Pocket Fruity Casino - Delayed payment

RESOLVED
posted on October 12, 2015.

I have been waiting 4 days for them to process my withdrawal and send to my bank for payment, they have now asked me for a ridiculous amount of verification data in odd formats like pictures of documents etc instead of scanned copies. They had no problem taking my money without this if don't want to pay out the £100 I won. Also their phone line is a scam. No one ever answers and it goes to voicemail from which they never call you back, their phone line is a premium number I called 5 times without reaching anyone and my bill for those calls is over £5.. Stay well clear of this casino it's a joke at best and possibly a scam

posted on October 13, 2015.

Dear Lazarus77

Thank you for your feedback and giving us the opportunity to respond to your complaint.

Firstly, I’m pleased to advise that your £100 withdrawal was processed by our payments team earlier today and we have emailed you to confirm this. This withdrawal required additional verification as your account failed it’s initial security verification checks upon registration (this is explained in more detail in our email to you) – these required documents are part of our regulatory requirements and common place within the Online Gambling industry.

I’m sorry that you have experienced problems coming through to us via telephone, our Customer Services team are open 7 days a week from 9am-9pm – during times where we are extremely busy the telephone will default to an answering service to avoid unnecessary queuing and we also offer a live chat facility. Our records show that you did speak to our customer services team, via telephone, yesterday who advised you of the verification procedure which you subsequently sent us enabling us to process your payment. I’d also like to clarify that we do not use a premium rate phone number and there should be no reason why you should be billed £5 – if you want to send us a copy of your phone bill, showing calls to our number and associated costs, then we can look into this for you with the view of refunding them.

I hope this has fully resolved your query, please feel free to contact us at [email protected] if you require any further information.

posted on October 14, 2015.

I'm not sure about the failing verification statement here, however I will give you the benefit of the doubt. On checking today my phone bill is nearer £8 with vat still to add and that's just from quickly connecting to your auto message and one conversation with a person, if that's not premium ok, again I will take your word for it. Thanks for the offer to reimburse the calls I get my itemised bill on the 26th I will send to you with highlighted items for calls to you, I can see it now on the app, but for your records the itemised bill im sure is more appropriate. If you do handle this properly from here I will rescind my previous statements and put it down to genuine mistakes and bad communications from both me and you guys, let's hope you do step up

AskGamblers
posted on October 17, 2015.

Dear @Lazarus77,

Could you please clarify your last post, are you satisfied with the complaint's outcome and casino's reply, can we mark this case as resolved? Please be informed that in case you fail to respond within the given time frame we will consider this case as resolved and officially closed. Thank you.

posted on October 20, 2015.

Dear Lazarus77

Thank you for your reply.

We look forward to receiving your itemised bill via [email protected] and helping you with this.

Regards

Pocket Fruity