Complaint #8 Pocket Play Casino

Declined to pay withdrawal of 580 euros

By Joni U.

4 years ago

Hello,

I want to submit a complaint against this casino. The casino has delayed my payment for over 6 months now. I can't really get an answer from their chat agents why my money has not been paid. I have made a deposit of 200e on 14th of May and made a withdrawal of 580e in the same day.

I have contacted their chat several times but always they say that someone will contact me later by email after investigation but nothing happens.

In the beginning of November they told me that the answer will come when 6 months has passed from the withdrawal request.
Now after waiting for 6 months I asked about the situation and they just answered me that: "The relevant team confirmed that the refund request has been declined. In this case, the 580€ can't be refunded as per management decision. Unfortunately, this is the final decision."

I am hopeless with this, can you please help me with this?

Disputed Casino Pocket Play Casino

Reason Declined payment

Amount €580

Discussion

hesjonde

• Finland

4 years ago

Hi all,

Notarized ID document provided to the casino. Aftet that they reopened my account and said that they have returned my balance there so I cand withdraw. I had 580€ in my account but they had returned only 500€...
I sent email to the casino, so let's see how things will proceed.

AskGamblers

• Support Team

4 years ago

Dear all,

This complaint has been reopened as per the submitter's request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved in the dispute reach a satisfactory resolution.

AskGamblers

• Support Team

4 years ago

Dear Pocket Play Casino,

Please let us know if there are any updates regarding this ongoing complaint. Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly.

Thanks in advance for your cooperation.

hesjonde

• Finland

4 years ago

Good news! PocketPlay Casino said that the payment can be processed once I have provided them the notarized ID.

I will keep you updated

Pocket Play Casino Complaint Stats

Resolved 0 / 4

Avg. Amount $3,137

Avg. Complaint Duration 8 days

Avg. Response Time 5 days

Pocket Play Casino Complaints

See all complaints for this casino

Withdrawal missing and does not answer emails

I registered and played on Pocket Play casino 22.8.2022. I won quickly 3600 euros and did a withdrawal request. They asked me to send verification documents and I sent them. After that they sent me an email that my account is full verified (25.8.). Since then I have waited to receive money to my bank account, but no money has come.

I can log in to my Pocket Play account and balance is 0 euros. I can see my playing history there, but if I try to see money transfer history it doesn't show anything and is "loading" forever. I have sent 2 emails (30.8., 4.9.) to their support, but they have not answered to neither. In addition, there is not live chat in their site so I can not ask to them that way. I wish very muck AskGamblers team could help me with this issue.

Unresolved

€3,600

Delaying my payments

Hello, my English is not so good. But I have a Problem with Pocketplay.

I withdrawal on 29.11 and 30.11. One 1.200€ and 1000€. Since then nothing came on my Bank Account. The Support said they paid on 01.12 but nothing came, I send them twice my bank transaction which shows that the withdrawal Never came to nee.

So then they said it gave issues with the payment. But said nothing about the issues.

The Time on the Information to pay me out is now over 3 days. Please help me.

Unresolved

€2,200

PocketPlay Casino - Withdraw its still pending

I made 5000e withdraw on sunday at 9.30 Finland time. My account was verified in 13.50 at same day. Chat told me that finance team approve withdraws in 24h. Now its been more than 72h and it still pending. Chat told me everyday to just wait and wait and that there is some issue to pay or something else reason. Can you help me?

Unresolved

€5,000