The Pokies Casino - El saldo del jugador desapareció.

I had $33000 on my account and I was playing the game werewolf megaways doing $10 bets when my balance started to decrease randomly hundreds of dollars every couple of seconds and within 10minutes my balance had gone from $33000 to $300 which even from my main menu page when I was not in a game continued to go down.

I have attempted to contact support through the chat service on their website without any response to the matter.

It's been over 48hr since this happened.

I did screen record.

My account details for my thepokies.net is

Alicia *******

*****@***.com

Pls help me.

Kind regards

Alicia *****

Dear alicianwoo,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Please allow me to ask you a few questions so I better understand the situation.

Could you please advise how long have you been a player of the casino? Did you accumulate your balance of 33,000 using bonuses or not? Is your account still open? Are you able to access the transaction history or your game history in the casino?

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,

Tomas

Hi, thank you so much for replying.

I've been with the casino since April 2022

No over a 30 minute time I had a few larger wins one being $3000 another was $36000 and a few other amounts I cannot recall which left me with a balance approximately $44000 from memory. which I did not have a bonus attached to my deposit I made prior to my win.

I immediately made the maximum withdrawal I could which is $9000 per 24hrs. Which was processed and I received the funds that same night.

And it left me with around $36000 I continued to play for a while and left myself with a balance of approximately $33500

Around 1.15am the following morning I logged back in and started to play which is when my balance started to randomly decrease, this even continued to happen when I was not in the game.

Yes my account is still open

No I am unable to see any transaction history of any sort.

I received this msg from them today (I will attach screenshots of their msg to me a d my response which I am still waiting of a

Thank u again so much

Sorry jusy following up as I haven't heard back from you

Thank you very much, alicianwoo, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.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.  

Dear alicianwoo,

I am so sorry to hear your funds have dissapeared. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a The Pokies Casino representative to join this conversation and participate in the resolution of this complaint.

Dear The Pokies Casino,

Could you please provide us with the player's game log? Please forward it to my email address: stefan.m@casino.guru.

Thank you in advance for providing the information.

Kind regards,

Stefan

Sorry just confirming that I attached the screen recording from when My balance started to disappear.

I'll attach it anyways. Pls take note on the time in each screenshot and tne amounts it is going down.

I still have not had a response from the casino and have continued to attempt to contact support with no luck

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.

Unfortunately, since we have not 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.

There is one more possible way how you can try to get your winnings back - to file a complaint with the gaming authority the casino is regulated by - Gaming Curacao. It is possible to file a complaint via the official website (http://www.gaming-curacao.com/) and use a "Contact" button or by sending your complaint to info@gaming-curacao.com. Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if it is needed. However, please note the casino's license is unverifiable, which means that the casino may operate without any valid gaming license and in that case, the regulator will not help you with the issue.

If there is any progress with your issue or you need help, please let me know at stefan.m@casino.guru.

I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Kind regards,

Stefan, Casino.Guru