pokies Casino,

Could you please provide the player’s gameplay log for the period from June 10 to June 20 in order to substantiate your claims? You may send the file in XLSX, CSV, or any other convenient format to my email address at jakub.m@casino.guru.

Thank you for your cooperation.

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.

Hi Kubo, just sent you an email with the player's gameplay.

Dear The Pokies Casino,

Thank you for providing the requested game log. I can confirm that the win in question has indeed not been recorded.

You mentioned that the matter was reviewed by the platform provider. Could you please clarify whether this means the issue was raised directly with Pragmatic Play? If so, would it be possible to share any correspondence or confirmation from the provider verifying that the win did not appear in their server records?

Thank you for your cooperation.

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.

Hi Kubo, yes, our platform provider checked directly with the game provider. However, such communication is strictly confidential, hence we can not provide Casino Guru with further documentation. Also, the player has not been in touch with us recently.

Dear craire,

After carefully reviewing the evidence submitted by the casino, we are unable to uphold your claim regarding the winnings in question. The casino has presented strong evidence confirming that these winnings do not appear in the official records of the game provider. While it remains unclear why this amount appeared in your Latest Wins list, the server logs show no record of such a win. Unfortunately, the screenshot you provided is not sufficient to counter the official game logs, which demonstrate the opposite.

For these reasons, I must reject this complaint as unjustified.

I understand this is not the outcome you were hoping for, and I’m sorry we could not provide a more favorable resolution. Please know that if you experience any other issues with this or any other casino in the future, you are always welcome to contact our Complaint Resolution Center, where we will be glad to assist you.

Best regards,

Kubo