House Of Pokies Casino - Player’s criticizing verification process.

Same issue as the previous comment . I have been waiting for over 2 weeks for my withdrawal. Firstly they said we need verification. So I sent everything. Next they said that wasn’t enough because of fraud and that they wanted my holding all my documents. So I took pictures of everything and sent them through.

no I’ve received an email stating they want every notarised . And copies of my bank card?? All of this with only standard template responses when U ask for a manager or further information. To me they are stalling,. It's so expensive in Australia to get docs notorized some places charge $200 a document. They don't have consistent communication between support and don't want to answer to any of my personalized questions for example isn't holding the document it wasn't too notarized documents. Then they tell you to email him but when you do email they send a standard response saying that was wanting to dates then in 2 days they put the money back into your account again and say you need something else and that continues on when you complain they say go to support and send an email again you send an email and they say wait 48 hours for response and it just goes on and on and on this casino what's recommended to Australian customers and I feel so disappointed that that even listed in the top 10 they need to be removed I know I'll get my money.

Dear Jay,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. None of the casinos takes KYC lightly. It seems that the casino has a strict verification process, but it's not unusual. I would suggest contacting the casino and find out what documents exactly are required and provide them in best possible quality and as soon as possible. If all the data is correct, there should be no reason for the casino to delay your withdrawal. Could you forward any relevant communication to petronela.k@casino.guru? Thank you in advance for your reply.

Best regards,

Petronela

Additional comments from the player:

"Hi there.

Thank you for contacting me yes I have supplied my identification driver's licence and a utility bill I was then told by support that my account was validated I didn't got an email saying I needed to supply a photo of you holding each document so I have proceeded and done that then I got another email saying my account is fully validated and all I needed to do was go back onto the casino and withdraw the funds and put my bank details so my question is f all the documents and matching and there is no reason to suspect any fraudulent activity why would they then ask for notarized documents are the same documents that's the ones I am holding in the photo the problem in Australia is that it cost around $200 a document to get anything notarized however I have since got a justice of the peace official public servant to sign the documents to verify these are true and correct. I won my withdraw on the 15th of October and still waiting. My problem also is the consistency of the support when the first lot of documents Were validated on kyc. I got an email saying that my account was validated then when they asked after for the photos I went through to the chat support who's then spoke to someone in payments who said to me that I needed to ignore the notarized email that my account was fully validated and there was nothing more I need to do but two withdrawal again.the support team wear horrible and very very rude and I left and tears because they would not look at the history overwatch the previous support person had done. My last correspondence from them what's on the 28th of October saying they will have a response in 48 hours."

"Hi there they have fully verified my notorized accounts so now they came back to tried to say I broke bonus terms and conditions if a bonus on October 1st but funny thing is, the day I deposited is October 16th and I didn't play with any bonus. They hiding behind email and they won't give me a game transaction summary nor a deposit summary and the information what they are saying Is total bogus i knew after I got everything finally validated they would try and find a way not to pay. They are total scammers. Then they say out of good will gesture, U think they would of gone through checking the game transaction before putting me through hell to get documents validated. There email about me breaching terms and conditions is totally incorrect as I was did not play with any bonus that day I won. What can I do these people should not be taking money off people I should of stuck to the casinos I know are legit ,like Fair go casino and casino mate. They pay out so fast and I have never had problem with them. Be warned anyone HOUSE OF POKIES AREA SCAM THEY WILL NEVER PAY AND LIE ABOUT YOUR GAME. "

Thank you very much, Jay, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam 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.

Hello Jay,

I looked at your complaint and will do my best to help you. I would like to invite House of Pokies Casino into this conversation. Can you specify where is the problem with player’s verification process, please?

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 apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.