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

Amount: A$700

House Of Pokies Casino

Safety Index:Low Submitted: 20 Mar 2020 | Case closed : 06 Apr 2020

Case closed Our verdict

Player stopped responding

REJECTED

Case summary

4 years ago

The player from Australia had her winnings voided due to alleged breaching of promotional terms and conditions. We rejected the complaint because the player didn't respond to our messages and questions.

Private

Kathleen

Unregistered user

Private

4 years ago

Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

Public

Petronela

Complaints Team Lead

Public

4 years ago

Dear Kathleen,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please, could you advise if you have accumulated your winnings with a bonus play or without accepting any promotional offer? The best way to verify this, would be forwarding your game or bonus history to petronela.k@casino.guru. Furthermore, please could you confirm that you have completed KYC verification successfully in the past? I hope we will be able to help you as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Edited by a Casino Guru admin

Public

Petronela

Complaints Team Lead

Public

4 years ago

Dear Kathleen,

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.

Public

Petronela

Complaints Team Lead

Public

4 years ago

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.