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

This has been the second week and i still haven't got the money I've won. I submitted my documents and they asked me to take pictures of my self holding my documents and i did that as well. Now what they want is to have my id, bankcard, and proof of address get notarised. Sound silly to me. Now i need to pay $220 to notarised every document they need just to get my winnings? Is this for real?

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand, it is a common procedure for casinos to check every detail to make sure they are sending the money to the right person. It seems that the casino has a strict verification process, but it's not unusual. I recommend you 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. Please let us know if this advice was helpful. If not, we will intervene. Looking forward to hearing from you.

Best regards,

Petronela

Hello,

Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.