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Bob Casino - False statement/advertising

Ruling

Found for the Casino - The player's comp points have already been redeemed. They received the advertised bonus for their points.

Read our Bob Casino Review.

Player's Complaint

I contacted the casino to ask how I redeem my Redeemable Comp Points: 1110

Their response was they are not redeemable they are only for VIP levels. Again I said but they are listed as REDEEMABLE COMP, they only thing they replied sorry for inconvenience. I feel they should not advertise REDEEMABLE if they are, it's a false statement.

Read the casino review

7 Responses

User icon
ThePOGG
February 24, 2021

Hi jand1965 - 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
jand1965
February 24, 2021

Thank you

User icon
ThePOGG
February 28, 2021

Hi jand1965,

Where exactly did you see the statement that these points were redeemable?

Thanks,

ThePOGG

User icon
jand1965
February 28, 2021

When looking under"my account" it reads as follows:

"Add currency

Comp Points

Redeemable Comp Points: 1110

Status Comp Points: 1110"

User icon
ThePOGG
March 7, 2021

Hi jand1965,

Please take a screenshot of this and send it to [email protected].

Thanks,

ThePOGG

User icon
ThePOGG
March 14, 2021

Hi jand1965,

I'm following-up on the above?

Thanks,

ThePOGG

User icon
ThePOGG
April 4, 2021

Hi jand1965,

I've reviewed this matter with the operator. The comp points in question are part of the advertised VIP program on their site. They are exchanged for various rewards - mostly no deposit bonuses and free spins - once you have accumulated certain numbers of them. You have accumulated 1141, which is enough to have received Level 5 (750 points - €10 NDB + 30 free spins), but are still short of Level 6 (1200 points). You have already been credited and played the your rewards for Level 5. The comp points displayed are redeemable and will be redeemed at the point where you pass the Level 6 threshhold.

Thanks,

ThePOGG

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Agreement

jand1965 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.

February 24, 2021

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