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

I have been playing house if pokies for the past few months. 2 months ago they refused to ya my winnings to me due to wager. But the wager meter had gone so that means it was all mine after playing it. They refused to pay my winnings to me.

niw I had 3000 sitting there for withdrawal and they gave me free spins so I played them and I won 2 more withdrawals 2 days later but because I played them free spins they gave me. I have lost 7000 dollars.

I have been a great loyal customer and have spent 24000 and they refuse to pay winnings.

this is what they haven’t paid 3000 2650 1000 800 2100 1800 nearly 11000 they refused to pay

Dear Kristy,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Could you please specify which bonus you claimed? I would like to check the Bonus T&Cs.

Also, could you please indicate whether all those amounts are your pending withdrawals? How much money do you have in your casino balance?

Additionally, I would like to point out, that free spins have a maximum cash out limit of $100.

Have you asked the casino to provide an explanation? Could you forward any relevant communication between you and the casino to kristina.s@casino.guru? (Or you can post it here).

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

Best regards,

Kristina

Hi I had 3 withdrawals the other month n they paid 1 of them out to me. And as for the other day. I had 3000 sitting there for 3 days waiting for someone to release it to my account and I’m the mean time they gave me 10 bonus games I played them and then did t win so I thought I would take out 350 of my winnings not knowing that it was going to make me lose the whole lot. And with that I won another 4000 and when I put another 3000 in my account they took the whole lot off me due to playing the 10 bonus games they put in my account.

mid im not allowed to plat them y did they put them there. Just so I would and they didn’t have to pay my winnings to me.

in the last couple of months I have spent over 24000 dollars with house of pokies and they don’t want to pay any wins. I won most of mo winnings on 40 cent bets and 3 and 5 dollar bets. So not as if I played 15 and 20 dollars wins.

I had around 1100 in my acvount and a 2650 withdrawal and a 3000 withdrawal waiting on them to put in my account and they took the whole lot off me.

but sent me an email first asking for my bank details the same as the card account cause of the large amounts to go in there cause the bank would refuse it.

them got another email taking everything off me

the bonus was one they put on my account.

I had played the wager amount of 950doars like they asked and the wager meter had gone when I deposited the first lot I started off playing 20 cents and 40 cents before the wager had gone

I had played the wager amount of 950doars like they asked and the wager meter had gone when I deposited the first lot I started off playing 20 cents and 40 cents before the wager had gone

Kristy, thank you for your replies. Could you please confirm that you passed the KYC verification?

This is what I received on Thursday 19/10/20 a 21.27 Hello Kristy,We would like to inform you that we cannot process your pay-out to your selected withdrawal method due to bank refusal. Therefore, your winnings were placed back to your casino balance.Kindly request a new withdrawal request via different card or bank transfer.In case you select Bank transfer, kindly provide us with a copy of your bank statement showing your bank information (BSB and account number) matching the ones you have registered as your withdrawal details. Should you have any questions regarding this matter, please do not hesitate to contact our customer support.Best regards,The House of Pokies Payments Team

After I received this I got 2 emails stating my account has been locked due to too many wrong passwords I need to change my password.

then received an email At saying they can’t pay me due to playing the wins. The money was in my withdraw account and they gave my 10 free spins. Yes I played them and my balance was zero n wanted to play more so I took money out and then put the rest back to withdraw.

my money was sitting there for a few days and they didn’t send it to my account And they sent me free spins and set me up so they didn’t have to pay my winnings

I had sent documents in on the 7th 8th and 18th November via email

Thank you very much Kristy for your cooperation so far. I will now transfer your complaint to my colleague Nick 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.

Ok thanks. I haven’t heard from anyone yet.

I would like to ask House Of Pokies Casino to join here and help us resolve the player's issue.

Dear Kristy,

Could you please advise if your issue still persists? Unfortunately, we haven't receive any answer from the casino yet. We will extend the timer by 7 more days, if the casino will fail to respond within the given time, we will be forced to close the complaint as "unresolved", which could lead to casino's rating deduction.

Yes I would still like someone to look it to it as I believe I have lost too many withdrawal request.

Dear Kristy,

I'm really sorry that we could not help you more in this case but as the casino is non-responsive, there isn't much we can do for you. I hope we will be able to help you better in the future if you will come across any trouble with casinos. The complaint will now be closed as "unresolved", which could lead to casino rating deduction.

Best regards,

Nick

Casino.guru