Complaint #24 Pocketwin Casino

Requesting bizarre photo with winning cheque

By Alex H.

10 years ago

I recently started playing with Pocket win Casino and have to say I really enjoyed playing on there site, however after withdrawing £5200 I was asked to supply the normal Identification which I was of course more than happy to supply them with and did so within a few hours of them asking for this information. Shortly after I was completely shocked when I received a phone call from pocket win explaining they were sending me a big cheque and they wanted me to take a photo with it and that they wouldn't pay my withdrawal once I done so. I am a very discreet person and therefore I will not being doing this and after reading the terms and conditions I don't have a leg to stand on and therefore pocket win are the only winners as I deposited around £3000. As a result of this I will not be be using this site ever again and strongly urge people to consider other sites instead.

Disputed Casino Pocketwin Casino

Reason Declined payment

Amount £5200

Discussion

AskGamblers

• Support Team

10 years ago

Dear @AlexHay,

Please let us know if there's some update on your issue.

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.