pokies2go Support & Complaints Thread

Hello everyone!

I am official representative of pokies2go Casino!
We are quite new Casino, but we do accept players from  :)all around

So a couple of words about pokies2go and what makes us different than others?

Well for start we have a couple of things you won't find in most casinos, like free spins with no rollover whatsoever, as well as Cashbacks with rollover of only x2, no max bet or cashout, our high-rollers simply love.

We also have amazing support staff with years in experience in the industry. They are knowledgeable, fast and speak proper English, I know most players will appreciate :)

We offer NZD, CAD and EUR and vast selection of games: over 2 thousand, as well as several Live Casino operators.

Well that's about it in short.

Cheers!

Welcome on board, pokies2go. Thanks for joining our forum. 

welcome to LCB pokies2go! 

Hi pokies2go! Welcome to our forum! 

Hello pokies2go, welcome to LCB

I've already won there haha. Thanks for that. Will you guys get Netent or Yggdrasil?

Welcome to LCB forum pokies2go! Thank you for being available to assist our members! 

Hi pokies2go! Welcome to LCB! 

Hi there! Congrats on the win!
Yes to both, Ygdrassil is probably next, after that NetEnt and NetEnt Live Casino :)

Welcome to LCB! 

Stop sendin promotional emails to uk players as it is illegal to do s.

It is illegal for a casino without a uk licese to promote their casino to uk players.

This casino should be reported to UKGC as they have sent promotional emails to uk players and they target vulnerable players.

We notified the casino rep about your post. We'll see what's going on. 

Hello,

We see management already responded to you inquiry some time ago with the decision. I can only repeat it: refunds are possible only in case of game malfunctions, which is not the case here. We will not enter any further discussions on this matter. You are free to take this to any gambling commission or authority you see fit, but our management decision is final and we consider this case closed.

Kind Regards,

pokies2go

Hello

I hope this is the correct thread to post

So I decided to make a deposit in Crypto to Pokies2Go, First i Claimed and selected the LCB exclusive welcome bonus (100% and 200 Free spins on Spring Tails) and then it was not added and they said I should choose a different promotion to apply to my deposit as they were going to investigate this promo

Since the deposit was already made, I decided to claim the Fat Weekly Crypto bonus of 55% and 55 Free Spins on Greta Goes Wild.

Now the bonus terms state:

Grab 55% up to $/€ 300 plus 55 no wager free spins

Wagering requirements - twenty times (x20) deposit plus bonus
Free spins are wager free
Free spins are issued on Greta Goes Wild
Bonus is claimable once per week
Minimum deposit is $/€20 in BTC, LTC, or ETH
Valid only for deposits in Bitcoin, Litecoin, and Ethereum

Make sure you understand full Terms and conditions.

So I played with my deposit and bonus funds and lost it

I decided to play my 55 spins on Greta goes wild however now support tells me the spins are added on Spinions. I ask them why, they said in order to get the free spins in Greta goes wild I needed to deposit 20Mbtc ($692). So they changed it.

This is false advertising ( It stated deposit $20 or 20 euro in BTC/LTC or ETH. - I understand the free spins value are higher in BTC, but they should say then deposit xAmount of Mbtc in order to get the spins on Greta and this is not fair as the minimum deposit value states $20 and I deposited around $40 or so.

I want my spins on Greta goes wild as this is not fair, I understand that I lost my deposit of 1.36 Mbtc and the extra 0.74 mbtc bonus funds and I cannot ask for a refund. However the bonus stated the games are in Greta Goes wild and I would like to receive my 55 spins in the relevant game and not spinions.

My account currency is BTC

Please can you help me?

Hello,

Your spins were moved to the appropriate game.

This is Casinos final decision.

You cannot get 55 NO WAGER spins worth 5,5 mBTC for a 1,36 mBTC deposit.

You tried to take advantage of the casino bonus - you failed.

Simple as that.

We will not change our dicision.

Kind Regards,

pokies2go

You created promotions that clearly does not state clear terms and conditinos - Since this is a crypto specific promotion ( Meaning you can only deposit in Crypto to claim bonus) - You should state minimum deposit is 20Mbtc in order to claim the spins since the spins in of higher value ( Or advice players that if a minimum of 20 Mbtc is not made the spins will be issued in another game in Euro or USD currency: This is how a player gets conned right?) - You failed to do so!

