Complaint #19 Pocketwin Casino

Giving me hard time with verification

By Neary

10 years ago

Signed up to pocket win casino and received £5 free no deposit bonus, won and spent it on their site. Received a text saying I had £3 free to play with so lugged back on and spent it, won some money so requested to withdraw it. Then got another text saying £3 free to play with so again logged on and played it. After spending the £3 they decided themselves to reverse my withdrawal. Realised this so requested to take my £50 out again. The last request was the 3/05/2016. Rang multiple times, the last being the Friday just gone 6/5/2016 as they say it'll take 3 working days to process, was told it'll be processed Monday as their 3 working days are only Monday, Wednesday and Friday. Rang today, Monday, 9/05/16, when it should be done, to be told they have text me saying they need additional information to prove who I am, never received that text. Informed them I can send my birth certificate and a housing letter dated 20/4/16 so in their 3 month period they ask and because it only has Mr. Neary and not my first initial, that isn't good enough. Was told last Friday when i rang though they wouldn't need additional proof of who I am. Refusing to pay and putting more hoops up than a dog show! As for the customer service, I'm sure it's scripted, I've been told the same thing by everyone except one person. Avoid at all costs! I'll make sure I get my money which I won and then I'll never use them again and recommend nobody else does also!

Disputed Casino Pocketwin Casino

Reason Verification issues

Discussion

AskGamblers

• Support Team

9 years ago

AskGamblers Complaints Team have been provided by valid evidence on behalf management of Pocketwin Casino where is clearly visible that player made more than one account and with that act breached aforementioned casino's terms #8.57.1, #12.86.

Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In case of a disagreement with our decision we remind player that further assistance on this matter could be requested from the relevant licensing authority responsible for Pocketwin Casino.

Pocketwin Casino

• Representative

9 years ago

Dear Mr Neary,

We are currently working with AskGamblers to revisit old complaints and ensure that they are resolved successfully. We have reviewed our records and provided evidence to Askgamblers that you had more than one account open at the time of this complaint, registered to a different mobile phone number and local address. Unfortunately, this is a violation of our terms and conditions, as detailed below:

Section 8: Account Suspension and Closing Accounts
57. 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:
1. If the Player has more than one active Player Account for the PocketWin Casino;

Section 12: Promotional Offers
86. We offer a very generous bonus scheme. Where we suspect that our bonus offering is being abused we retain the right to close the Player's Account immediately in accordance with section 8. This includes, but is not limited to, abuse of the 'Refer a Friend' bonus and the opening of multiple Accounts by the same Player.

All the best,

PocketWin

AskGamblers

• Support Team

9 years ago

This complaint has been reopened due to the declared willingness on behalf of Pocketwin Casino management to do everything within their power to solve their old complaints. AskGamblers Complaints Team is happy to give these old cases one more chance for a successful resolution.

Neary

10 years ago

That is a load of rubbish, I have one account! How can I make more than one account when I have one bank card?! Just trying to get out of paying! Absolute con! Avoid at all costs!

Pocketwin Casino Complaint Stats

Resolved 18 / 22

Avg. Amount $1,796

Avg. Complaint Duration 7 days

Avg. Response Time 3 days

Pocketwin Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 14 out of 18 complaints in this category have been resolved.

This operator's average complaint duration is 7 days, while the average duration across all operators is 8 days.

Pocketwin Casino Complaints

See all complaints for this casino

2400 not paid on Pocketwin

I won £2400 on Pocketwin on Friday 25 August 23

Usually, it takes one working day to go through, and has been done before when I withdrew but hasn’t this time.

Tried emails live chat, and calling them but nothing. I don’t understand the problem if I have already made a withdrawal in the past I just want my money.

I spend enough on there and should be paid when I win.

Unresolved

£2,400

Withdrawal still pending and still no communication from anyone

I won winnings on the 7th July I went to Withdrawl the amount I won and they needed additional documentation, bank statement and pay slip and photo of my card. Documentation sent through on the 8th July 2023, I never received any communication and had to chase! See screen shots! They accepted my bank statement and pay slip but the photo of my card was still pending! Chased numerous times and still not reply, eventually it was accepted on Sunday 9th July 2023 so I withdrew my money! I’ve always received my winnings the next working day but Monday came and no money in my bank! Left it a couple days and realised it was pending and is still pending to this day! And still had no communication from anyone at pocket win.

Unresolved

£996

Cant contact them and no reply

I made a deposit on 4th April 23 on pocket win.
I won £1500 but soon realised I couldnt withdraw.
I had to verify my account with ID which I did and all got accepted, I made my withdrawal on 5th April and a couple of days later I logged in and it was back in my account.
So I made another withdrawal on 7th April 23.
Which is still pending in my account.

I am now no longer able to contact them via live chat for some strange reason. And every phone I ring I just get cut of straight away.
I have sent several emails since the 7th which I have had no reply to any.

So I am now lost as to what I can do as I can't contact anyone.

Unresolved

£1,500

Why cannot I withdraw my winnings?

It as been nearly 2 weeks and still no closer to getting my money.

Pocket win have received my ID verification in the form of my passport and my most recent phone bill. I’ve already withdrawn £20. But they won’t release the £180 owed to me. Also they have frozen my account and say they have concerns that I have a gambling problem because I keep chasing up my withdrawal and have said I could use it towards my utility bills.

Resolved

£97

Allowed to deposit money after self exclusion

Hi. I requested a self exclusion from this casino they told me on January 11th that my exclusion had been enacted. They then preceeded to send me promotional texts with bonus offer that enticed me back to the sight and allowed me to deposit more funds which I lost. I will attach emails to provide evidence for this claim. The casino are now ignoring every attempt I am making to contact them for a solution.

Resolved

£87

Withdrawal taking over sixteen days

Deposit made on the 2nd of jan. withdrawal pending on the same day. Identification sent on the 3rd and 4th . I’ve spoke to agents on the live chat about 7 times on 6 different days . Also had a call back from the manager, each time saying that the payment teams are processing it and reviewing it, should take 1 working day, but allow up to 5 working days . It has been over 15 days, I’ve just spoken to them again and they are telling me the exact same thing, wait up to 5 working days. I am not being told why it is taking so long , and I’m not being put into contact with someone that can help me and help resolve the issue. Same scripted message every time I contact them .

Resolved

£1,030

Delaying of payment and verification

Dear Sir/Maddam
I won £13,000 from pocketwin on Monday night and withdrew early hours Tuesday 14th. I instantly rang Pocketwins and was asked to upload Identification which I complied with. I have rang everyday to check and am asked to upload more forms of ID. Although this process has taken a little longer than exspected it is not my main concern.
Pocketwins have stated that I will be paid in Batches of either £500 or £1000 per working day. Meaning this could take from 13 to 26 working days to be paid. There is nothing in the terms and conditions stating any maximum daily withdrawal. I have asked many times for the reason for this and have been told many different things, all which are not true
I have emailed support to request 2 payments £3000 and £10000 as any payment up to and including 10k can be paid into my bank account without issue. I feel their is no good reason to delay payment by paying in smaller amounts
I look forward to hearing from a representative of Pocketwins