Pocket Play Casino - 選手の退会が遅れました。

I registered and played on Pocket Play casino 22.8.2022. I won quickly 3649 euros and did a withdrawal request. They asked me to send verification documents and I sent them. After that they sent me an email that my account is full verified (25.8.). Since then I have waited to receive money to my bank account, but no money has come.

I can log in to my Pocket Play account and balance is 0 euros. I can see my playing history there, but if I try to see money transfer history it doesn't show anything and is "loading" forever. I have sent 2 emails (30.8., 4.9.) to their support, but they have not answered to neither. In addition, there is not live chat in their site so I can not ask to them that way.

Dear JukeJ,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you accumulated your winnings with or without an active bonus? Could you please post here (or forward me) a screenshot of your loading withdrawal/cashier history? Have you received any confirmation or notification from the casino that your withdrawal is being processed?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

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

Best regards,

Kristina

Hi Kristina! I emailed you screenshots. Thanks for help. 🙂

Hei Kristina! Minä lähetin sinulle kuvakaappauksia sähköpostilla. Kiitos avusta. 🙂

Hi, Pocketplay casino paid me the winnings today. 🙂 🙂 🙂 🙂 🙂

Hei, Pocketplay casino maksoi minulle tänään voitot. 🙂 🙂 🙂 🙂 🙂

Awesome news, JukeJ. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.