Pocketwin Casino Complaints

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.

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.

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 .

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

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

I had been spending a lot of money using phone bill and decided to self exclude, I first emailed pocketwin on 7/5/17 and didn't hear anything back. I have since emailed 4 more times, one of them to the pocketwin complaints and have not had a reply and it has allowed me to spend a lot more money since. Since they are committed to responsible gambling I feel this is unfair and should be entitled to a full or partial refund since I first sent the self exclusion email. Below is the emails sent

I played via paypal. Withdrew some winnings which took about 2 days. I played again and withdrew on the 22nd november and I still have not had the funds back in my paypal. Its been 1-4 days. I would like my money back please. I asked to close the account down as I have gambleing problems. They made me just through hoops so I spent more money. I just want this back and they have said I need to contact paypal! This was thier reply In regards to your withdrawal's, we are pleased to confirm that a total amount of £84.10 was processed on 22/11/2016. Please allow between 1 and 4 working days for the funds to clear into your PayPal account. If the funds haven't cleared into your PayPal account by 28/11/2016, we would advise to contact PayPal to discuss this further. The 28th is more than 1-4 days, im not waitiing any longer

I called up as I had a text stating that I needed to send more details before they dispatched my payment, they asked for 1)proof of my bank statement showing I had paid my phone bill 2)a letter with proof of address on within 3 months old 3) proof of ID with my dates of birth licence or passport.... I have sent 1) proof of phone bill payment 2) a letter with my address on 3) a photo of my passport clearly showing my date of birth! Now they are asking for further documents (even though iv given them everything the advisor on the phone asked me for) they are asking for my phone bill (even though iv sent proof from my bank statement I have paid £301 to my phone company only the other day) and also a photograph of the front my bank card! Why did the advisor say 3 proof and now I'm told that's not enough you need more! It's taken me phone calls, signing up to internet banking and digging out my passport (took me hours to find) I have given more than enough evidence of who I am, how old I am and that £301 has been paid on my phone bill!

After nearly 3 weeks since winning a substantial amount of money I have had no resolution. Every single time I supply the documentation they require it seems it's not good enough the next day. I have provided information and copies of paid phone bills in 2 formats, from both the phone company and my bank. I was told the copy from the phone company was enough at the time but 2 days later it wasn't. I have had no reply to 5 emails so far spanning over a week and a half in period. I was hung up on today for questioning this. I was made to believe this company operated under certain laws but it would appear they don't matter to pocketwin. It should not take 3 weeks to pay out a win and most of this is due to poor communication and just holding onto it for no good reason! I have also made a total of 5 phonecalls now. Is this how you make more money pocketwin? Holding winnings in your bank account so you make interest on it when people are sat waiting for there 'lucky' win?? I could not recommend you use this facility any less. Customer service?? It's a joke and it needs shouting from the rooftops

I recently started playing with Pocket win Casino and have to say I really enjoyed playing on there site, however after withdrawing £5200 I was asked to supply the normal Identification which I was of course more than happy to supply them with and did so within a few hours of them asking for this information. Shortly after I was completely shocked when I received a phone call from pocket win explaining they were sending me a big cheque and they wanted me to take a photo with it and that they wouldn't pay my withdrawal once I done so. I am a very discreet person and therefore I will not being doing this and after reading the terms and conditions I don't have a leg to stand on and therefore pocket win are the only winners as I deposited around £3000. As a result of this I will not be be using this site ever again and strongly urge people to consider other sites instead.

Signed up to pocket win casino and received £5 free no deposit bonus, won and spent it on their site. Received a text saying I had £3 free to play with so lugged back on and spent it, won some money so requested to withdraw it. Then got another text saying £3 free to play with so again logged on and played it. After spending the £3 they decided themselves to reverse my withdrawal. Realised this so requested to take my £50 out again. The last request was the 3/05/2016. Rang multiple times, the last being the Friday just gone 6/5/2016 as they say it'll take 3 working days to process, was told it'll be processed Monday as their 3 working days are only Monday, Wednesday and Friday. Rang today, Monday, 9/05/16, when it should be done, to be told they have text me saying they need additional information to prove who I am, never received that text. Informed them I can send my birth certificate and a housing letter dated 20/4/16 so in their 3 month period they ask and because it only has Mr. Neary and not my first initial, that isn't good enough. Was told last Friday when i rang though they wouldn't need additional proof of who I am. Refusing to pay and putting more hoops up than a dog show! As for the customer service, I'm sure it's scripted, I've been told the same thing by everyone except one person. Avoid at all costs! I'll make sure I get my money which I won and then I'll never use them again and recommend nobody else does also!

