Pokiez Casino - Bonusové výhry hráče byly zrušeny.

Hello i made a deposit played games and got my balance to $3000 when i sent all info on for them to withdraw money only to be told that i breeched rules by betting $10 bets which i was unaware i could not bet that amount. I have emails of comminications between myself and them at the end of it all they put 50 back into my account. I never got anything else. Not sure weather you can help me on this one but thought I would ask. Thanks for your time.

Dear Jodie,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue and understand your frustration. Could you please advise if you have accumulated your winnings with or without an active bonus?

I carefully checked the Bonus Terms on the website, and this is what I found https://www.pokiez.com/en/terms-and-conditions:

„Players are allowed to place single bets lower than 20% of the total value of the Active Bonus credited and should not exceed 8 EUR, 8 USD, 8 AUD, 8 CAD, 8 NZD, 80 SEK, 80 NOK (as applicable). Therefore, placing a bet of 8 EUR while there's an Active Bonus of 100 EUR in effect is considered acceptable practice. VIP players are allowed to place single bets lower than 30% of the total value of the Active Bonus credited and should not exceed 15 EUR, 15 USD, 15 AUD, 15 CAD, 15 NZD, 150 SEK, 150 NOK (as applicable). Please note that your VIP level is defined by the casino's own discretion."

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not a standard practice yet. You were not stopped or blocked when you decided to increase your bet, and, as a result, you breached the maximum bet rule.

If you are aware of placing higher bets then the allowed ones, sadly, there is not much we can do to support your case at this time. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed.

Please do not hesitate to contact me you feel that you’ve been accused mistakenly, otherwise, I will be forced to reject your complaint. Thank you for your understanding.

Best regards,

Petronela

Dear Jodie,

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

The player can reopen this complaint anytime.