House Of Pokies Casino - Player lost all the funds after unwanted bonus has been activated in his account.

I was given a $5 bonus without being told about it because of this I breached t&c due to betting the I correct amount and my $500 withdrawal was denied. I never would have expected the bonus if I was asked if I wanted it and I would have never deposited money if I knew it was there because I know it can make it harder to withdraw money. DO NOT trust House Of Pokies they will rip you off.

Dear Joel,

Thank you for submitting your complaint. I’m very sorry to hear about your negative experience. Could you please forward any relevant communication between you and the casino to petronela.k@casino.guru? Do you recall if you’ve been given an option to opt out from receiving promotional offers when opening your account or later, while depositing funds?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hi I do not recall getting any option to opt out of promotional offers. I have a few emails I will send you.

Thanks for helping

Thank you very much for forwarding all the relevant communication. Could you please confirm that your deposit was $34,34? If your account is still accessible, please forward your game history. 

Hi

No the only deposits I made were $30

Thank you very much Joel for providing all the necessary information. I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Please, if you’ll manage to download your game history, forward it to matej@casino.guru. 

Hello Joel.

Generally, we dislike the practice where casino force players to calculate how much they can/can't bet.

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, 80 SEK, 80 NOK (as applicable). 

However, in bonus play we consider this with some tolerance for the casino.

Could you please confirm that this bonus was activated by you and not automatically by the casino?

This is what the casino answered to you:

Upon checking, on the 1st of July, while having $34.34 in cash balance, you have claimed a free bonus of $5, therefore the maximum bet allowed should be less than $1.

Hi I can confirm 100% the bonus was activated by the casino. If I had known about it I would not have accepted it or deposited funds. The casino has not got back to me with any downloadable records that I have asked for. If it is allowed I can take some screenshots from my account?

I would like to ask the casino representatives to give me a hand in this case.

Please explain what happened and how was the bonus activated.

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 am very sorry, Joel, but the casino is non-responsive.

We have no other option as to close this complaint as unresolved and hope that the casino will solve your complaint later.