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

They have cancelled or witheld my withdrawl more then once, each time using a different reason. The last time they cancelled it completely saying I breached t&c's. They said I made $10 bets on bonus money. The thing is I didn't do any $10 bets at all.

Dear Susan,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Was this you first withdrawal request in the casino? Could you specify or send us the link of the bonus you have been playing with? Did you receive any proof of breaching the casino terms and conditions? Also please, if you have any relevant communication with the casino regarding your case please forward it to nikolas.b@casino.guru.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Nick

Hi, I did cancel a smaller withdrawal request myself because i decided that I wanted to keep playing and didn't have the money to do another deposit. I can't send you the link to the bonus as I didn't know that I was playing a bonus. I was given no proof of the breach just an email saying that's why I wasn't getting my withdrawal. I did make an enquiry about the withdrawal and they told me that I had bonus amount of $1.30 and to play that so it didn't stop my withdrawal so I did that and then they sent me the email saying I breached something.

Thank you very much Susan. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your account being closed in the near future.

Thank you.

Hi Susan,

I looked at your case and understand your situation. I will try to contact the casino and see if I can help. I have to warn you though, the casino usually doesn't reply to complaints published on our website.

Thank you for taking the time to try help.

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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hi Susan,

Unfortunately, the casino hasn't replied to the complaint. I’m afraid, there is not much that can be done without their cooperation. If the casino decides to react, we will reopen the complaint and you will be notified by email.  I will mark the complaint "unresolved" in our system. I wish I could help you more.

Best regards,

Peter