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Hi asnmfvksasf,

Please quote the last communication you received from the operator.

Thanks,

ThePOGG

They do not communicate with me. 

They have ignored every message on live chat. They have listed an email that doesn't exist on their site and won't respond to any emails I send to other addresses. 

The last emails they've sent me is confirming all of my documents have been verified.

Why are you not responding? This is a serious situation.

Hi asnmfvksasf,

You state:

"They are refusing to let me withdraw and keep saying I need to send documents but not saying any document I need to send. "

Please quote this communication.

Thanks,

ThePOGG

"They are refusing to let me withdraw and keep saying I need to send documents but not saying any document I need to send. "

What do you mean??? Is this me quoting it??? Why are you not doing anything???

Hi asnmfvksasf,

No that is you quoting yourself. A quote is:

"repeat or copy out (words from a text or speech written or spoken by another person)."

- <a href="https://www.google.com/search?q=what+is+a+quote&rlz=1C1FKPE_en-GBGB931GB931&oq=what+is+a+quote&aqs=chrome..69i57j0i512l6j0i10i512j0i512l2.3791j0j7&sourceid=chrome&ie=UTF-8" target="_blank">Google definition of a quote</a>

Please copy and paste the communication <strong>from the operator</strong> relating to this matter.

ThePOGG

How can I quote communication when they're not communicating with me?? What a stupid thing to say. I have a screenshot of them not showing any documents they're asking for and emails of them confirming my documents are verified. 

After weeks of ignoring my live chats they finally responded with this. 
"Hi there Benn, thanks for contacting us regarding your withdrawal.
Sorry for my late response, thank you for your patience.
I'm  Michel from the customer support team assisting you today.

Benn, I am sorry that this hasn't worked out as expected.
Please note that this chat tool works like a messenger, comparable to WhatsApp, Telegram, FB messenger, and similar services, so I recommend that you always communicate your concern directly to save your valuable time and we can deal with your inquiry as soon as it is assigned to one of our staff.

Thank you for uploading your documents and being authorized.
Your withdrawal request of 150 GBP has been approved for your Visa**7039, congratulations on your winnings.
Bear in mind that it takes 2-7 working days to process by your bank provider to accept the payments from us.

If there is anything we can assist you with Benn, please contact us again via chat tool or send us an email. Thank you for your cooperation and I do apologize for the inconvenience this caused you. Don't forget to check your Daily Picks for amazing offers waiting for you.
Wishing you a nice day :)"

My name is not Benn, my withdrawal hasn't even been submitted and is for a lot more than €150 and that is not my card.

[EDIT]

How can you let them get away with this?

Hi asnmfvksasf,

This is your one and only warning  - if you engage in rude or abusive communications to this service again we will disengage any further involvement in this claim.  We already have more than ample grounds - due to various activity patterns you have engaged in - to terminate our involvement in this claim and are extending significant benefit of the doubt continuing to expend resources on this claim at all.

As to how we can "let them get away with this",:

a) we are in no way responsible for the actions of this operator 

b) we have no legal authority over this operator 

c) this operator is Blacklisted with this service and 

d) we have drawn no conclusions about this operator's actions at this stage as you have failed to provide the information that we have requested to conclude our preliminary review of the matter.

As has been pointed out twice now, you stated:

"They are refusing to let me withdraw and <strong>keep saying</strong> I need to send documents but not saying any document I need to send. "

It is apparent from the above that the operator has sent you a communication ("saying") - whatever form that may take - that stated your withdrawal has been declined, that you need to submit documents and, by your interpretation, fails to tell you what documents to submit. Again, please quote this communication.

ThePOGG

They have not sent me any communication saying I need to send specific documents.

On the withdraw page I click on the icon to withdraw and it loads up a window that says "Before we can proceed with your request we need to verify some details. Press OK to upload your documents and then wait for an email confirmation".

I have done this several times. 

It takes you to the page where it requests your ID, proof of address and images of your card.

I have sent all of these and they have all been verified. I have email confirmation of all of this.

Now when it takes me to that page where it requested those documents it is completely blank. It is not requesting any documents. There is nothing there. I don't know how much clearer I can make this.

I have screenshot evidence of all of this if there is a way to send that to you?

If you're looking in to this please respond and say so. It's very concerning when I don't hear back from you for days.

Hi asnmfvksasf,

Your complaint is one of hundreds that we are currently managing, and one that we are dealing with informally. You are no more and no less important than any other complainant and need to adjust your expectations regarding where and when you will receive responses from us regarding this matter to avoid frustration or disappointment. We provide a clear alert on every complaint file stating that you will only receive updates when we have new information for you and I would recommend that you read our <a href="https://thepogg.com/how-to-report-complain-about-an-online-casino/">Complaint Guidance</a> to find further information on how the complaint management system functions.

Unfortunately you have chosen to play with an operator that is both negatively listed with this service and who has historically been non-cooperative with complaints submitted to us.  While we will try to contact the operator on your behalf the chances of a successful mediation are low.

Thanks,

ThePOGG

Thanks for nothing. You are all useless. Everyone knows it. Everyone who has ever heard of you laughs at how pathetic you are. Hope that makes you feel better. Disgraceful.

Hi asnmfvksasf,

Given that we can state with a high degree of confidence that the name submitted on this complaint is not in fact the name of the person operating this account - which would if true amount to fraud - we were giving you the benefit of the doubt in trying to contact the operator to confirm that our assessment was correct rather than simply rejecting this claim in the first instance. As you've fallen back into the repetitive behaviour pattern of sending abusive communications we will be discontinuing any further involvement in this claim and you should consider this user account banned from any further use of this service.

Future submissions that are identifiable by the matching activity patterns you have demonstrated will not receive any benefit of the doubt.

No further posts will be approved on this thread.

ThePOGG

Even without speaking to the operator, we can state with a high degree of confidence that whoever is operating this user account has submitted complaints under several different legal names.

I have completely verified my account sending my ID, POA and Card. They are refusing to let me withdraw and keep saying I need to send documents but not saying any document I need to send. They refuse to answer me on live chat and refuse to respond to me on email.

Bacana Play - Refusing to let me withdraw after verifying

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