Pocketwin Casino - Deactivated my account and declined my payment

posted on June 24, 2015.

I joined pocket win on the 14th of June I used my 5pound free play and did not win. The next day I received a message saying if I downloaded a game I would have £3 pound free play I ended up winning over 100 pound but I withdrawed £90 to my account.
The same night I won they called me from the following number 01384 888100 congratulating me on my win and asked for proof of u identity so I sent a picture of my drivers license. Then a few days later on the 19th they messaged me saying they needed additional information so I sent a copy of my bank statement even though I was told the copy of my license was all they needed.
We was then told that everything should be fine. On the 21st I deposited £5 from my wife's PayPal account and the reversed my withdrawel and tried to withdraw it to our PayPal account hoping to get the money quicker. But the option to use PayPal completely went off. So we called them and they explained that because it was in my wife's name that I couldn't withdraw to the PayPal account. But I can withdraw to my bank account and as they already have the information it would take 3-5 days I asked if using the PayPal will effect my winnings and I was assured it would not. But I would not be able to make withdrawals to it.
Now today the 24th when the winnings should be in my bank I've received this message "Please contact support to discuss your casino account. Please Text SUPPORT to 88600 and we will call you back for free, or call us on 01384 888100. Thank you, PocketWin Support" I tried logging into my account to request a call back and it said my account had been deactivated. When I called I was told I wouldn't now get my winnings as I deposited from my wife's PayPal account even though I was assured that it would NOT effect my winnings.

posted on June 28, 2015.

Any update considering your complaint? Thank you.

posted on June 28, 2015.

No update yet
Still waiting for a reply

posted on November 3, 2015.

This case has been reopened upon casino’s request and we would like to give it one more chance for a successful resolution.

posted on November 4, 2015.

Dear Mike,

In our terms and conditions section 8, 55, c & d:

Section 8: Account Suspension and Closing Accounts
55. We reserve the right, at our sole discretion, to suspend or close a Player Account and to void any withdrawals and remove any balance (being cashable credit, bonus credit or both) in a Player Account in any of the following circumstances:
c. If the name registered to a Player Account does not match the name on the debit or credit card(s) used to make deposits into the Player Account;
d. If the name on the Player Account does not match the name on the phone bill or any other depositing method used to make deposits into the Player Account;

On this occasion a deposit was made under a different name which is a breach of our terms and conditions and is why the money was withheld.

Kind Regards

PocketWin Support

posted on November 7, 2015.


Are you satisfied with casinos response, can we close this complaint?

Please be advised that in case you fail to respond within the given time frame we will consider this case as resolved and closed.