Complaint #6 Pocketwin Casino

Pocketwin Casino is making it impossible for me to withdraw my winnings

By Zoe E.

10 years ago

Message on forum

I've deposited money to Pocketwin many times by Phone Bill and by Debit Card. They've let me deposit a large amount of money but now I'm ready to withdraw my winnings they will not allow it until they see my up to date phone bill which is not due for another 3 weeks. Even though I've sent them my Photo ID, Utility Bill, Photo Copy of my Debit Card and can proof with my Phone Contract and Proof of Purchase Receipt from Vodafone that the mobile number I've been depositing from is registered to me and I am the Account Holder and to be quite honest I don't want them looking through my personal phone bills. I don't understand what it has to do with them. If Vodafone accepts my request to deposit then that's proof as I have to verify each request via SMS. Yet their sister company Mfortune let me withdraw by PayPal - no questions asked - even though I mostly deposited by Phone Bill to their Casino as well? They didn't ask for any phone bills when they were letting me make all these deposits so it just seems they're trying to get out of paying me what I've won. It doesn't state any of these 'rules" on their casino phone apps or mobile website or I would have stayed well clear from them. I've never heard of a casino do this before?? I'd strongly recommend anyone to not waste your time depositing with them as they will excuse after excuse not to pay out. I made my first withdrawal request on the 16th and since then they won't even process my withdrawals since I've deposited by Debit Card so what excuse do they have for this one? After all the money I've spent on their sites and this is the thanks you get? Unfair and greedy!

Disputed Casino Pocketwin Casino

Reason Verification issues

Discussion

AskGamblers

• Support Team

8 years ago

AskGamblers Complaints Team have been provided by valid evidence on behalf management of Pocketwin Casino where is clearly visible that player made more than one account and with that act breached aforementioned casino's general terms #57.1.1, 57.2.11

Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In case of a disagreement with our decision we remind player that further assistance on this matter could be requested from the relevant licensing authority responsible for Pocketwin Casino.

Pocketwin Casino

• Representative

8 years ago

Hi Zoe,

We're sorry to hear that you've experienced issues with your withdrawal. Unfortunately, failure to provide proof of phone bill is a violation of our terms and conditions, and we reserve the right to void any withdrawals as a result. On looking into your account, we also saw that you have several accounts with PocketWin and have referred yourself, which is unfortunately also against our terms and conditions, as stated below.

57. We reserve the right, at our sole discretion, to suspend or close a Player Account and to void any withdrawals and remove any balance (being cashable credit, bonus credit or both) in a Player Account in any of the following circumstances:
1. 1. If the Player has more than one active Player Account for the PocketWin Casino;
2. 11. Where we have requested other items, such as proof of payment of a phone bill and the Player has failed to supply satisfactory proof within 60 days of the request.

As a result, we are unable to take this complaint further, however we wish you all the best.

PocketWin

AskGamblers

• Support Team

8 years ago

This complaint has been reopened due to the declared willingness on behalf of Pocketwin Casino management to do everything within their power to solve their old complaints. AskGamblers Complaints Team is happy to give these old cases one more chance for a successful resolution.

AskGamblers

• Support Team

10 years ago

We consider this complaint unresolved. Even if player can't provide necessary documents, at least player's deposit needed to be refunded. We recommend to the player to seek future help with a licence authority of the 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 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