House Of Pokies Casino - Player believes that their withdrawal has been delayed.

My withdrawals were placed in account

$5000

upon trying to withdraw

the amount maximum allowed is now $1000

which wasn’t in the terms and conditions

I do think this is unacceptable behaviour

Dear matonga,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

My verification was done 4 days ago

i don’t think my question was addressed

mis this a generic response

Dear matonga,

Have you received your withdrawal from the casino yet?

Not at all

I remade the withdrawals

they were blaming system error

payments team never responded to my emails apart from the VIP manager who send the generic emails stating that I should expect to receive an email about payment

since the 8/1 nothing has happened

I started processing initiating my withdrawal before Christmas

Is it possible for you to help me

i can’t see any progress with this casino

I apologize for the misunderstanding. The first message was automatically generated based on the answers you provided while submitting this complaint.

Could you please clarify the sentence from your first message?

the amount maximum allowed is now $1000

Did the casino confiscate the rest of your winnings? Or are you able to request a withdrawal with the maximum amount of $1,000?

on the 4/1/24

they returned my returned my $5000 back to the casino account. They blamed their system- migrating to a new system

and they asked me to request another withdrawal

when I initiated the withdrawal- I found out that the maximum withdrawal altered to maximum $1000

i decided to initiate 1000x 5 to make up for the $5000

when I deed that the money was returned again on 8/1/24 - since the $5000 maximum was back on 8/1/24

i initiated another withdrawal of $4950

since then from 8/1/24 my $4950 is sitting in the account and no action

I trust that you doing something about my case. Any updates

you didn’t respond to anything since yesterday

Please note that this is not a live chat, so there is no need to repeatedly ask for our intervention. We currently have over 900 active complaints and even though we try our best, it is not possible for us to reply immediately to all messages. We have 7 days to respond to each complaint and we always get back as soon as possible. Please, bear with us. Thank you for your patience and understanding.

Have you made any successful withdrawals before? Have you accumulated your winnings with or without an active bonus?

Yes I did

smaller amounts

less than $2000

this win was a straight without a bonus

My account was verified on 31/12/2023

Thank you very much, matonga, for your cooperation. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Thank you

you must be busy there. I have not received my money yet

Dear matonga,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite House Of Pokies Casino representative to join this conversation.

Dear House Of Pokies Casino,

Could you please provide more information about this case?

Thank you in advance,

Mirka

That will be nice

I don’t know what’s wrong with them

fter this dr am

no apology or incentive regarding their actions

im very surprised

your arrived 35 minutes after your email

My VIP status was removed with immediate effect

Thanks to the VIP manager

this shows low class

VIP status removed after 45 minutes of withdrawal confirmation

I have been a VIP member since 2020.

No warning -

never enjoyed the Christmas bonuses because of them holding on to my money.

To win something anything on this online casino you immediately become an enemy

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

It belongs to no one I think

no takes responsibility

To make matters worse

My VIP status was completely removed

Dear matonga,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Mirka