Home Complaints House Of Pokies Casino - Player’s struggling to withdraw his funds.

Amount: €5,000

House Of Pokies Casino - Player’s struggling to withdraw his funds.

1.6/10 Very Bad reputation Submitted: 26 May 2020 | Unresolved : 12.06.2020
Our verdict

No reaction policy, good regulator


Case summary

10 days ago - 12 Jun 2020

The player from Australia is experiencing difficulties withdrawing his winnings due to ingoing account verification. We closed the complaint as ‘unresolved’ because the casino failed to reply.

Written by Zuzana R
Casino analyst

i keep trying to withdraw and they never seem to get back to me,

They ask to send all lic & photo id, bank card details & bank statements, which i have done a numerous amount of times!

They say it takes up to 48 hours for my withdrawal pending and if no action has been taken, House of pokies will re credit money back to account, then on the other hand they always send me back an email that i have not sent my bank statement!

well, i give house of pokies 72 hours to refund my money or i will proceed with legal action


Dear Joseph,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. None of the serious and licensed casinos takes KYC lightly. I would suggest contacting the casino and find out what documents exactly are required and provide them in best possible quality and as soon as possible. If all the data is correct, there should be no reason for the casino to delay your withdrawal. Could you please advise how many days ago you have started the verification process and requested your withdrawal? Have you sent your bank statement? Thank you in advance for your reply.

Best regards,



i have sent verification of my personal details a number of times, im just going to wait another 24hours as i had customer support reply and they are looking into it, the last time i tried to collect again was 2 days ago, i havent done anything else with the account, i now have pending 2 x $5000.00 payouts and 1 x $2000.00 payout that is AUD.

i guess i just wait and see.

thank you


Do I understand it correctly that you have started the verification earlier than two days ago? Could you please clarify. Additionally, was the bank statement provided and sent to the casino?


yes! i was sent more than 2 days ago! bank statement, card details, photo id & a current bill with address as requested!


Thank you very much Joseph for providing all the necessary information. I will now transfer your complaint to my colleague Zuzana 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.


Thank you very much, it’s currently been over 3 days and had no response from the casino


Hello Joseph,

I am very sorry to hear about your issue. I will do my best to help you.

I would like to ask the casino where is the problem with verification. We would like to know which documents you are missing, so Joseph can provide them as soon as possible.


i spoke with customer serive today, just waiting on email


i cxant believe, they have wiped the 2 x 5000 withdrawl and refunded me with $320! this is a joke! please help me, is there an email i can send to you with this info



Ashley Marie V. (_)

May 31, 2020, 7:23:47 AM GMT+3

Hello Joe,

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 21st of May while having a cash balance of $321.61, you have received a free bonus of $2.27, therefore the maximum bet allowed should be less than $0.45

Our Audit team found bet/s of $2 and $3 while the bonus was active which clearly breach our Bonus Terms & Conditions.

All your winnings have been voided accordingly and your cash balance of $321.61 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

THIS IS A JOKE! i have documents of my collects and they have voided all my cash and returned me $320.00, i have demanded a refund on all of the money i have deposited in there casino, 2 X $5000 withdrawl and they take the lot, all done on different days


Thank you very much for your update. We ask you to be patient and wait for the casino reply.


Thank uou for i you our help


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, we will close the complaint as ‘unresolved’.


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’.

I am very sorry I couldn't help more, 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.

I hope you won't come across a problem like this again.