Home Complaints House Of Pokies Casino - Winnings from the bonus play have been cancelled.

Amount: A$1,000

House Of Pokies Casino - Winnings from the bonus play have been cancelled.

1.6/10 Very Bad reputation Submitted: 25 May 2020 | Unresolved : 12.06.2020
Our verdict

No reaction policy, passive regulator

UNRESOLVED

Case summary

9 days ago - 12 Jun 2020

The player from Australia has been accused of breaking the Bonus T&Cs by playing restricted games. Casino forfeited all winnings generated from the bonus play. We closed the complaint as ‘unresolved’ because the casino doesn't reply to complaints.

Written by Peter M
Casino analyst and complaint specialist
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wil not withdrawal my 1000 and voided it as they said that i played a restricted game, that game should have been blacked out like restricted games are in other casinos.

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Hello Em,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the general bonus terms and conditions, and I found a list of restricted games. I have to say, even if the list is quite long, if the casino shares all the relevant information on their website, there is not much we can do, to support this case.  

We would like to see casinos implementing systems that would prevent players from playing restricted games or placing higher than allowed bets, but, unfortunately, this is not a standard practice yet. You were not stopped or blocked when you decided to play a restricted game, and, as a result, you breached the rule. 

Sadly, there is not much I can do to support your case at this time. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed. Please do not hesitate to contact me if there is anything else, I could do for you in this matter, otherwise, I will be forced to reject your complaint. Thank you for your understanding. 

Best regards,  

Kristina

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Hi Kristina I have played with many casinos and all restricted games are blocked to play when you are meeting the wagering requirements. I played ten dollars on the restricted game and then went on to play other games until i met the wagering playthrough. I deposited 50 in to the account with a credit card not in my name which didnt bother them even though that breached terms and conditions.

i had two pending withdrawals, the 650 was wagering the other one of 350 had no bonus

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hey kristina, the first deposit of 20 which they voided my winnings of 650 and gave me back the 20 i played one restricted game. the second time i deposited 30 on no bonus at all and won 350, i should have got that 350 at leastr but they voided that too despite not needing to wager any amount as i didnt have a bonus

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Hello Em,


Did the casino give you any particular reason for voiding your winnings of €350? Would you be so kind and forward me any relevant communication between you and the casino? My email address is [email protected], or, alternatively, you can post it here.

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No kristina they put the reason for the giant panda game for the whole $1000 and when i sent the screenshot of the two seperate deposits and the 30 dollar deposit with no bonus and winnings of 350 they just said their decision was final

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Thank you very much Em for clarification. 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 problem being resolved to your satisfaction in the near future.

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Hi Emma,

I'm taking over your complaint. Let me ask you a question. You mentioned this: " I deposited 50 in to the account with a credit card not in my name..." Does it mean the deposits were made by a credit card not in your name?

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yes and i spoke to them about it through live chat and they still verified and approved my account, i had the persons permission and they said it didnt matter. i deposited 20 the first time then 30 and that second time is when i won the 350 with no bonus attached

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Do you have any screenshot of this conversation you could send to me ([email protected])?

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Hi Emma,

Thank you for the email. I will try to contact the casino and see if I can help you. However, I have to warn you, the casino belongs to a group that doesn't really reply to the complaints published on our website.

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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.

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Hello Emma,

I tried to contact the casino repeatedly, but it failed to reply. I’m afraid, there is not much that can be done without their cooperation. I will mark the complaint "unresolved" in our system. I understand, this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. I wish I could help you more.

Best regards,

Peter