House Of Pokies Casino - Player is refusing to provide additional personal details for verification.

They have credited back the withdrawal amount still requesting further ID now want a bank statement with all details which is a huge breach of privacy . I do not trust them one bit and will not provide further verification as have already supplied passport etc

Dear Patricia,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. None of the serious and licensed casinos takes KYC lightly, and I am afraid you will have to go through this process if you want to get your winnings. I would suggest contacting the casino and find out what documents exactly are required and provide them in best possible quality and as soon as possible. If all the data is correct, there should be no reason for the casino to delay your withdrawal. Please let us know if this advice was helpful or we need to intervene. Looking forward to hearing from you.

Best regards,

Petronela

I supplied all initial requests for proof of ID one being my passport along with bank deposit details House of Pokies is now requesting a full bank statement. I proposed emailing verification of bank statement without transaction details or balance however this was declined and requested full details. This goes under the breach of privacy act here in Australia . I cannot understand why a credit can also not be returned to my savings card .

Can you please also assist why House of Pokies are requesting a bank statement ...the reasons. When they have 100% proof with other requested documents

Dear Patricia,

It is not unusual for a casino to ask a bank statement. As I mentioned earlier, I am afraid you will have to go through this process if you want to get your winnings. Please let me know how you wish to proceed. Thank you.

Dear Patricia,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance and help, otherwise, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.