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

Over 2 weeks mucking round with documents (one bank card was replaced with new card - different numbers) withdrawal cancelled and returned to account. Last day after documents approved - withdrawal denied, apparently I made a couple $100 bets which breached there bonus terms and conditions. Winnings voided and got $150 credited to account

Dear Don,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue and understand your frustration. Do I understand correctly that you have been accused of breaching the maximum bet rule while completing bonus wagering?

I carefully checked the Bonus Terms on the website, and this is what I found https://www.houseofpokies379.com/en/terms-and-conditions:

„It constitutes promotional abuse when players betting with an Active Bonus in effect place wagers equal to or higher than 20% of the total value of the bonus, which can also be translated into stakes equal to or more than EUR 8 of the total value of the initial bonus claimed."

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not a standard practice yet. You were not stopped or blocked when you decided to increase your bet, and, as a result, you breached the maximum bet rule.

If you are aware of placing higher bets than the allowed ones, sadly, there is not much we can do to support your case at this time. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed.

Please do not hesitate to forward your game history along with any relevant communication to petronela.k@casino.guru if you feel that you’ve been accused mistakenly, otherwise, I will be forced to reject your complaint. Thank you in advance for your reply and understanding.

Best regards,

Petronela

Hey mate

yes I did read this on your site afterwards, I know what you mean but like the real fine print no one reads. The only thing I can think of where I placed a bet of $100 is on the black jack multiple hand game - may have been playing 3/4 hands or split 1 or 2 hands........ yet you can not use the bonus money to play this game 🤷🏻‍♂️ So I gathered it was ok and other applied to the slot machines? I first applied for the withdrawal roughly 14/4 and they wanted documents to prove identity and this was a drawn out process - they wouldn’t get back to me straight away and what not finally got it all approved they even canceled one withdrawal request and put the whole amount back in my account yet when I’m finally approved and last day they had to payout......... boom denied. Why was this not brought to light over the course of nearly a month trying to withdraw? When I asked for more info - they give the run around, even emailed my vip personal assistant.......... still yet to get a reply.

appreciate your time and effort mate 👍

Thank you, Don, for your reply. Could you please forward your game history in Excel format to petronela.k@casino.guru?

Dear Don,

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.

Hi mate

unable to provide history as the site only allows the last 7 Days and it’s been a few weeks. Any idea how to retrieve this info?

Hi

site only allows transaction history for last 7 Days which its been a few weeks. Any idea how I’d go about getting this information?

Hi,

I have checked once again the general bonus terms and conditions, and this is what I found:

It seems that Blackjack Multihand VIP is not excluded from the promotion. Only the games with a 0% wagering contribution are restricted. It means that if you are aware of placing multiple greater bets on Blackjack Multihand VIP they would be considered as forbidden and the reason to confiscate your winnings.

However, you could still request the game history from the casino if you believe that you've been accused wrongly. Please let me know.

Dear Donbin666,

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.

We’ve rejected this complaint as 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.