Under Review PokerHuis: no pay, Support is a toxic asset

maxd

Complaints (PAB) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
Our experience with PokerHuis started when we received a player complaint regarding non-payment: player had deposited €500 using a 100% Match Bonus, managed to work it up to a €6500 balance, requested a withdrawal. Casino stalled him saying they were having Neteller problems and they agreed to do it by wire transfer. Unfortunately the casino stopped responding at that point. They wouldn't acknowledge the player's wire transfer details, wouldn't respond to the player's emails and when the player opened a "ticket" in their support system they'd just close it without comment or notice. The player tried for over a month to get some action on the issue, repeated emails and Support Tickets, but the casino people simply wouldn't respond. At this point the player filed a PAB.

Seeing the issues the player was having with casino I asked their (former) licensor what contact info they had on file and tried that approach. Nothing. In fact they ignored everything I said or did until I mentioned that a Casinomeister Warning was going to be the next step. At that point I got a response but they told me they were now a software company and that I should try general Support back at the casino. I did, nothing happened. Then as a last resort I tried the casino's Support Ticket system and got the same result as the player: they'd say "we've informed management" and then a day or two later they'd quietly close the ticket. I'd open a new one, say "what's with the closed ticket?" and we'd start back with the "we've informed management" routine again. And the ticket would get closed again without notice, explanation or warning.

Finally I was given management contact info from the Support Ticket people (and that was confirmed on our forums, here). As with Support my emails to management were received and read, and promptly ignored as always. We've given this more than enough time and effort with zero results, and so ...

Warning: PokerHuis is not paying player withdrawals that they've already approved. They ignore player complaints -- directly and third-party -- and use their Support Ticket system as a black hole to waste everyone's time: deleting Ticket issues without notice or explanation is simply an underhanded way to abuse their system and ignore the issues brought to them, and cowardly to boot. Casino has been added to the Rogue Pit (see here) and Players are STRONGLY advised to avoid PokerHuis.
 

maxd

Complaints (PAB) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
The people at PokerHuis have gone out of their way to assure us that it was all a misunderstanding, etc, and Bryan has opted to rescue them from the Rogue Pit. As such the status of this Warning is now "Under Review", meaning they are on a 90 day probation period to see how things go.

If there are no further problems and/or any problems that do arise are handled promptly and professionally I would expect to withdraw the Warning accordingly.
 
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