My phone got stolen I reported this and had my email changed as I couldn’t get into the gmail account anymore I had joined up with so I got it changed and also wanted to check if there were any other accounts in my name and they found two and got rid of them as a wanted to make deposits and wanted to make sure if I won I could get out so then I started playing and won $14.500 and now after like 3 weeks of verifying account they close account and say it’s because of another account in a email I no longer used since losing phone but I told them to check and now they are blaming me when the reason my email address was changed was because I made deposits with card and my whole phone was stolen and my bank account got into I told them this and now they are blaming me ???

Dear Delcie, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the casino’s T&Cs (https://www.houseofpokies.com/en/terms-and-conditions) and I found this:

?2.8 Duplicate Accounts are those accounts which include but are not limited to the following identical features: e-mail address, phone/mobile number, IP address, billing/household address, device used for registration, deposit, login and gameplay."

Could you forward any relevant communication between you and the casino to [email protected]? (Or you can post it here). Looking forward to hearing from you.

Best regards, 

Kristina

Delcie, thank you for your reply and email. Would you be so kind and forward the communication between you and the casino to my email address? I would like to see the message in which you asked the casino to change your email address and their reaction to it, as well as the message where you were informed about those duplicate accounts.

hi their Kristina as I’m not that good with emails and writing do you have a phone number I can contact you on at all ?

I apologize Delcie, but I cannot share my personal information with you. I hope you understand. I see that you attached a screenshot in your previous message. Would it be possible for you, to post here screenshots of those conversations?

No worries have wrote you one half of email to you personally

I must admit that your email is a little bit confusing and hard to read. Using dots and commas would make it a lot easier for me, but I went through all of it and I would like to ask you a few questions:

1. Do all 4 mentioned email addresses belong to you?
2. Did you use all 4 email addresses to create accounts in this casino?
3. Did you activate any bonuses in more than one of these accounts?

i can confirm they know they done the email change on the 26th June would that be good enough??

I’m very sorry but you haven’t answered any of my previous questions. Please, try to assist. All requested information is essential if we wish to proceed with the case.

That’s the thing I was not finished my letter to you so can you pls wait from asking questions as I told u I’m only half way through so how can you ask qeuestions when your clearly not hearing me ?

and I aplodised about the gramma no need to be rude about me not answering your questings when you haven’t heard my what I have to say so do you want to hear the rest of what happened or not ?

Delcie, it was not my intention to offend you in any way, so I truly apologize for it. If there is something else that you want to share with us (the second half of your email together with any proof that could help us successfully resolve this complaint), please do so, so we can gather all the necessary information as soon as possible. Without it we aren't able to proceed with further investigation.

Again, I am sorry if I sounded harsh, I am trying to help you, but we need to have as much information as possible about your problem, so we can better decide what our next steps will be.

Sorry I took some time out as we just found out about a death in the family

Dear Delcie,

I went through everything in your email and I checked the casino's T&Cs (https://www.houseofpokies.com/en/terms-and-conditions) and I found this:

"3.1 Each player is entitled to a single, unique Player Account. Players found to have registered

          multiple Player Accounts, otherwise referred to as Duplicate Accounts, using the same or different

          personal information will have their accounts closed and all winnings generated withheld with

          immediate effect. All transactions with the intent of cheating or defrauding the Casino will be

          cancelled at our own discretion."

Unfortunately, since you've created multiple accounts, you breached this term. This wasn't just because of lost phone and changed one email address to another. I am truly sorry for your current life situation, however it doesn't change the fact, that there have been multiple accounts created by one person which is highly against the casino's T&Cs. The casino sees this as fraudulent activity and has the full right to confiscate your winnings and close your account.

We discussed possible options with our team, but sadly, there is not much we 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. Please, never create more than one account per one casino, as most casinos have zero tolerance in situations like this.

After gathering all the necessary information we are rejecting this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.