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Resolved - The submitting complainant has become non-responsive to our repeated requests for additional information. As such we assume they have resolve their issue on their own.
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I played Neon Staxx/Reel Rush. My balance was around 1500 euros. I hit autospin with 3e bet and 500 rounds. I was not watching the whole time, but at some moment, my account was locked-up and I could not log in. I did not receive any explanation for a week, and then they informed me that I was abusing bonus rules and for that, I have been banned from the casino. They said it was not about the autospins but would not define the violation better. IMO I did nothing wrong. I dont even know how much money I have in the account atm. It seems to me they are trying to prevent me getting some major wins. Please help.
Hello, what is the situation of this claim?
It has been couple of months and I have heard nothing from you. Can you please give me some kind of update on this issue?
Best regards,
[EDIT]
I have been waiting for response almost 2 months now. Could someone, please, comment on my issue?
Hi rullapyorii,
Apologies for the delayed response. Your case is of a complex nature that has taken a lot of work to sort through.
Having reviewed your play history I'm afraid to say that your balance was never anywhere even close to €1.5k. The highest value your balance reached while playing with this bonus was €695.90. The balance that was in your account at the time of closure was €257.00.
The operator is unwilling to re-open your account and you should be aware that you are no longer welcome to play with any operator on the MT SecureTrade license. However, despite the wagering requirements for this bonus not having been completed, the operator will be paying out your balance at the point the account was closed €257.00. We would appreciate it if you could let us know when you receive your funds.
Thanks,
ThePOGG
Hi rullapyorii,
Have you received your funds?
Thanks,
ThePOGG
Hi rullapyorii,
I'm following-up on the above?
Thanks,
ThePOGG
Hi rullapyorii,
If we haven't heard from you by Friday the 11th of September I'll assume you no longer need our assistance and close this complaint.
Thanks,
ThePOGG
rullapyorii 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:
March 17, 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.
Hi rullapyorii - welcome to ThePOGG.com!
As we are the ADR for the MT Secure Trade license under the Malta Gaming Authority license there is certain information we have to provide you now.
You can find all the relevant information about this service here – http://thepogg.com/terms-of-use/ and the terms of use for our complaint service here - https://thepogg.com/terms-of-use-for-dispute-resolution-service/
To summarise.
– Use of this service does not preclude your seeking redress through court proceedings .
– This service is free to use for both the complainant and operator.
– At any point during the procedure the submitting party retains the right to withdraw their complaint. This does not preclude our right to continue the discussion with the involved operator of general issues related to the complaint (i.e. insufficiently clear terms and conditions).
– You are not obliged to obtain independent or legal advice or representation, though you may choose to do so.
If you have any questions about the above, let me know.
I'll contact the operator and see what we can find out for you.
Thanks,
ThePOGG