ThePokies.Net レビュー 212

ThePokies.Net からの回答

2日前

Hi Brenton,

Thank you for taking the time to share your feedback. We’re genuinely sorry to hear about your experience and understand how frustrating this situation must feel, especially after playing with us for some time.

We were able to locate your account and have reviewed your case thoroughly from the beginning. To clarify, your withdrawal was placed on hold as part of our standard verification (KYC) process, which is required to ensure account security. Multiple requests for valid documentation were sent; however, the documents initially provided did not meet the required verification standards, and there were delays in submitting the necessary information.

During the review, it was also identified that third-party payment methods had been used on the account. As outlined in our Terms & Conditions, all deposits must be made using payment methods registered under the account holder’s own name. Unfortunately, the supporting verification for these transactions was not sufficiently provided within the required timeframe.

Due to the combination of incomplete verification, policy breaches, and overall risk assessment, a decision was made to permanently close the account in line with our platform policies.

We understand this is not the outcome you were hoping for. However, please be assured that these measures are in place to protect both our players and the integrity of the platform, and all cases are reviewed carefully before any final decision is made.

Kind regards,
Peter

ThePokies.Net からの回答

5日前

Hi Kerri,

Thank you for being with us over the past 5 years, we truly appreciate your continued support.

We understand how frustrating this situation must feel, especially when you have a withdrawal pending. However, no online gaming platform would hold a withdrawal without a valid reason. Based on the details shared in your review, it appears that the KYC request was triggered due to multiple accounts being created. This is a standard procedure across all online gaming platforms to ensure that funds are released to the rightful account holder and to maintain platform security.

Regarding the requested documents:

(i)If some of the cards used have expired or are no longer active, this can be communicated to our support team. In such cases, alternative supporting documents (e.g. a bank letter confirming the card is closed or lost) can be provided instead of the physical card image.
(ii)For ID verification, you may submit a valid Passport, Driver’s License, or National ID — any one of these would suffice.

Once all required documents are submitted and verification is successfully completed, your withdrawal will be processed accordingly.

We’d like to investigate this further for you, but unfortunately, we’re unable to locate your account based on the limited information provided in this review. Kindly reach out to our support team at [support@thepokies.email], referencing your Trustpilot review, so we can assist you further and work towards resolving this matter.

Kind regards,
Peter

ThePokies.Net からの回答

2026年4月6日

Hi Rob,

We’re sorry to hear about your recent experience and understand how frustrating it can feel when luck isn’t on your side. We truly hope your luck will turn around soon!

Please be assured that our games are not rigged, outcomes are determined by chance, and wins and losses are a natural part of gambling. Many of our players have won and successfully withdrawn their winnings.

If you’d like, our support team can provide recommendations on games with the highest payouts or those that have recently seen big wins. You can reach out to them at support@thepokies.email, and please reference your review on TrustPilot so they can assist you directly.

Thank you for sharing your feedback, and we hope your future sessions bring better results!

Kind regards,
Peter

ThePokies.Net からの回答

2026年3月30日

Hi Chu,

Thank you for your support over the past 3 years, we truly appreciate your loyalty to The Pokies.

We’re sorry to hear about your recent experience and understand how concerning this situation must feel. We’d like to clarify that no online gaming platform would hold a customer’s withdrawal without a valid reason. In cases where accounts are restricted, it is typically due to necessary checks such as account verification or compliance with our terms.

Unfortunately, we’re unable to locate your account based on the limited information provided in your review. We would genuinely appreciate the opportunity to review your case and better understand what happened.

Please reach out to us via email at support@thepokies.email, referencing your TrustPilot review. Our team will prioritise your case and conduct a thorough investigation to assist you further.

Thank you for bringing this to our attention.

Kind regards,
Peter

ThePokies.Net からの回答

2026年3月26日

Hi Johnny,

Thank you for bringing this to our attention, and we’re truly sorry to hear about your experience. We understand how concerning this must feel, especially when it involves a financial transaction.

In some cases, when a deposit is attempted, the transaction may initially remain in a pending status and only be marked as processed later. This can result in the funds being debited from your bank account at a later time than the original attempt, which may appear as an unexpected or unauthorised charge. This could be a possible reason for the situation you’ve described.

At the moment, we’re unable to locate your account based on the limited information available on TrustPilot, so we’re not able to confirm the exact details yet. However, we would very much like to investigate this thoroughly for you. If anything did not process correctly or if something went wrong on our end, we will absolutely make it right.

Please reach out to our support team at support@thepokies.email, referencing your TrustPilot review, and include more details such as the date and time of the transaction. This will allow us to trace the payment accurately and provide you with a clear explanation or resolution.

We appreciate your patience and the opportunity to look into this further for you.

Kind regards,
Peter

ThePokies.Net からの回答

2026年3月26日

Hi,

Congratulations on your winnings! 🎉

If you’re based in Poland, please note that withdrawals can currently only be made using Crypto. There could also be other factors affecting the withdrawal, which we’d like to investigate further.

At the moment, I’m unable to locate your account based on the limited information available from your TrustPilot review. Could you please reach out to our support team at support@thepokies.email, referencing your TrustPilot review? Our team will be happy to look into your account in detail and advise you on what’s happening with your withdrawal.