I assume that means your "Exclusive LCB 100% bonus with 200 Free Spins on Spring Tails" requires a 50mbtc deposit in Crypto? Since if players who use BTC as currency will be receiving 10mbtc worth of spins correct?

So again the promotion state on LCB:

100% up to €/$500 + 200 Free Spins on Spring Tails

How to claim the bonus: Player need to sign up through our LINK, go to profile / bonuses / vouchers / enter the code and subscribe to the bonus / go to cashier and selected the bonus when making a deposit. (All free spins come at once, no wagering on spins)

Bonus code: LCBWELCOME

WR: 30xbxd

Minimum deposit: /€20 - (So players will think they are going to deposit 20 euro in MBTC currency to claim and expect 200 free spins on spring tails which is value at mBTC 0.05 per spin = 10mBTC of free spins) - Are you going to take that away from them?

Max cashout: 25xdeposit

Restricted games: table games, live casino, video pokers

Cashable bonus: Yes

Available on mobile: Yes

So players are going to signup using Mbtc currency and make a deposit of 20 euro equivalent in MBTC currency to claim the exclusive welcome offer - Where there is 10mbtc worth of spins in Spring tails - Are you going to be taking that away from them again and change to the spins in another game and they just need to accept it?

Again your monday free spins promo - 50 free spins in Book of Sheba ( Players will think 1 free spin for $1 deposit - So players using crypto will deposit 2 mBTC and that is roughtly 70 euro and they will expect 70 spins on Book of Sheba at a value of mBTC 0.10 since their currency is mBTC) - Again terms are not clear in the promo! The promo does not state or say something different for mBTC deposits.

As for the failure to take advantage of your bonus - Maybe I did, Maybe I did not - But you created a loophole in your bonus system - Again YOUR Failure!

As for the rest - I could not care less whether your casino decision is final on the spins issued in another game, accusing me of trying to take advantage of your bonus and failing to do simply because you guys are dumb enough to create a loophole for crypto players to try and take advantage of - PERIOD!

I am closing my account and the 50 wager free spins  in spinions could go with the account closure, as I do not need it.

They say if you willing to fight for something - You need to be prepared to give up everything that goes with it - So that 50 free spins, you can take it back, even if you credited it in Greta goes wild, you can keep it.

I would suggest update your terms for Crypto Promotions and Deposits accordingly on LCB so players know what they let themselves into - As I am sure no other "Crypto" player want to be suprised and caught of guard on last minute decisions you make for BTC promotions! and that they require 20MBTC ( 692 euro deposit) to claim a promotion fully , when your bonus offers and terms state $20.

I do not blame LCB - as they provide the information you provide.

Now you have a good day!

Just as a note for the Admins - this case can be considered closed.

I closed my account at Pokies2Go casino earlier.

Thanks.

i found this casino on this forum. I decided to make a deposit in litecoins. I played all evening, I managed to save my deposit of 20 euros, but no winnings. I decided to withdraw them, but the minimum withdrawal to Litecoin is as much as 50 euros. The next day, I managed to bring the balance to 60 euros and put it on a withdrawal. In the chat, they said that checking documents is a mandatory procedure. This is very strange, because I played without a bonus and in cryptocurrency. I decided to set a self-exclusion, it was not possible to do this in the profile, I had to contact the chat. There I was denied this, they told me to wait for the withdrawal of funds, and only then they can establish self-exclusion. 

They are crooks, beware

After numerous requests to establish self-exclusion for me and refusals, I eventually lost everything and could not withdraw. They are scammers. Help file a complaint with their licensor

Hi macur666,

Please private message me your casino username so we can check with the casino rep first. 

Hi macur666,

We received your username and the casino rep has been notified. Keep you posted. 

Hello,

We are not sure what are you talking about mate.

You can close your account in your profile under limits - we have no time limit exclusions, but you can close your account if you don't want to play with us any more.

As for your withdrawal, there is no withdrawal, as you said.

You made it and than you canceled it before we had the chance to proccess it.

Cheers!

