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

I tried to withraw 3300 first and my money up to 3600$ But they not allowed me yet as I don't reached the wagering first then I keep playing till 3000 I just up my bet into 10$ so I can get the wager then they let me to withdraw and emailed to send all my identification and then have to wait up to 7 days then after a weeks they just emailed I breached the terms and conditions that I am allowed to bet till 8$ that's absolutely sucks reason and I said I never bet whole way of games of 10$ as I started in 1$ and the rest is up to 2$ and 4$ till I won maxi twice and then I bet the 8$ and when they not let me withdraw yet I started bet 10$ then they let me withdraw but just disappointed that they don't even give any amount of my pay and just return 100$ But I spent about 500$ in house of pokies and they don't even return on my email at all.sand when i looked some reviews against them I believe that they just rip me off.i want to get my winning any amount as I don't play whole games 10$.they should b a considerate.

Dear Craig,

Thank you very much for submitting your complaint. I fully understand how difficult the whole situation must be for you. I carefully checked the Bonus Terms on the website, and this is what I found https://www.houseofpokies.com/en/terms-and-conditions:

„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). Therefore, placing a bet of 8 EUR while there's an Active Bonus of 100 EUR in effect is considered acceptable practice. VIP players are allowed to place single bets lower than 30% of the total value of the Active Bonus credited and should not exceed 15 EUR, 15 USD, 15 AUD, 15 CAD, 150 SEK, 150 NOK (as applicable). Please note that your VIP level is defined by the casino's own discretion."

Unfortunately, if the casino shares all the relevant information on its website, there is not much I can do for you in this matter. I understand that it would be easier for the players if the maximum bets were controlled and enforced by the casino during the bonus play, but, unfortunately, that is not a common practice yet. It is not unusual for casinos, to put restrictions on the bonus play (restricted games, game providers, maximum bet etc.)

Please, understand that breaching the terms led to confiscating the bonus winnings and it is an irreversible process.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint. Thank you in advance for your reply and understanding.

Best regards,

Petronela

Dear Craig,

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

Hi thank you for the response..why they have to void all my winnings which when I played the bet 8-10au$ is already I won big and I just bet that amount just to reach the wager as they don't let me to withdraw at first attempt but they let me withdraw after I reached the wager amount .My complain is should not void all my winnings as I spent not only 100$ to start with .they should give me any amount of my winnings.hoping for your consideration. Tnx in advance.

Dear Craig,

Thank you very much for your reply. Unfortunately, there’s nothing we can do for you in this case. Please understand, as long as your bonus was active you were not permitted to bet more than the allowed maximum bet was. Sorry we were not able to help you with this case, 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. Now I will reject your complaint. Thank you for your understanding.