Complaint #5 Pocketwin Casino

Deactivated my account and declined my payment

By mikeshell2015

10 years ago

Message on forum

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.

Disputed Casino Pocketwin Casino

Reason Declined payment

Amount £90

Discussion

AskGamblers

• Support Team

10 years ago

@mikeshell2015,

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.

Pocketwin Casino

• Representative

10 years ago

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

AskGamblers

• Support Team

10 years ago

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

mikeshell2015

10 years ago

No update yet
Still waiting for a reply

Pocketwin Casino Complaint Stats

Resolved 18 / 22

Avg. Amount $1,796

Avg. Complaint Duration 7 days

Avg. Response Time 3 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