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Bob - Cashout Denial

Ruling

Resolved - Bob Casino have informed us that this player has been paid. The player has been non-responsive to our requests for updates so we assume they are happy.

Read our Bob Casino Review.

Player's Complaint

Subject : BobCasino.com – software/technical glitch and cashouts denied

To whom it may concern

1-April-2021 :

1.Opened account under main e-mail address [EDIT] and then played for 3 hours. Then logged off and went to bed

2-April-2021

2.Next day, tried many times to enter into account [EDIT] without success, and unfortunately forgot to write down the password.

3.Requested “re-submit password instructions” many times but the system would keep responding/sending only their home page with no instructions.

4.Decided to create 2nd account under [EDIT], played for 1 hour, won $500 and requested cashout. Nothing was happening, became concerned and immediately contacted support staff through the “chat” line and emails.

5.Played $585 in total.

All of the above was explained through the “chat” line and e'mails.

6.Support staff was given both email addresses to help figure out what's wrong in the system (not getting password instructions when requested and cashouts not being paid).

7.Was then sent the instructions on how to reset original account [EDIT] and nothing else was mentioned. So password was reset.

8.Played and won $3,000. Asked for cashout more then once and was continuously refused.

9.Played $2,500 in total.

3-April-2021

10.Received email (Ticket #Q3J8T) from support staff indicating they did a security check, there was two accounts, breached their policy, all cashouts were cancelled, closing accounts, zero tolerance, decision is final, case closed.

11.For the next 3 days, sent explanations/questions only to receive unsatisfactory responses. Kept explaining that 2nd account was created because was not able to get into 1st account due to computer glitches, as well as to cancel 2nd account from their end. Also asked to speak with management and was refused each time.

12.Was then credited $250 into original account [EDIT] so that I stop sending emails and keep my mouth shut! This is unacceptable! And now with this credit they don't close the account, they want me to play the $250 that they credited and take any other monies that I might play. The $250 credit is still there and will not touch until this issue is resolved.

This was my very first time playing online and unfortunately did not read the terms and conditions (like many others that don't read them), so was unaware that was not allowed 2 accounts. Why didn't the “chat" line explain this when first contacted on April 1st ? I had already spent $585 and would have stopped playing right then and there. Instead they send me the instructions to reset password on original account and I continued playing and put in another $2,500. In total, I played $3,085 and I would like to get the $3,000 cashout that is owed to me.

I’m writing to you to seek your help with the $3,000 cashout on my original account [EDIT]. I've been completely honest with the Casino only to be misguided and treated unfairly. They gladly take our monies but when the time comes to pay out, they don’t honor their own guidelines.

If you require further information or proof of anything, please don't hesitate to contact me at your convenience.

Sincerely,

Read the casino review

4 Responses

User icon
ThePOGG
April 10, 2021

Hi meweezie11 - welcome back!

Please ensure you have read our Complaint Guidance to ensure that fully understand how our complaint management process functions.

As we are the ADR for the N1 Interactive Ltd 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

User icon
ThePOGG
April 18, 2021

Hi meweezie11,

The operator informs us that your balance has been restored. Can you please check and confirm?

Thanks,

ThePOGG

User icon
ThePOGG
April 25, 2021

Hi meweezie11,

I'm following-up on the above?

Thanks,

ThePOGG

User icon
thepogg
May 1, 2021

Hi meweezie11,

If we haven't heard from you by Friday the 14th of May I'll assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

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Agreement

meweezie11 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:

  • Bob
  • Curacao eGaming
  • Direx N.V.

April 10, 2021

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