House Of Pokies Casino - Player’s struggling to withdraw her winnings.

The process of withdrawal of my funds is ridiculous.

I want my money back and can't seem to get it. There's always an excuse!

I didn't like the process. I've had to log into my online account to talk to someone through 24 group chat but even then it still doesn't get resolved

First it says it takes up to 48hrs once your documents are validated online. Then comes another email which says another 48hrs to validate tour documents again. My money has been put back into my online account without me even knowing. I've had to withdraw 3 times.

What the fuck is going on?

Dear Leontay,

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 and it might take few working days completing this thorough procedure. I would suggest contacting the casino and find out what documents exactly are required and provide them in best possible quality, correct format and as soon as possible. If all the data is accurate, there should be no reason for the casino to delay your withdrawal.

Could you please advise how many days ago you have requested your withdrawal and started the verification process?

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Dear Leontay,

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 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.