bad
38
rating
YELLmeter
1
Are they polite? 3/10
2
Do they give bonus in chat? 3/10
3
Are they fast? 4/10
4
Are they good at their job? 3/10
5
Is their English adequate? 6/10
6
Does the chat start quickly? 4/10

Pocketwin Review Visit site

Pocketwin really needs to put work into their customer service. Just because with their pay by phone thing, they seem to be targeting the brokest of the broke gamblers, but it doesn't give them a free pass on bad customer service. In fact, it means they should be better than all the other places. Poor people have rights too, and they might be a lot more attached to £10 than a rich punter with a gold AmEx card. We really feel like Pocketwin could be doing a ton more to help their customers when they have problems. Other online casinos have proved that it is possible to offer good customer service. So why can't Pocketwin? We can only assume it's because they don't really care about their customers. They just want to get money from them £10 at a time. Which, really, is a shame.

Questions and Answers

1

Are they polite?

The people at PocketWin are downright rude to their customers in chat. Why bother even calling them customer service?

2

Do they give bonuses in chat?

No. They don’t give any bonuses in chat. That would be helpful to a customer which they don’t’ want to be.

3

Are they fast?

Quite often it would take several minutes for them to respond to questions we asked them. They are super slow.

4

Are they good at their job?

They really are not very good at their jobs at all. They just don’t seem to care about customers at all.

5

Is their English adequate?

Their English was fine. It’s just what they did with it that made the entire process seem like a circle of hell.

6

Does the chat start quickly?

The chat took forever to load up. We have no idea what’s going on at PocketWin but it isn’t anything very good at all.

info

Support review

Pocketwin is average to slightly below average when it comes to their customer service. There’s nothing horrible about it, but we felt that they could be doing better.

The lag time between us asking for customer support and actually being given it was much longer than at most online casinos we’ve reviewed. They didn’t offer us any sort of cashback bonus when we asked. Their 40 times playthrough on the money you bet is higher than the industry average.

They could just put more effort in. It wasn’t as bad as some casinos we’ve looked at, but Pocketwin must know that there is a lot of room for improvement in what they are offering. We’d give them a three out of five stars review for their customer service. They can do better, and we expect they know it. So why aren’t they?

security

Pocketwin Sign up and Login

Signing up for Pocketwin on your computer is difficult. This is by design. They want you to sign up via your phone or pocketwin app. If you do it by app it is much, much easier. The reason they want you to sign up by phone is that that way they have your number and you can make deposits that are billed to your phone bill. That makes it easy for people without credit cards to play at Pocketwin. When a casino is deliberately targeting those people who can't get a bank card you know something is up. When you do log in through your app, it's easy to do so. Again, we feel this is part of them targeting the lowest end of the market. But that market does exist, so if that's you and you want to gamble, Pocketwin may be the right online casino for you to play.
bonus

Pocketwin No Deposit

There is no no-deposit bonus available at Pocketwin casino. They do have a matching bonus, which is 200% of your first deposit up to £100. That money does have to be played through 40 times which is higher than the industry standard of 35 times. Honestly, these days we don't understand why casinos don't set the playthrough at 10 or 20 times. The house already has enough of an edge where those extra five times are not going to break them. So yeah, not a great offer but what are you going to do. Pocketwin is clearly targeting the bottom of the barrel and when you do that you want to get every last pound you can out of people. But honestly, if you can afford it, we strongly suggest finding an alternative for your gambling needs.
politeness
Question-mark

Are they polite?

No. We did not find them to be polite. Quite the opposite, in fact. They seemed to want to get rid of us as soon as they could. Sometimes they volunteered information we didn't even ask for. They don't really seem to have a handle on how to provide customer service in a polite, friendly way.
comment Support chat

(23:17) Samuel: I got it, but what about the wheel? Is it sent randomly or I should deposit or win smth?
(23:18) Jenny H: It would depend on the bonus generated, Samuel. I would not be able to confirm at this point I’m afraid as there is none generated.
(23:18) Jenny H: Could you confirm I have fully answered your query today or is there anything else I can help you with?
(23:18) Samuel: Ok a few more questions
(23:18) Samuel: I know you are tired
(23:19) Samuel: But I can do nothing with my curiosity

bonuses
Question-mark

Do they give bonuses in chat?

No. In fact, when we asked, we were told it was physically impossible for them to give us any bonuses. This may be true. It may not be true. All we know is that you absolutely cannot get any bonus money simply by asking them in chat.
comment Support chat

(23:08) Samuel:  So the only stuff I can rely on is a welcome bonus and first deposit?
(23:09) Jenny H:  In general bonuses are generated on game play, but we cannot manually add them they are automatically generated and credited, and you will receive text messages to keep you informed whenever you’re eligible, Samuel.

reply time
Question-mark

Are they fast?

Not really. In our attempts to contact them, it took between 90 seconds and three minutes for them to come talk to us after we'd clicked on Live Chat. Given that there are casinos that respond in seconds, we felt that this was far too long for Pocketwin to take to give us a response.
comment Support chat

(22:50) Samuel: Alright. Sounds nice! What about your pocketwin Generous Welcome Bonus? Is wagering included?
(22:52) Jenny H: You have come through on our Pocket Win Casino Chat. That is the bonus for Pocket Win, did you want me to advise you on another Casino of ours?
(22:53) Jenny H: In regards to Pocket Win Casino wagering, before you withdraw from any bonuses you receive, these would need to be played through 40x the amount of any bonus before being eligible to withdraw any remaining bonus credit. There’s no wagering requirements before you can withdraw deposits you have made.

knowledge
Question-mark

Are they good at their job?

They don't take the time to listen and give you an adequate response. Instead, they try to second guess you. Or offer evasive answers. They really don't have the right temperament for a customer service job at Pocketwin in our opinion, so we’re going to say that no, they are not good at their job.
comment Support chat

(23:06) Samuel: Like, do I recieve any bonuses after my first deposit
(23:06) Samuel: ?
(23:07) Jenny H: I am sorry to say that we do not apply bonuses for every deposit. All bonuses are automatically generated and credited, and rest assured that you will receive text messages to keep you informed whenever you’re eligible for a fantastic bonus, once your account is created.
(23:08) Samuel: So the only stuff I can rely on is a welcome bonus and first deposit?
(23:08) Jenny H: In general bonuses are generated on game play, but we cannot manually add them they are automatically generated and credited, and you will receive text messages to keep you informed whenever you’re eligible, Samuel.

literacy
Question-mark

Is their English adequate?

The English at Pocketwin was decent. They haven't hired third-world cheap guys to do their customer service. Which makes it all that much weirder that it is so hard to access good customer service from them. It simply makes no sense to us.
comment Support chat

(22:57) Samuel: As I said, 40 times is a VERY long way to win, if you know what I mean
(22:58) Jenny H: We are a wagering Casino for our bonuses, there is no wagering on your cashable deposit, Samuel. There is no limit to what you can withdraw from your cashable deposits, the wagering is just in regards to bonuses.

starrt time
Question-mark

Does the chat start quickly?

As we said before, it sometimes took up to three minutes for the chat to actually come up. And that's with us working on a decent internet connection, so it wasn't our fault. They either don't have enough customer service reps working, or else they have too many problems to deal with.
comment Support chat

(22:44) Your Question: Hi, pocketwin!
(22:44) Please wait, an operator will be with you shortly.
(22:44) You are now chatting with Jenny H (Customer Service)

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