House Of Pokies Casino - Player’s bonus winnings have been cancelled.

After trying to withdrawn $1650 winning off a bonus , they put $100 back into my account and take the rest with out letting me use any of my other bonus winnings even back into their own machines worst online pokies !!!

Dear Mark,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the general bonus terms and conditions, and this is what I found:

"The maximum withdrawal amount for any free bonus and free spins, is $100 unless mentioned otherwise. For bonuses issued for VIPs, the maximum withdrawal amount is 10 times (10x) the bonus amount up to $5,000. Please note that your VIP level is defined by the casino's own discretion. Unused winnings for a period of 30 days or more will be voided."

I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.

Could you please advise what’s your player’s tier and confirm that you have played a No Deposit bonus? Thank you in advance for your reply.

Best regards,

Petronela

I was silver tier but now bronze , not sure how to confirm that but will if I work it out , also they said this in an email:

When you request a withdrawal, consisting of winnings generated from a free bonus, our Payments team will adjust your balance accordingly and any amount in excess of the maximum withdrawal amount is voided.

Is this in the terms and conditions as I couldn’t find this exact wording therefore I should be entitled to use my winnings as bonus money and not have it wiped shouldn’t I?

Dear Mark,

I’m sorry but "voided" means cancelled, not returned or transferred. If you have redeemed a No Deposit bonus you are entitled to withdraw $100 as this is the maximum withdrawal. The amount exceeding the maximum withdrawal is cancelled and not transferred into a new bonus.

As I mentioned earlier, we consider imposed win limit to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.

Unfortunately, if the casino shares all the relevant information on its website, there is not much I can do for you in this matter. Please let me know if there is anything else, I could do for you, otherwise I will close this complaint. I will be waiting for your reply patiently.

They need to word it better in their terms and conditions as it's different to what is written and explain it better to their players, thanks for that I won't be using them again and will advise everyone I know to do the same.

Mark

Unfortunately, after gathering all the necessary information we are rejecting this complaint us unjustified. 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. We are here to help.