Complaint #29 Pocketwin Casino

Forever to pay out and false information from staff

By Jonchef321

9 years ago

Message on forum

After nearly 3 weeks since winning a substantial amount of money I have had no resolution. Every single time I supply the documentation they require it seems it's not good enough the next day. I have provided information and copies of paid phone bills in 2 formats, from both the phone company and my bank. I was told the copy from the phone company was enough at the time but 2 days later it wasn't. I have had no reply to 5 emails so far spanning over a week and a half in period. I was hung up on today for questioning this. I was made to believe this company operated under certain laws but it would appear they don't matter to pocketwin. It should not take 3 weeks to pay out a win and most of this is due to poor communication and just holding onto it for no good reason! I have also made a total of 5 phonecalls now. Is this how you make more money pocketwin? Holding winnings in your bank account so you make interest on it when people are sat waiting for there 'lucky' win?? I could not recommend you use this facility any less. Customer service?? It's a joke and it needs shouting from the rooftops

Disputed Casino Pocketwin Casino

Reason Verification issues

Amount £400

Discussion

AskGamblers

• Support Team

8 years ago

Dear @Jonchef321,

Please confirm if the issue has been resolved. Keep in mind that in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

Thank you for your cooperation.

Pocketwin Casino

• Representative

8 years ago

Dear Jonchef321,

We have looked into your account and we see that we received the required ID from you shortly after this complaint was opened. Your payment of £400 was then processed, and we trust that you will now have received your winnings.

We have sent evidence from our records to Askgamblers to show that the payment was made. As your winnings were received in full shortly after your ID was received, we hope that you will consider this issue resolved.

All the best,

PocketWin

AskGamblers

• Support Team

8 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.

Jonchef321

• United Kingdom

9 years ago

Winnings owed is £400, substantial enough in my eyes to not be ignored. Still awaiting confirmation of receipt of any emails sent.

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