I recently won £799 on pocketwin I've never won that amount of money before so I went through all the sending I. D proof of phone and bank statements to say the mobile phone bill has been paid and I also got a email saying it's been transfered to the processing team to process my winnings now they have deactivated my account without reason and I can no longer recieve my winnings

Hello, I emailed Pocketwin on 17th November to self-exclude myself as I felt myself getting addicted to gambling. I never received a response so I forwarded the email on 18th November and I received an automated response with a ticket number. I did not access Pocketwin until 27th and it allowed me to deposit from my mobile contract from 27th November up to recently. I have advised them that I asked them to Self-Exclude me but they have said it was my responsibility to contact them further regarding closing my account but I did receive a call from someone who advised my account was closed. I did contact them again on 7th December at 22:33 to advise them to close my account. I then replied to their email as I advised I have spent too much money on 8th December. They then replied to say there are many different methods of depositing and they offered me a cooldown period of 1 day, 7 day or 4 weeks. 9th Dec - Then they stated at the bottom if you feel that you wish to deactivate your account after considering the options but reply to this email that was on 9th December. 9th Dec - I replied to advise to close the account as requested on the telephone call and previous emails. 10th Dec – I received an email advising they have passes this request over to the relevant department who will contact me shortly. 10th December – I replied to ask them to look into why this wasn’t closed when someone called me, I was advised I could remove the deposit option on my account but I told them I had a gambling problem so they closed the account down as a self-exclusion 10th Dec – I received a reply to advise they can confirm my account has now been closed and can no longer be accessed. They said they are unable to locate any point where the exclusion was requested. They said they can place an exclusion on my account which means this cannot be accessed for a minimum of 6 months , please advise in my response if I want to action this. 10th Dec – I replied – This isn’t good enough, you can see I had a break in my deposits from 17th Nov, I emailed on Facebook and that’s how someone contacted me as I provided my details. 11th Dec – I forwarded my email I sent them on 17th & 18th November 12th – I then received an email asking if I wanted to exclude and that they cannot find any correspondence from me previously. 12th Dec – I replied Yes I want to exclude and I have advised this several times. 13th Dec – Finally the exclusion has been applied 13th Dec – Resent the exclusion email I sent on 17th/18th 14th – Forwarded the automated response I received on 18th. 14th – Email received advising that they will not be doing anything and I can follow their complaints procedure but their decision will still stand and it is my responsibility to contact them and sort my own gambling out. During this time it shows I have deposited over £400 but some of the deposits are literally 1 minute apart. I have asked them to prove that these have not been duplicated in error but they have advised that they only deposit using my authorisation but its impossible to spend that money and deposit literally 1 minute apart. Please can you look into this complaint for me? Thanks

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!

I joined pocket win on the 14th of June I used my 5pound free play and did not win. The next day I received a message saying if I downloaded a game I would have £3 pound free play I ended up winning over 100 pound but I withdrawed £90 to my account. The same night I won they called me from the following number 01384 888100 congratulating me on my win and asked for proof of u identity so I sent a picture of my drivers license. Then a few days later on the 19th they messaged me saying they needed additional information so I sent a copy of my bank statement even though I was told the copy of my license was all they needed. We was then told that everything should be fine. On the 21st I deposited £5 from my wife's PayPal account and the reversed my withdrawel and tried to withdraw it to our PayPal account hoping to get the money quicker. But the option to use PayPal completely went off. So we called them and they explained that because it was in my wife's name that I couldn't withdraw to the PayPal account. But I can withdraw to my bank account and as they already have the information it would take 3-5 days I asked if using the PayPal will effect my winnings and I was assured it would not. But I would not be able to make withdrawals to it. Now today the 24th when the winnings should be in my bank I've received this message "Please contact support to discuss your casino account. Please Text SUPPORT to 88600 and we will call you back for free, or call us on 01384 888100. Thank you, PocketWin Support" I tried logging into my account to request a call back and it said my account had been deactivated. When I called I was told I wouldn't now get my winnings as I deposited from my wife's PayPal account even though I was assured that it would NOT effect my winnings.

Hi ive played pocket win for a while and never really win but then i started to do well ive won £1400, the first £400 payed out once i sent 2 forms of identification which was all good then i got a text message saying that they needed more information to sent my withdrawal out, so i called them on 5/6/2015 and was informed they wanted a photograph with me holding a cheque before they will process my withdrawl, and that they had sent it out the previous day by first class post so expecting me to get the cheque by saturday but it didnt come, neither has it come today! i dont see how they can hold my winnings until they have recieved a photograph even though they have already had my identification!

Hello I wish to make a formal complaint about both Pocketwin and Mfortune as they are asking for prove that my phone bill has been paid, I've submitted the prove they want then there still not accepting this, I've send a number of emails to them both proving its me paying the bill off both my bank an Vodafone. I've done this without breaking any of their data protection acts or the freedom missus act for both. They have had the prove that the account in my name an it's been paid in three different type but there still not budging to make the payment with both sites its over £330, so you can see why this is starting to wind me up. With Mfortune its only my second withdrawal. I've spoken to my solicitor and with a copy of all my emails from both me an the departments I have a good case to put a law suit on both of these, witch I don't want to do but there leaving me with no other option due to the acts which they are asking me to break.

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!