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

I won $115,000 on House of pokies and was way past wagering amount when I made this withdrawal. They just emailed me stating that I breached the bonus terms and conditions therefore this Amy has been forfeited. I’m extremely outraged and played through over $200,000 before I made this request.

Dear Zana,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Which bonus did you play with, please? Did the casino specify which bonus term has been breached?

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

I will be waiting for your reply patiently and hope to help you as soon as possible.

Best regards,

Kristina

Zana, thank you very much for your email. The casino mentioned, that you've breached the maximum allowed bet.

Our position is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, if you are sure you didn’t breach this rule, please forward me your game history from the bonus play together with a link to the specific bonus that you have redeemed and played. My email address is kristina.s@casino.guru. 

Additionally, I would like to ask you to reply to your submitted complaint inside the existing thread in the future and not by sending emails, unless you’d like to forward any relevant communication or evidence. Replying inside the thread is the easiest way for us to link all the relevant information to the correct issue and to collect important details and data in one place. You can reply to this existing complaint by following "Link" from the notifications which have been sent to your registered email.

Your cooperation in this matter is highly appreciated. 

Dear Zana,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions and didn't provide the necessary evidence. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.