Complaint #13 Pocketwin Casino

My account has been deactivated and payment not being given

By kellie1004

10 years ago

I recently won £799 on pocketwin I've never won that amount of money before so I went through all the sending I. D proof of phone and bank statements to say the mobile phone bill has been paid and I also got a email saying it's been transfered to the processing team to process my winnings now they have deactivated my account without reason and I can no longer recieve my winnings

Disputed Casino Pocketwin Casino

Reason Account closure

Discussion

AskGamblers

• Support Team

10 years ago

Dear @kellie1004,

Please be informed that if you fail to respond within the given time frame we will consider this case as resolved and officially closed. Thank you.

AskGamblers

• Support Team

10 years ago

Dear @kellie1004,

Could you please explain your last post, do you admit having multiple accounts at the casino? Thank you.

kellie1004

• United Kingdom

10 years ago

Well if someone said that before i was told to provide proof that both bills were paid before it could be processed instead of making me wait for 5 weeks then to be told it has been past on to the process team for it to be then i had my account deactivated so you dont have to pay me the money i won but your very quick to take the money i put on to gamble tho

Pocketwin Casino

• Representative

10 years ago

Hi Kellie,

Your account was closed because you opened multiple accounts and had two active accounts at the same time. The phone bill you sent in proved that both of these accounts belonged to you.

Section 12. Sub section 81. of our terms and conditions states:

"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, colluding on poker tables, abuse of the ‘Refer a Friend’ bonus and the opening of multiple Accounts by the same Player."

Unfortunately as you were in breach of these terms and conditions both accounts were closed.

Kind Regards

PocketWin Customer Service

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