Thank you for your patience, and we look forward to assisting you!

Kind regards,
Peter

ThePokies.Net からの回答

2026年3月26日

Hi M.Hooper,

Thank you for your feedback, and I’m really sorry to hear about your experience.

We understand how frustrating it can be when games aren’t accessible and the issue isn’t resolved right away. The initial steps provided by our support team are standard troubleshooting measures to quickly rule out common issues. However, if those steps don’t resolve the problem, please do reach out to us again and let the team know you’ve already tried them, our support team will then escalate and investigate the matter further for you.

If there are specific games or a particular game provider that consistently isn’t working for you, we strongly encourage you to contact support with those details. In some cases, certain games may be outdated and scheduled for removal, or there may be other technical reasons affecting availability.

Regarding the maintenance, we sincerely apologize for the inconvenience caused. These sessions are essential to enhance the overall gaming experience, but this particular maintenance was unexpectedly extended due to unforeseen circumstances that's beyond our control. We truly appreciate your patience and understanding.

You can also reach out to our support team at support@thepokies.email, referencing your review on Trustpilot, and we’ll be more than happy to assist you further and look into this in detail.

Thank you again for bringing this to our attention, and we’re here to help if you need any further assistance.

Kind regards,
Peter

ThePokies.Net からの回答

2026年3月23日

Hi Paul,

Thanks for reaching out, and no worries at all, we’ve got you covered.

As long as the original mobile number isn’t already registered with another account on The Pokies, we’ll be able to update it for you without any issues.

All you need to do is contact our support team via live chat or email at (support@thepokies.email), reference your TrustPilot review, and provide us with your correct mobile number. Our team will take care of the update and help you get back on track with your free spins.

Looking forward to assisting you soon!

Kind regards,
Peter

ThePokies.Net からの回答

2026年3月18日

Hi,

Thank you for taking the time to share your feedback with us. We’re truly sorry to hear about your recent experience and the frustration caused by what sounds like a difficult run. We completely understand how disappointing it can feel when the gameplay doesn’t go your way, and we sincerely hope your luck turns around soon.

We’d like to reassure you that all of our games are provided by reputable gaming providers and are regularly audited to ensure fairness and compliance with industry standards. The outcomes of these games are governed by Random Number Generator (RNG) systems, and results can vary significantly in the short term. As you mentioned, RTP is calculated over a very large number of spins, so individual sessions may not always reflect the expected return.

If you’d like, you’re always welcome to reach out to our Support Team. They’ll be happy to assist you further and can also share insights such as some of the recent higher-paying games that other players have been enjoying.

Thank you again for your feedback, and we truly hope to provide you with a more enjoyable experience moving forward.

Kind regards,
Peter

ThePokies.Net からの回答

2026年3月16日

Hi Aaron,

Thank you for your feedback! We're glad to hear that you enjoy our selection of old school games and that you've experienced our quick payouts 😁

We’re always looking for ways to improve, so we’d love to hear more about what we could do better to make your experience even more enjoyable. If you have any suggestions or feedback, please feel free to share them with us.

We truly appreciate your support and hope to continue providing you with a great gaming experience at The Pokies.

Kind regards,
Peter

ThePokies.Net からの回答

2026年3月9日

Hi Dianne,

Thank you for your review.

Great news, we’ve been able to locate an account that matches the name used in your review. After checking, the account is not blocked, and no exclusion has been placed, so you should be able to log in without any issues. The correct website to access is https://thepokies119.net/ .

If you’re referring to a difference in the interface or how the site looks, that may be due to a recent upgrade to The Pokies platform. We’ve introduced some improvements to enhance the gaming experience along with a few new features, which may make the interface look different from before.

If you’re still experiencing difficulties, please reach out to our support team at (support@thepokies.email), referencing your Trustpilot review, and we’ll be more than happy to assist you further.

Kind regards,
Peter

ThePokies.Net からの回答

2026年1月26日 に更新

Hi,

Thank you for sharing your feedback, and we appreciate your support and deposits with us.

We’re sorry to hear that you’ve had a tough run — we know how frustrating that can feel. Gambling is ultimately based on luck, and outcomes can never be guaranteed, but we truly hope your luck turns around soon.

If you’d like, you’re more than welcome to reach out to our support team at support@thepokies.email, referencing your Trustpilot review. Our friendly support agents would be happy to recommend some games that have been paying out well recently, or help you explore other options that might better suit your preferences.

We appreciate you giving us a try and hope to have the chance to provide you with a better experience moving forward.

Kind regards,
Peter

ThePokies.Net からの回答

2025年12月29日

Hey, glad you're having a good time. See you around soon again ;)

ThePokies.Net からの回答

2025年12月29日

Hi, pokies365 has nothing to do with our casino ThePokies.

ThePokies.Net からの回答

2025年12月29日

Hi, sorry to hear about your experience. Please get in touch again with our customer support to sort the issue out.

ThePokies.Net からの回答

2025年11月26日

Hi, thank you for the feedback. We have already made changes to prevent similar issues from happening in the future. Glad your case was sorted fast and hope to see you around again soon.

ThePokies.Net からの回答

2025年10月13日

Hi, can you please tell us some more about your experience?