House of Pokies - Withdrawal issues
Found for the Casino - This player has exceeded the maximum allowed bet term while playing with a bonus. As such there is nothing we can do to help them.
Read our House of Pokies Casino Review.
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.
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.
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