House Of Pokies Casino - Player’s winnings from promotional play have been voided.

I deposited $180 and they game me a 108 dollar bonus I played a game that could only bet $8 max I played for an hr and managed to get it up to 5000 and then went to another game my play through requirements were surely met by then..

I then proceeded to bet bigger and eventually got up to $100 bets and won’t 60000 they the said that I bet to large and took all my money from my acc but said they would deposit 5000 inti my back acc because I’m a VIP gold member ..

im disgusted and want my money my wagering requirements are not as large as a VIP member and they take 60000 for a measly 100 dollar bonus ..

pleaee help this is rediculas

Dear Nathan,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the General Bonus T&Cs (https://www.houseofpokies.com/en/terms-and-conditions) and I found the term that has been breached:

"13. Players are allowed to place single bets lower than 20% of the total value of the Active Bonus credited and should not exceed 8 EUR, 8 USD, 8 AUD, 8 CAD, 8 NZD, 80 SEK, 80 NOK (as applicable). Therefore, placing a bet of 8 EUR while there's an Active Bonus of 100 EUR in effect is considered acceptable practice. VIP players are allowed to place single bets lower than 30% of the total value of the Active Bonus credited and should not exceed 15 EUR, 15 USD, 15 AUD, 15 CAD, 15 NZD, 150 SEK, 150 NOK (as applicable). Please note that your VIP level is defined by the casino's own discretion."

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not a standard practice yet. You were not stopped or blocked when you decided to increase your bet, and, as a result, you breached the maximum bet rule.

Sadly, there is not much I can do to support your case if you truly placed bets higher than allowed. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed. Please do not hesitate to contact me if there is anything else, I could do for you in this matter. Thank you for your understanding.

Best regards,

Kristina

Hello Nathan,

Hope that my e-mail finds you well.

Our payments team has checked and reviewed your withdrawal however it was

found out that during the audit of your gameplay, payments team noticed that

our bonus T&C were breached.

While claiming a deposit bonus, there's a maximum bet amount which you

should not go higher. '' VIP players are allowed to place single bets lower

than 30% of the total value of the Active Bonus credited and should not

exceed 15 EUR, 15 USD, 15 AUD, 15 CAD, 150 SEK, 150 NOK (as applicable).

Please note that your VIP level is defined by the casino's own discretion."

On 11th of January you claimed a deposit bonus of $108, meaning that the

maximum bet should've been not higher than $15. Our Audit team found that

you placed bets of $20, $30, $40, $45 and $50 while you had the bonus active

which breaches our terms and conditions.

Usually, In such situations, our payments team is confiscating the whole

withdrawal, however since they really do appreciate you, they managed to

make an exception and processed $5,000.

I totally understand that this is not an ideal situation, however this is

the best our payments team were able to do considering the circumstances.

The maximum bet applies only when you're playing with a deposit bonus and

the wagering has not yet been fulfilled. Should you play with your own funds

only, there is no restriction regarding how much you can bet per single bet.

Let me know if there's anything else I can do for you.

Have a good one.

Best regards,

Andrew Miller

VIP Manager

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Office hours:

06-15 GMT

-----Original Message-----

From: Mac <macn91217@gmail.com> 

Sent: Thursday, January 14, 2021 10:15 PM

To: vipmanager@houseofpokies.com

Nathan, I am sorry, but I am not sure how this could help in any way. You attached this email to your complaint. Please understand that if you breached the maximum allowed bet rule, there is, unfortunately, nothing we can do for you.

Unfortunately, after reviewing all the available information we are rejecting this complaint as unjustified. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.