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I've won 1150 and went to withdraw it and they terminated my account because I had another old account in my name that has never been used. Withdrew multiple times with no problem then they can me can't even message the chat anymore and there's no contact number or email address

Dear Emerald1999,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with The Pokies Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long you were a player of the casino?
• Do I understand correctly you opened another account in the casino before the account you used actively?
• Did you discuss the fact there was another account in your name with the casino in the past?

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,

Tomas

I've had my account for about a year and withdrew over a thousand once before and I was unaware I couldn't have other people pay Id to me but the last 5 deposits I made were all from my bank account so it's not like really using the other accounts to deposit. The other persons bank I deposited from was my partner and we share accounts. Asked them kindly if they could delete my old account I made originally and restore my account I have been using the last year regularly depositing a few hundred some weeks now I can't login and the refused to re activate it.

All I would ask is they show some compassion as I didn't purposely break the rules it was a old account I never use they could have told me last week when I withdrew $50 and I wouldn't have bothered to keep playing as the account has been active and I got every other withdrawal with no issues and all the transfers from my partner were a fair while ago I've only used my account to deposit the last 5 times atleast

And yes I changed account in the past because someone knew my password and I didn't know how to deactivate it so I just made a new account

Have been using this account for atleast 6 Months without drama

Haven't played the other account or deposited anything since i made this one it hasn't been used at all

Any help would be much appreciated as it was a significant amount of money to me 1150 would have went a long way

Heh Pokies Guru! Any update on the status of my case?? Fingers crossed you can get it resolved for me as I have had no luck at all with the pokies support chat still waiting to hear from the payments team.

Dear Emerald1999,

After you asked the casino to delete your old account, did you receive any reply from the casino? Did you inform the casino you wish to open a new account instead? Did the casino confirm to you they agree with you opening a new account?

Please understand opening multiple accounts in almost all online casinos is prohibited under normal circumstances.

Do I understand correctly this situation you are describing is not related to this particular casino?:

"And yes I changed account in the past because someone knew my password and I didn't know how to deactivate it so I just made a new account"

Could you please explain if you benefited from bonuses (welcome bonus, or other promotions available once to a single person) on both of your accounts?

Could you please forward your communication (emails, chat transcripts) between you and the casino regarding your original account and your second account? My email is tomas@casino.guru

Dear Emerald1999,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Yes I asked them kindly to re activate it but they said that I had breached the conditions and would not. I used a deposit bonus and they had to clear it manually as I won more than the wagering limit but it still said I'd only wagered 70 percent when it was far over soon they cleared it for me. Withdrew normally usually always works and I got banned. I asked them to re activate it and they stopped replying from there on.

Do I understand correctly you were previously banned from the casino due to breaking its rules according to the casino, but opened another account in the casino anyway, without the casino's authorization?

Have you previously completed account verification on both casino accounts?

Dear Emerald1999,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.