House Of Pokies Casino - Player’s struggling to complete KYC verification.

I was living in Australia by the time I played on this website. They first validated my account, have been waiting 2 weeks for a withdrawl of 3000 dollars and now they cancel it due to missing documents. They ask me to send photo with ID and my photo with my bankcard. I doubt if I ever see this money if I read the reviews.

Dear Mart,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC account verification is a very important and essential process, during which casino makes sure that the money is sent to the rightful owner. None of the serious and licensed casinos takes KYC lightly and it might take few working days completing this thorough procedure. If all the data is correct, there should be no reason for the casino to delay your withdrawal.

Afterwards, it’s quite usual for a withdrawal, to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account.

Could you please advise if the required documents for the verification have been sent via email or uploaded in your account? I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Nick

Addiotional reply from the player:

"By the time I played in this casino I lived in Australia. The casino keeps asking more and more files, while I submitted everything I possible have. Am still waiting for my withdrawl"

Dear Mart,

It's very important to send the casino all the documents they require otherwise they won't verificate you and you won't be able to withdraw your money.

Best regards,

Nick

Dear Mart,

Is there any update regarding your case? We haven't hear from you in a while. Please note, if you will fail to respond to us within the next 7 days, your complaint will be rejected.

Still no money in my account and the casino does not inform me if my account is finally verified. The withdrawl is still pending

Thank you Mart for providing all the necessary information. I'll now forward this case to my colleague Jozef, who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Best regards,

Nick

Okay thank you.

Hello Mart.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

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’.

Problem solved, without notice the money appeared in my bankaccount

Dear Mart.

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system.

Best regards, Jozef

Casino.Guru