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

I won $1000 and they refused to pay! I deposited $100 then got some free spins after I made my deposit! I only won a few dollars on the free spins the proceeded to play with my own money. After putting hundreds and hundreds of dollars through of my own money and winning they then refused to pay me and stole my money from me. Not only did they refuse to let me withdraw they actually voided my winnings!! They are thieves 

Dear Lisa,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please could you advise if you have completed wagering requirements on the free spins? What happened to the winnings from free spins? Did you withdraw them, lose or continue to play? Did you receive any explanation from the casino why your winnings have been confiscated? I hope we will be able to help you as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

I only won a couple of dollars on the free spins after I deposited my own $100 I then continued to play with my own money for a few days getting it up to 1450 I then played it down to $1000. As soon as I tried withdrawal they came up with excuse after excuse not to pay me. I had been playing on this site for weeks and had wagered hundreds of dollars of my own money before finally winning anyth of substance. They not only declined to pay me they actually voided $900 returning my original $100 that I deposited. I have asked them 5 times via email to give me the details of whom governs them and whom I lodge a complaint to and the just keep offering me a free spin of the wheel or encourage me to try to win again! They refuse to acknowledge my request. Out of all of my winnings i only won a couple of do on their free spins but they took everything that I won. I’m sooo devastated and disappointed as I did nothing but just play a game that I paid to play. I feel like they would find any loop hole possible not to pay. It’s disgusting 

Dear Lisa,

I understand your frustration. Sorry for asking again, but please could you advise if you have completed wagering requirements on the free spins? What happened to the winnings from free spins? Did you withdraw them successfully or left inside the account? Additionally, please check our review of House of Pokies Casino, https://casino.guru/house-of-pokies-casino-review, as you can see they operate without a valid license. That is why nobody gave you an answer regarding governing authority. Looking forward to hearing from you.

Thank you very much Lisa for providing all the necessary information. I will transfer now your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi Lisa, I just wanted to let you know that I'm looking into the issue and will reply soon. 

Hi Lisa, how much did you win from the free spins?

Hi peter sorry for the delay. I only won a few dollars, I can’t remember exactly but it was less then $10.

kind regards

lisa 

Hi Lisa,

Thank you for your reply. I'm afraid I won't be able to help you with this one. Let me explain why. The issue here is that you mixed funds - your deposit with the winnings from free spins. You should always withdraw your winnings from any bonus before you continue to play. Moreover, you breached the Bonus T&Cs by playing restricted games. Your winnings from the free spins were void and so were the winnings you won later using mixed funds. I'm really sorry but  there is nothing that can be done in this case. Since the casino gave you your deposit back, I can't penalize it for this. Your complaint will be rejected. I can only recommend you to always read Bonus T&Cs thoroughly when you play with a bonus and when you do win, withdraw your winnings right away. I wish I was of more help.

Best regards,

Peter