These are just another excuse for scammers.
I won, created a request for payment. I have been playing for a very long time and cannot wait for such a long output processing as yours. In my profile I cannot set self-exclusion on my own for 1 day. It says so there: contact technical support. And there I was REFUSED to set a limit, saying that I must wait for the withdrawal of funds, which takes more than 1 day. I waited 5 hours, was very nervous and lost all means very stupidly. It's your fault.Your support responds to emails once a day. It is unacceptable. And what did they answer me? It looks like a letter from an offended schoolboy.

The issue has not been resolved. The casino violated my rights by refusing to establish self-exclusion. Everything that the representative wrote above is a lie. Chat agents wrote something completely different. I requested the history of the dialogue in a live chat, they promised to send me an email, but they did not send anything.

Unfortunately, I have not saved screenshots of the correspondence. If you do not want to provide a history of communication with your agents, then you have something to be afraid of.

Hi macur666,

We'll check with the casino rep once again and let you know. 

Dear Player and LCB team,

we are sorry you didn't find our first reply sufficient, let us address all of the above step by step

1) 50€ Minumum withdrawal for cryptocurrencies is set due to the fact we cover all transaction fees so it would be unsustainable to process smaller amounts due to sometimes high blockchain fees.

2) KYC procedure is standard as per our terms and conditions and terms and conditions from our license holder

3) we process all our withdrawals within 24 hours if the account is verified (much faster than general casino practice)

4) regarding your self-exclusion request (all visible on screenshots you provided):

a) our chat support team is first-line support and they CAN NOT open or close accounts on chat as informed.

b) due to the fact above, all our players have FULL CONTROL over their accounts at any given time. You can close your account at any given time just by clicking the Close account button (you didn't do so) or if you wish to set any sort of limits (as shown on your screenshot) you click on the desired limit and the email form opens immediately with support@pokies2go.com as the recipient. All limits are applied 30 minutes after sending an email. You didn't request any limits nor closed your account.

Last but not least, after addressing all the above, we are not sure what is the complaint about and what would be the solution. If the player seeks a refund of spent funds, please note it is not possible as there were no game malfunctions or errors with the gameplay. Spending funds and then requesting them back is not something we will comply with, obviously.

Please note this decision is final.

If the LCB team has any more questions, let us know, but we believe all was addressed.

Best regards,

p2g

You are lying again and presenting information only to your advantage. The agents in the live chat did not explain this to me. This is the first time I've seen a casino with a similar design. If you think that I should have guessed intuitively about everything, then you again present everything only for your own benefit. You must admit your mistake. In all other "good" casinos, i can set self-exclusion yourself. You did not make this moment by chance, you understand everything well. I don't see a single comment from an ordinary player, because very few people see this topic. 
Let's let the forum administrator make his fair decision.Dear, MelissaN,  what do you think about this

As an ordinary player with a lot of experience, I won and I can't stop playing. So I decided to set a self-exclusion to stop playing. But the support of the casino refused me this, so I lost everything. Am I wrong? 
And now the casino representative gives his reasons as to how I could act, but no one explained this to me.

I signed up and so far I haven't been able to play. The issue is that I went to deposit some money but the only option they give me is crypto. I don't want to deposit crypto, I want to use my debit card and deposit fiat. I clicked on the live chat to try to get the issue resolved, but the live chat asks for an email address and tells me that mine is invalid (the exact same one I used to sign up). So, given that there's no live chat for me, I created a ticket. Over 2 hours have passed since I submitted the ticket and... no answer.

Hello SpanishPlayer,

Can you please send us your Casino Username via private message so we can get in touch with Casino Representative in order to help you?

After 5 hours (!) they finally answered my ticket. This is what they said:

Support | 11 December 2022 23:59 Hello! We only have a crypto deposit as of now, but the marketing team is already working on other payment options. An email will be sent out once other deposit options are up and working. We are sorry for the inconvenience, and your understanding is much appreciated. Thank you!

Obviously, this is a problem!

Hello SpanishPlayer,

Maybe you can try some other Casino until they fix this issue, and then you can try your luck with Pokies2go. Unfortunately we can not do anything after their clarification. We hope that they will fix it as soon as possible, and other payment methods to be available.