Pocketwin Casino - Forever to pay out and false information from staff

RESOLVED
Jonchef321 United Kingdom
posted on September 28, 2016.

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

AskGamblers
posted on September 29, 2016.

Dear @Jonchef321,

Please make sure to update your complaint accordingly and clarify the total amount of the disputed withdrawal request/s.

Thank you for your cooperation.

Jonchef321 United Kingdom
posted on September 29, 2016.

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

AskGamblers
posted on August 21, 2017.

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 reluctant to give these old cases one more chance for a successful resolution.

posted on August 21, 2017.

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
posted on August 21, 2017.

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.