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

You don't win too often on this casino and when you do it's a bloody hassle, had my withdrawal cancelled and rebated without any email explaining why contacted support for them to tell me I had made bets over $60 dollars when in fact I was betting. 0.80c and brought a bonus feature so they rebated my winnings, shit casino never win much customer service is slow with the online chat and don't expect a response if you send through an email because it's likely you won't get one. Asked them to delete my account because seriously one of the WORST CASINOS

Dear Connerly,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I want to inform you that we cannot make a case solely based on what you are describing. If you have more information that would help our case, please forward them to me. Unfortunately, at this time, if we don’ have any evidence proving that something unfair is going on, there is nothing we can do.

In the meantime, I would recommend checking our review for House of Pokies Casino https://casino.guru/house-of-pokies-casino-review. As you can see from all of the information in our review, House of Pokies Casino is a very bad online casino. We wouldn't recommend playing at it.

Additionally, please check our recommended casinos to find out something more suitable for you:

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Please do not hesitate to contact me if there is anything else, I could do for you regarding your complaint.

Best regards

Kristina

Dear Connerly,

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.

Hi there, so what happened was I had an active bonus and I know the requirements are that you need to wager the amount and it states in the terms and conditions that you can not place a bet higher than 20% of the bonus added but what is doesn't state is that when you "buy a bonus" in a game that is also classified as a single bet. So I was an aware that when I purchased "buy bonus" during game play which was $60 that I was placing a single bet? Even though the "actual" bet during the bonus game was only $0.80c bet per spin. I consider this unfair as it is not stated in the terms and conditions that when you buy a bonus on a game it is considered as a single bet. The outcome of this was that they cancelled my withdrawal a rebated my winnings.

Would you be so kind and forward me your game history? My email address is kristina.s@casino.guru.

How do I do that? Do I need to screen shot each page of my game play history?

I would mainly like to see the page where is this situation shown. You can send it to my email address mentioned above, or post it here. Thank you in advance.

Thank you very much Connerly for providing all the necessary information. I will now transfer your complaint to my colleague Matej 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.

Thank you

Hello Connerly.

Unfortunately, buying bonus features have a big boom recently, many casinos are not ready for that (not mentioning them in T&C's, system marks them wrongly)

If the casino does not explicitly mention them in the T&C's, then we are using the logic that for determining the value of the bet should be used formula money what you used divided by free spins what you got (initial number, not subsequent additional free spins)

For the casino, we strongly recommend mentioning bonus buys in terms and conditions. Another option is to disable them for bonus play/disable them entirely,

I want to ask casino representatives to look into this case and explain the casino policy regarding bonus buys.

We would like to ask the House Of Pokies Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Connerly, I am very sorry, but the casino is non-responsive.

I hope that the casino will reopen the case later, but for now, we are forced to close the complaint as "unresolved."

I am very sorry that we were unable to help you more.