Pocketwin Casino - Refuse to payout winnings even though sent requested documentation

Martin O'Brien United Kingdom
posted on May 3, 2015.

I regularly play with Pocketwin Casinos sister company mFortune. I have never had an issue with any withdrawal from mFortune but Pocket Win is something else! I pay by phone bill as it's an easy option for me and I was lucky enough to win £200. Withdrawals take 3 days to be processed which is fine but on the 3rd day after requesting the withdrawal I didn't receive a text confirming it had been processed. I rang PocketWins customer service to be told they needed ID which is fair enough. Within minutes of ending the phone call I sent them a copy of my driving licence and bank statement. The next processing day was Friday, again I didn't receive a text confirming the withdrawal had been processed so again I rang them, to be told this time as I deposit using my phone they need to see a recent phone bill confirming the phone is indeed mine but also a bank statement confirming the bill has been paid! So I downloaded the most recent bill along with a bank statement and sent it to them, to be told it's not good enough despite being dated March they need to see a bill dated after 29th April! Bear in Mind this was Fri 1st May! My next bill isn't even due to be generated by Vodafone til the end of May and is paid by direct debit on 3rd June! So now I have to wait until at least then for my withdrawal to be processed! Totally unfair, they have my ID and they have proof that my most recent bill has been paid though I fail to see what my phone bill has got to do with them! It seems they're happy enough for me to deposit that way without seeing proof it's my phone bill but now I want my winnings it's all changed! Disgusting service!

posted on May 8, 2015.

We are sorry to hear that you feel unhappy about the request for additional information. We take all reports of dissatisfaction very seriously and will always investigate and consider carefully your concerns to try to reach a satisfactory outcome or to enable us to provide you with a proper explanation for our decision.

We understand that you have been in contact with a Customer Support Manager who has addressed your concerns and provided you with a thorough explanation that you are happy with. However, should you require any further assistance please do not hesitate to get back in contact. Thanks for your understanding.

posted on May 12, 2015.

Can you please confirm that you manage to resolve this dispute with a casino; can we close this complaint? Thank you.

posted on May 15, 2015.

It's a nice practice to confirm if your complaint is resolved or not, thank you.