House Of Pokies Casino - Player breached a maximum allowed bet.

Had more than one active bonus, the site doesn't tell you which bonus you are playing through just a meter that tells you how much more you are required to turn over.

The disputed amount was I won $1.28 off 10 free spins, but then bet more than the maximum bet amount so they cancelled $720 worth of winnings. The issue is before those free spins I had a deposit bonus their own rules state the bonuses must be played through in order. My bets did not violate the maximum bet rule as I was, according to their own rules, playing my deposit bonus first.

Despite two days of trying to get them to explain how I am supposed to know which bonus I am playing through only to be replied to with condescending remarks about if I need help calculating 20% to contact live chat.

It isn't the calculation that is difficult it is that account holders have no way of telling which bonus they are playing and therefore have no way of calculating what their Max bet can be

Dear Wolf,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the bonus T&Cs and this is what I found:

„13. Players are allowed to place single bets lower than 20% of the total value of the Active Bonus credited and should not exceed 8 EUR, 8 USD, 8 AUD, 8 CAD, 8 NZD, 80 SEK, 80 NOK (as applicable). Therefore, placing a bet of 8 EUR while there's an Active Bonus of 100 EUR in effect is considered acceptable practice. VIP players are allowed to place single bets lower than 30% of the total value of the Active Bonus credited and should not exceed 15 EUR, 15 USD, 15 AUD, 15 CAD, 15 NZD, 150 SEK, 150 NOK (as applicable). Please note that your VIP level is defined by the casino's own discretion."

Do I understand correctly that you didn't breach this rule with your first bonus? Would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru. 

Best regards,

Kristina

Thank you for your email, Wolf. Would you be so kind and forward me your game history together with the bonus history?

Thank you very much Wolf for your reply. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Wolf,

I looked at your complaint and will do my best to help you. I would like to invite House of Pokies Casino into this conversation. Casino, can you please send me a detailed explanation of why did you take the player's winnings from both of the bonuses? Also, I would like to ask you for her gaming history, you can send it to my email: viliam.v@casino.guru.

We would like to ask the House of Pokies 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’.

I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can ask to reopen this complaint anytime.