House Of Pokies Casino - Player is struggling to verify his account.

Hi after many attempts to maje 2 withdrawals of funds 2 weejs ago with House of Pokies. I have to continually on more than a daily basis check progress and chat online for help and advice of 2 withdrawals using bank transfers as the limit for withdrawal is 5000 in total 1 withdrawal of 5000 and 2nd withdrawal was 1600 and after many attempts i finally had my id and bank cards verified due to continual follow ups through myself. customer support was varied in help.

after returning my funds without reason into casino credit again and had asked them befor hand was there any other issues as i could upload more if needed , befor returning funds and starting the process again . they has said i now need selfies with they various documents and would be noted that I am uploading requested selfies. As I was uploading they returned funds. I queried why and had screenshots of the online communication and got a receipt number via email and little help saying the photos were not in hi resolution. again I got another person to take photos to make sure they were clear hi res shots waited another 4 days with continual onkine chats to various custoner support uploading as requested through email and there online banking. At this stage i the withdrawl amounts were 1 of 5000 and 2 of 1200. Again after stated they woukd allow time for myself to upload which i did via customer support and email as my profile upkoaded documents had reached capacity. if it wasnt for myself continually following there would be no communication from House of pokies.

This is now my 5th attempt after asking continually for a supervisor or finanacial team member with no luck. it has been 3 days now since the last uploas with my idrntity bank cards etc approved and selfies still pending. Iam concerned as it was winnings from y own funds with no bonuses. Is there any way of assistance Regards Steven Muir

Dear Stevemuir,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I am sure you understand that KYC is a very important and very complex process, during which the casino makes sure that the money is sent to the rightful owner, and it can take a few business days to review all of your documents.

Could you please confirm that the rest of your documents (except the selfies) have been accepted?

Would you be so kind and forward any relevant communication between you and the casino to kristina.s@casino.guru?

Looking forward to hearing from you.

Best regards,

Kristina

After writhing this complaint, an email arrived from house of pokies stating on top of what had been approved being

1. Proof of Identity, 2.Bank card credit card front and back 3. Bank statement including all particulars within in the month and proof of address.

Then they required further selfies front and back in hi resolution, this was my 3rd attempt after they again returned my funds.

Weather the issues of concern I raised on this forum, may have prompted this evening's email of return of funds again asking for further documentation being bored documents being the above bank statement, proof of address, credit card front and back, proof of identity front and back. This was after continually asking weather anymore required be for they return funds.

As of now identity,proof of address bank statements and credit cards have now been approved.

I have uploaded there new request of in there words notorized above documents, I had already done this with proof of identity. Notorized is not a word I am familiar with and after looking it up is the equivalent in Australia as stamped and witnised documents by a Justice of the peace. I also backed up further identification and proof of address with a senior constable (J.o.P) . I understand the scrutiny it there has been sufficient noted documents to validate funds being transferred.

I don't think it is lawful to return funds and start the process again, when you have been continually following up on if and what else is needed, befor funds returnrd. Furthermore it appears that I am under suspicion of identity theft with the continually holding up the process. The only thing they need out of me now is a DNA and they could steal my identity.

So now I patiently wait again to what feels like another return of funds.

Is there anything else I can do??

Selfies have now been approved with h now a further need of scrutiny , being notorized documents which I have done, not after returning funds yet again. It seems to me they are delaying the process yet very quick to claim deposits.

I am still waiting on notorized documents being proof of identity, credit cards,used to deposit and proof of address. Uploaded and has not moved from that since request on Friday. There is also another email from house of pokies stating my bank won't accept bank transfer. I followed this up immediately with the bank stating that they have no record of this and there would be no problem receiving any deposit. I am in dire straits at this point. Can someone assist please

Stevemuir, reviewing documents might take some time, and I believe it must be frustrating, but I would recommend you waiting for a few more days, as you submitted those notarized documents on Friday (I hope I understood that correctly). If your account isn't verified within 7 days, we will intervene.

Additionally, I would like to point out in regards of refused bank transfer - several factors such as geolocation, and contracts with the payment providers might have a major influence. Is there any alternative payment method that you could use?

I am willing to wait as for Bank I have skrill account, and not sure weather that is possible, as i understand from what has been told via email and customer service the withdrawal is done via the account credit card you deposit with ..i have waited this long and any way to speed up this process i am willing to try. Thankyou for advice much needed platform.

Update of accepting my notorized documents they may further need documents if required via email today. What banks or banking platforms are ussually accepted ie skill? As they have stated they bank transfer the same way I deposited.

Stevemuir, thank you very much for the update! Regarding your questions, each casino supports different payment methods, and the casino itself could answer your question the best. Unfortunately, I don't have enough insight on which banks or banking platforms accept transactions from this casino.

Thank you they'd have visa and MasterCard payid l. I have both MasterCard and visa which is what I deposited with, I will follow up with customer support. Appreciate the feedback

We received this email from Steven:

"Hi Kristina following up on my forum complaint post. I thought iI would email you, in regards to ongoing issues brought up on the forum, in regards to withdrawal of funds.

