Complaint #86 Pocketwin Casino

Delaying of payment and verification

By Philip S.

6 years ago

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

Disputed Casino Pocketwin Casino

Reason Delayed payment

Amount £13000

Discussion

AskGamblers

• Support Team

6 years ago

Dear @Philspring2018,

Please confirm if the issue has been resolved. Be in aware 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. Please keep in mind that as per the AGCCS terms providing updates in a timely manner is a must.

Thank you for your cooperation.

Pocketwin Casino

• Representative

6 years ago

Hi PHILSPRING2018, we apologise you are unhappy with the information provided, this was just an example.

There are other reasons why we process funds in batches rather than in their entirety. When large amounts are being processed into bank accounts the funds can bounce back or the bank can freeze the funds until an internal investigation has been completed. To avoid an inconvenience for our players we do advise funds being processed in batches.

When player requests a withdrawal they are able to pay funds in to any account of their choosing, due to this we are unable to check the bank details entered, this would be down to the player to ensure the correct details have been entered.

We are pleased to confirm your withdrawal has been processed in full.
Should you require further information please do not hesitate to contact us
.
Kind regards
Pocketwin

Philspring2018

• United Kingdom

6 years ago

Hi Pocketwins.

My problem is your payment process. I am not happy with your reason as you stated " found you have enterered incorrect bank details" as you request documentation which have these bank details such as my card and bank statements making this impossible.

I also should make you aware of the Gamblimg Comiissions compliance documentation/ social responsibility which clearly states paying in smaller batches is a breach of compliance. I annonymosly called the GA confirm i had not misinterpreted the documentation.

I cannot close this case as you did not respond or honour my withdrawral request. I kindly ask the laat payment is not a batch and is paid in full. Then i will close the case. This is your last chance Pocketwins.

Kind Regards

< name removed >

Pocketwin Casino

• Representative

6 years ago

Hi PHILSPRING2018,

We are sorry to hear that you're concerned about this - we'd like to reassure you that you don't need to worry and that you will receive your winnings.

We can confirm that with larger payments, we do process payments in batches for security purposes. There are numerous reasons for this, which may be why you've been given multiple explanations. One example is that if we processed the whole amount of a large withdrawal at once and then found that you had entered incorrect bank details, the whole amount of the withdrawal would fail. This would result in you having to wait for a longer time frame for the funds to be returned.

We do hope we have provided a clear explanation on the reasons that the process large withdrawals in batches and that this will help to put your mind at rest. Should you require further information please do not hesitate to contact us, we can certainly advise how much has been processed and the remaining outstanding balance.

Rest assured once processed you will receive a text message.

Kind regards
Pocketwin Casino

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

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