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

Dear Jacinta,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

We will contact the casino and ask for their cooperation in resolving your issue, but, before we do so, could you please advise if you have received any official report from the game provider confirming that a technical issue has occurred? Have you, by any chance, saved your cashier and game histories before your account got disabled? If yes, please forward them to petronela.k@casino.guru. 

Could you please specify if you have withdrawn any winnings from this casino in the past or this was your very first game session?

Hopefully, we will be able to help you as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Thank you very much, Jacinta, for providing all the necessary information via email. I will now transfer your complaint to my colleague Andrej 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.

Dear Jacinta,

I’ll be taking care of your complaint from now on. I’ll contact the casino and see if I can help.

I would like to invite House Of Pokies Casino to join this thread.

Dear House of Pokies representative,

Can you please explain in detail the circumstances regarding the system error that occurred during Jacinta’s game session? You can forward any relevant evidence to my e-mail address andrej.p@casino.guru.

We would like to ask 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’.

Dear Jacinta,

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case and we were left alone in our attempt to solve this issue.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

As you might know, House Of Pokies Casino received a ‘Very bad reputation’ from us, which means we would not recommend players to choose this casino. I strongly recommend only choosing casinos that have received at least a ‘Very good reputation’. You can check the list of the casinos we recommend [here]. I hope you will never come across a problem like this again.

The casino can reopen this complaint anytime.