I received an email this morning with all documentation accepted and withdrawal finally processed and transferred to my account within 3 - 5 days. I greatfully appreciate the support yourself and Casino Guru has provided myself, and referred your site to a friend that is in a similar position on another casino. 

Sincerely Steven "

Thank you very much for the update. We will keep the complaint opened until you receive your winnings, so please let us know. Thanks.

Will do fingers crossed that they honour there email.

Dear Stevemuir,

Is there anything new? Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

hi following up on my recent withdrawal at House of Pokies.

Ihave asked a few questions to customer support on sevral occasions including today with screenshots of the communication as i have yet to recieve funds via bank transfer.

also spoken to my bank and they have asked weather there is an IBAN/BIC or Swift code, this is where i have none of these codes. i have asked over the past few days for these of customer support, with only one member stating is sometimes needed, not to worry and will appear in account 3 to 5 working days. That time period has now elapsed in Aus time and UTC time excluding thanksgiving holiday and weekend.

i made further inquiries today and now told 7 days again asking for a code and again told 7 buisness days to appear in account.

my question still unanswered as to weather my nranch address ,BSB number account number is all thats needed to do, an international bank transfer without swift code or IBAN;BIC number? bank has told me in most imt transfers yes. iam not sure weather my documentation including deposit method from my account to them supplies these codes, as customer support would not answer.

Today is currently the seventh working day and this whole ordeal has tested myself greatly.

Thankyou Kristena for following up with me.

Thank you very much Stevemuir for your patience and cooperation so far. 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.

Thankyou Kristina and Casino Guru team. Iam hoping House of Pokies have done so as i am sceptical at this point. All the best

Hello Stevemuir,

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. Can you specify where is the problem with player’s verification process, please?

Hi Viliam all idrmentification process has been verified as of identification. The problem is now it is on its 7th day after contacting on several occasions as to tracing funds as there has been no receipt of there deposit of winnings to myself. I have asked my bank and they have asked for a swift code or IBAN or BIC number, I have repeatedly asked various customer support advisors and either non response answer or it will appear in your account within 3 to 5 working days.

Again I asked today as it is now the 7th day and also verified the correct account number etc and responded with correct details but no receipt swift or other bank code., to see at what stage if any progress on receiving my bank transfer of winnings. The bank has told me typically a Swift code or In an Bic number is necessary.

I am also unsure weather this information was provided when I deposited funds or gave them certified documentation of bank statement bank address, BSB number account and branch details.

Sorry for being a sceptic but this withdrawal has dragged out what I am now concerned that they are stalling for time as my account can be closed due to inactivity. Is house of pokies needing a swift code IBAN or Bic number ?

I have just been online again to house of pokies customer service as funds still have not arrived in bank account and also spoke to my bank. Spoke online with House of Pokies customer service member Laurent , and asked for a reciept of transaction, Swift code or any other details to verify transaction in a way to trace its progress. And again answered please allow 7 working days to appear in your account where the time a nd amount and my details werte shown again i asked for reciept and the issue being 7 working days has passed . answered with it will be in your account at some stage today. I replied by I will take your word for it and hopefully wont need assistance again.

I have also followed this up with an email with these questions unanswered by customer service. And would like to give a good review...Hopefully Customer Service rep Laurent is true to his word stating it will ne in my accont today.

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’.

Hi Vialiam recent update to the withdrawal of funds.

Last Friday GMT time funds were again returned to casino account with an email stating the processors had incorrect account detail numbers that didn't match and unfortunately returned to my account,stating I know need another bank statement and BIC/ SWIFT code.

Again everything I have stated or asked about the need of these details. On more than seval occassions also emailing both statement and codes. They reploed we never received. Quite odd when they answeref previously we have received and sent to financial team.

I sent again to document team, customer service and finance team asking for an explanation or to talk to a senior member as this seems to be an ongoing pattern of text book replies of passing the buck and misleading the customer.And that I shouldn't have to continually follow this up as advised several times it would be in my account by last Friday.

A reply by email stated we understand how you feel and finance team has rectified the problem, and will have to withdrawal funds again and will be a priority to be processed asap. We will email you soon as its processed and you will not need to continually follow up

I again emailed all again and withdrawals funds on the Friday afternoon followed quickly with a brief chat online to customer service to make sure it's received

Now being Thursday almost a week later with pending still on my withdrawal and uploaded status on documents. Again I emailed and response was that they have been alot of withdrawals a and indeed my withdrawal is in the hand of processors, which they have no control over . This has been even longer drawn out than the first time and since being told is in the hands of processors being Monday is now a total of 4 days, how many people and days does it take as they have rectified the issue to handle a bank transfer.!!??

And also stated they can't specify the time of process based on the pastime it got to that stage was 3 days. It would be gre a t to enjoy and have winnigs before christmas..seeing is believing

T

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 reopen this complaint anytime.