House of Pokies— player complaints: 5 in English

Deposited under a bonus of 100% plus 3 free spins on the wheel of luck. From those 3 free spins I won 20 free spins which gave me 60c, when I completed the original 100% play thru I didn't realise I had a bet limit of .12c and the refused to pay out my winnings

I had a bonus of 200 free games with a $30 deposit. Had made a few wins and after some two hours and confirmed the balance was all cash no bonus cash. So i proceeded to riase the stakes and bet big which i started to win further on and then when withdrawing the casino tells me its within the wagering requirement period which is a lie! Now ive lost all winnings and they gave me my deposit back.....$30! I lost the $30 and only won from the 200 free spins credit......why are they giving me my deposit back....the customer service person on live chat wont discuss the matter or reply and said send an email. This casino is corrupt. Ive gone through my entire history of dozens of pages to add up the play through amount too!

  First of all the casino confiscated $700 AUD from my account saying I had gone against the bonus rules (I actually hadn't as the bonus was gone). Nevertheless I kept playing the casino. I uploaded my documents. These were approved and I did make a few withdrawals. I then had a big win/s. I then got an email asking for more ID of selfies of myself holding the ID. I submitted these selfies and they were approved. I then retried to make the 3 withdrawals of $5000 per time, as they have a max withdrawal of $5000. I then received an email 3 days later asking for notarized documents of the ID's above. Is this normal? I am now very worried about their next excuse?  

3500 AUD was confiscated from a withdrawal request of 5000 AUD due to an apparent breach of bonus terms in relation to placing too high of a bet during an active bonus. The bonus amount was 35 AUD with a play through requirement of 20 times, which I believe was met before any bet was placed that exceeded the apparent max bet amount . I have asked for game history and proof of breach, which they have failed to provide. Bear in mind the withdrawal process took 3 attempts and 9 days to process, identification had all been submitted prior to first request, they then proceeded to cancel the request twice, and then ask for a bank statement, conveniently you can only get 7 days history of gaming activity on line, I believe they deliberately delayed past this point to process so I could not dispute the claim. I have asked for proof of breach to no response, submitted a complaint, no response, asked for their licensing details, no response, asked for the governing authority over the casino, no response, asked for a copy of the Data that was used to calculate and Determine that a breach has occurred, nothing provided, asked why the casino would knowingly accept a bet that was going to breach their terms and conditions, no response, asked why the clause used to determine a breach was not listed with the bonus terms and conditions when it is directly related to bonus terms and conditions, no response, this clause in general terms and conditions, which is directly misleading players accepting bonuses

Online casino is house of pokies. I withdrew AUD $2001 after playing through the wagering requirements but then received this email; “ Hello [EDIT], We have received your withdrawal request. However, it has been denied by our Audit Team. Please be advised that during the verification of your withdrawal, they have noticed that our Bonus Terms and Conditions were breached. Please be reminded that: "13. Players are allowed to place single bets lower than 20% of the total value of the Active Bonus credited and should not exceed 8 EUR, 8 USD, 8AUD, 8CAD, 80 SEK, 80 NOK (as applicable). Therefore, placing a bet of 8 EUR while there’s an Active Bonus of 100 EUR in effect is considered acceptable practice." Upon checking, on the 19th of August, you have claimed a set of free spins as deposit bonus and generated winnings of $32.90, therefore the maximum bet allowed should be less than $6.58. Our Audit team found bet/s of $8, $9.45 and $10 while the bonus was active which clearly breach our Bonus Terms & Conditions. All your winnings have been voided accordingly and your last deposit of $20 has been returned to your balance. Please find time to also visit our Bonus and General Terms & Conditions to avoid any inconvenience in the future. *Please note that the system time is based on GMT while your account history follows your local time zone. Best regards, Payments Team” I re read all T and Cs and it states it uses your cash balance first and #13 as listed below is when “active bonus is in effect” yet I never went past my cash balance to utilize the bonus so therefore I never bet with the bonus amount. I manually went through my history and added all winnings and deducted my bets and noticed I had only used my cash balance so therefore I never voided this.