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House of Pokies – Withdrawal issues

Ruling

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.

Player's Complaint

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.

Read the casino review

1 Response

ThePOGG
Aug 27, 2020

Hi elle666 - welcome to ThePOGG.com!

Unfortunately there is nothing we can do to assist you in this situation. Bonus terms come into force at the point that the bonus is added to your account and the restrictions remain in place until such time as you have completed the wagering requirements. If you have placed bets over the maximum allowed bet before completing the wagering requirement the operator are within their rights to consider the bonus contract void and reset both parties to pre-contract positions.

Sorry we cannot be of further help.

ThePOGG

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Agreement

elle666 consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • Hopa
  • Malta Gaming Authority
  • United Kingdom Gambling Commission
  • Aspire Global International Ltd

August 23, 2020

The United Kingdom of Great Britain and Northern Ireland sits to the north-west of mainland Europe. The United Kingdom shares a border with The Republic of Ireland and has coasts on the Atlantic Ocean, Celtic Sea, North Sea, Irish Sea and English Channel. The population of the UK is approaching the 67.6 million mark leading to a fairly densely populated land mass. The gambling sector in the United Kingdom is entirely regulated and licensed by the UKGC – the United Kingdom Gambling Commission. Should players resident In the UK wish to gamble with foreign based operators there is no history of this being treated as a criminal offence, but high levels of protection exist for UK residents playing with UK licensed operators.

Disclaimer:

The above information is what we believe to be the the legal status of online gambling, however information on this topic is limited and hard to find. We accept no liability for any errors or ommissions. It is the reader’s responsibility to ensure that they know the legality of online gambling in their country before engaging with any online gambling service.