Complaint #104 Pocketwin Casino

Allowed to deposit money after self exclusion

By Keiran F.

5 years ago

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.

Screenshot20210121195648com.google.android.gm.jpg

Screenshot20210121195724com.google.android.gm.jpg

Screenshot20210121195748com.google.android.gm.jpg

Screenshot20210121195839com.google.android.gm.jpg

Screenshot20210121195924com.android.mms.jpg

Screenshot20210121195937com.android.mms.jpg

Disputed Casino Pocketwin Casino

Reason Other

Amount £86.73

Discussion

AskGamblers

• Support Team

5 years ago

Dear @Kdawg30,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Pocketwin Casino

• Representative

5 years ago

Dear KDAWG30,

Thank you for your post regarding your exclusion request which was originally sent to us on 11/01/2021, and responded to confirming that an exclusion was in place on your accounts.

Regrettably as you are aware the exclusion was not placed onto your Pocket win account, and I can see that since our email to you, you continued to play and deposit to your account. We would like to apologise for this oversight, and would like to assure you that we are taking steps to rectify this situation.

We can confirm to you that an exclusion has now been applied to your Pocketwin account, as well as any other account we have located with matching details. During the period were your exclusion should have been in place (12/01/2021 and 22/01/2021) you deposited £86.73, and withdrew £70.00 from your Pocketwin account.

We have emailed you regarding this matter separately and have arranged to refund the difference between your withdrawals and the amount deposited which in this instance is £16.73. We do aim to process this as quickly as possible to the bank account details you have submitted to us.

Best Regards,
PocketWin

Kdawg30

• United Kingdom

5 years ago

The disputed amount is £86.73. In fairness to the casino. I received an email yesterday from their complaints manager apologising for over looking the exclusion and they have agreed to pay me back the disputed amount. They requested my banking information which I forwarded to them. I am yet to receive a response to the email and as of yet no funds have been transfered. I will keep you updated and as soon as I receive the funds I would be happy to close the complaint. Please leave the complaint on going until funds have been recieved

Thanks
Keiran

AskGamblers

• Support Team

5 years ago

Dear @Kdawg30,

The AskGamblers Complaint Team is kindly asking you to update your complaint accordingly and clarify the total amount of the disputed deposit refunds.

Please keep in mind that, as per the AGCCS Guidelines, providing updates in a timely manner is a must.

Thanks for cooperating with the AskGamblers Complaint Team.

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

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

Resolved

£13,000

Withdrawal takes forever

I won 400 a couple weeks ago after been told 3 working days then sent Id off Monday and got told 1-2 working days and they sent the id off to the processing team I'd receive a message to confirm they have it to process through to the method I paid on I rang today and they said give it a couple more days I don't even know if the processing team have the payment details yet and it's been 3 days not 1-2 shouldn't take nearly 3 weeks then bet I'm waiting longer for them to put it in my bank then . I wanted to use the money for some thing really important and needed it be Friday and it's just dragging on and on and on now