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Bob - Casino has confiscated my € 12,000 winnings!

Ruling

Resolved - Both the submitting complainant and Bob Casino have informed us that this issue has been resolved and the player has received their funds.

Read our Bob Casino Review.

Player's Complaint

Hi everyone, I urgently need your help. The MAG Player Support passed me on to you. I have been a VIP customer at BOB Casino for a long time and have been completely verified and have already made deposits and withdrawals. Due to a bank change, the online payment at my new bank did not work. That's why I asked my mother for permission to fund BOB Casino from her account. I then transferred money from my bank account to my mother's and when the money arrived, I deposited it at Casino BOB. There were several deposits in a period of approx. 2 weeks. The amount paid into my mother's account is € 7,680. From Monday to Tuesday of this week I then made a profit of over € 12,000. When I requested a withdrawal to my mother's account, the problems started. (Deposit and withdrawal was requested to the same account). I then had to send the deposit slip from my mother's account, after which I was informed that it was against the terms and conditions to make deposits from another account. I didn't know that and I apologized to Casino BOB. But it was my birth mother with her consent and not a stranger. Now I know that and will not do this anymore.

The casino then blocked my account and confiscated my winnings. The manager wrote to me that the casino does not pay out my winnings and they do not want to reimburse the amounts deposited from my mother's account, even though the winnings are far greater than the deposits.

If the casino does not accept these deposits then they should have sent the deposits back to the sender, or at least now. The casino accepted every deposit and added it to my account. Also, I don't understand if the casino doesn't accept third party deposits, do they accept losses but not winnings? A little questionable.

I've always enjoyed playing at BOB and everything has been fine so far, but the casino didn't even ask me for confirmation from my mother for consent, just blocked my account and told me that the manager's decision would be final.

Of course it annoys me that my winnings are not paid out !! ??

Now I would like to have at least the paid-in amounts of € 7,680 back on my mother's account, as this is not accepted by BOB. The profit on my account is much higher than the amount deposited. The terms and conditions of BOB also state that the money will be refunded, that's how I understood it. But I sent several emails asking for it, it came out that nothing will be refunded.

I ask for your help so that I can get my honest money back.

Read the casino review

12 Responses

User icon
ThePOGG
October 10, 2020

Hi chrisi0007 - welcome back!

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.

To be clear - we cannot assist you getting paid your winnings. You have breached terms. However, we will discuss the deposits with the operator.

Thanks,

ThePOGG

User icon
chrisi0007
October 11, 2020

hello dear team that i can't get the winnings is annoying but i understand that i made a mistake. but since bob says you don't accept the deposits you have to refund them and you didn't do that. There was over 12,000 euros in real money on my account, don't you have to deduct the deposits and refund them and then confiscate the rest of the winnings? should i send you a screenshot i made of the account with the money? and all the deposit slips that bob has not refunded? Please provide brief info. Thank you.

User icon
chrisi0007
October 12, 2020

Dear The Pogg Team, I would like to inform you that Bob Casino contacted me today and requested all the deposit receipts from my mother's bank account, I forwarded these screenshots to Bob via email.

If you would like me to send you any documents as well, please let me know.

Thanks for your help.

User icon
chrisi0007
October 14, 2020

dear the pogg team, i wanted to ask if there is any news for me yet? thanks a lot.

User icon
ThePOGG
October 18, 2020

Hi chrisi0007,

Bob casino informs us that the deposits have been refunded. Can you confirm receipt of the funds?

Thanks,

ThePOGG

User icon
chrisi0007
October 19, 2020

Hello,

No payment has been received so far.

User icon
chrisi0007
October 19, 2020

Hello,

No payment has been received so far.

User icon
chrisi0007
October 22, 2020

Dear team,

the payment has still not arrived.

User icon
chrisi0007
October 26, 2020

Dear The Pogg Team,

I need your help again because I can't get anywhere with Casino Bob alone.

Due to the casino deposits at BOB which I made from my mother's account and the reason for the payments was my name, my mother's bank blocked her account and investigated these transactions. During this period the refund payment was received from Bob, due to the account lock, my mother's bank automatically sent the money back to the sender.

My mother received confirmation from her bank last week that the account block has been lifted and apologizes for the inconvenience. My mother has asked her bank to check where this incoming transfer of € 7.680,-- is located. The bank has confirmed that this payment was automatically sent back to the sender on Friday 16.10.2020. You should contact the sender to have this payment redirected, as the account has now been unblocked and can receive payments again.

I have forwarded this email confirmation to Bob Casino and also a bank statement from my mother stating that the transfer was not received.

The return of the bank transfer must have been returned to BOB already since 19.10. or at the latest since 20.10.2020.

I have asked BOB several times since 20.10.2020 to check if the payment has been returned and to confirm this and to redirect the transfer to my mother's bank account. Now everything is in order with her account and the transfer can be received.

I now need your help in getting BOB Casino to remit the refund again so that this matter is resolved.

Unfortunately, I can't get further with the BOB Casino on my own.

I can gladly forward this evidence to the bank if they tell me to which email address I can send it.

Thank you very much in advance.

Best regards

User icon
chrisi0007
October 26, 2020

Hello, I would like your help and feedback. If I don't receive any feedback from pogg, I don't know what's going on, whether I should send proofs and documents?

Please send me an info.

thanks a lot

User icon
chrisi0007
November 4, 2020

Hello, I have received the money. thank you for your help.

User icon
ThePOGG
November 4, 2020

Hi chrisi0007,

Thanks for letting us know - it is appreciated!

ThePOGG

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Agreement

chrisi0007 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.

October 10, 2020

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