Pokie Place Casino - Hráč má potíže s výběrem své výhry.

I won back the bonus, passed verification. I put money on the withdrawal and I have not been withdrawn to the crypto wallet for 2 weeks. The mail is not answered. The chat is fed with promises and that's it. Help me please. I will send you everything you need

Dear Alexander,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. Do I understand correctly that this was your first attempt for a withdrawal? Have you received any confirmation from the casino regarding successful KYC verification?

Additionally, please forward any relevant communication between you and the casino to kristina.s@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Kristina

I have completely passed KYC (verification). I did everything as the support told me. I wanted to apply for a payment via bank transfer. I made an application, waited 3 days and in the end I was told that for your country, only a transfer to a cryptocurrency wallet (BTC) is possible. I sent them the wallet number and nothing else happens. They do not answer the mail, in the chat there are only empty promises and that's it. All this has been happening for two weeks already.

Thank you very much Alexander for your reply. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Alexander,

I looked at your complaint and will do my best to help you. I would like to invite Pokie Place Casino into this conversation. Can you please specify what is the problem with player’s withdrawal?

Hi Alexander,

Thank you for inviting me to this conversation.

Alexander, let me check what's happened to your payment because I can see this was paid on the 2nd September. I will get back to you today on this.

I have heard this is not the first time that it was sent on September 2, BUT already on September 10 and nothing came to the balance.

here is my transaction history on Binance.com

money has not yet arrived in the cryptocurrency wallet

so, what is next?

in the support chat they tell me that they sent the money, but they refuse to tell me Hash ID (TXID) so I can check along with binance.com

Honestly, I'm just shocked by their impunity. They just don't care about me. I have been in gambling for 5 years now and I don’t remember this for a long time, so that the casino cannot pay money to the crypto wallet for 2 weeks already ... this is funny and sad

Dear qqstyle,

I apologies for the delay, I have spoken to the finance team and they have confirmed payment was made on the 14th September. Can you please keep an eye on your wallet and please do let me know once received. Again, I really do apologies for the delay with this payment.

Dear Alexander,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.