Dear Delcie,
I went through everything in your email and I checked the casino's T&Cs (https://www.houseofpokies.com/en/terms-and-conditions) and I found this:
"3.1 Each player is entitled to a single, unique Player Account. Players found to have registered
multiple Player Accounts, otherwise referred to as Duplicate Accounts, using the same or different
personal information will have their accounts closed and all winnings generated withheld with
immediate effect. All transactions with the intent of cheating or defrauding the Casino will be
cancelled at our own discretion."
Unfortunately, since you've created multiple accounts, you breached this term. This wasn't just because of lost phone and changed one email address to another. I am truly sorry for your current life situation, however it doesn't change the fact, that there have been multiple accounts created by one person which is highly against the casino's T&Cs. The casino sees this as fraudulent activity and has the full right to confiscate your winnings and close your account.
We discussed possible options with our team, but sadly, there is not much we can do to support your case at this time. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Please, never create more than one account per one casino, as most casinos have zero tolerance in situations like this.
After gathering all the necessary information we are rejecting this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.
Dear Delcie,
I went through everything in your email and I checked the casino's T&Cs (https://www.houseofpokies.com/en/terms-and-conditions) and I found this:
"3.1 Each player is entitled to a single, unique Player Account. Players found to have registered
multiple Player Accounts, otherwise referred to as Duplicate Accounts, using the same or different
personal information will have their accounts closed and all winnings generated withheld with
immediate effect. All transactions with the intent of cheating or defrauding the Casino will be
cancelled at our own discretion."
Unfortunately, since you've created multiple accounts, you breached this term. This wasn't just because of lost phone and changed one email address to another. I am truly sorry for your current life situation, however it doesn't change the fact, that there have been multiple accounts created by one person which is highly against the casino's T&Cs. The casino sees this as fraudulent activity and has the full right to confiscate your winnings and close your account.
We discussed possible options with our team, but sadly, there is not much we can do to support your case at this time. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Please, never create more than one account per one casino, as most casinos have zero tolerance in situations like this.
After gathering all the necessary information we are rejecting this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.