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Casino Buck - has failed to pay me my 2K€ winnings

Ruling

Resolved - Casino Buck 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 Casino Buck Review.

Player's Complaint

I won 2000 euro on playing slot machines at the casino in question. I asked for a withdrawal of the money and after completing their verification process successfully the withdrawal request was approved on 25 June. After not having received the winnings after a waiting period of one week, I contacted the casino. They gave me a standard "we are investigating the matter" reply and they have kept doing so for almost 30 days now with no end result in sight. They keep telling me that they are investigating the matter (same reply almost 40 times!) and this even though I have documented to them that I have not received the money. Since this is a case of a standard wire transfer, the casino should have received the money back now in case they have used a wrong account number/credit card number but they still claim to be investigating the matter. To me this seems to be a clear case of stalling in the hope that they can avoid paying out my rightful winnings.

Read the casino review

5 Responses

User icon
thepogg
July 19, 2021

Hi Disneyana - welcome to ThePOGG.com.

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.

I'll contact the operator and see what we can find out for you.

Thanks,

ThePOGG

User icon
Disneyana
July 25, 2021

I appreciate your help as I have had no luck so far myself.

User icon
thepogg
August 24, 2021

Hi Disneyana,

Casino Buck inform us that your payment has been processed. We would appreciate it if you could confirm when you receive your funds.

Thanks,

ThePOGG

User icon
thepogg
September 4, 2021

Hi Disneyana,

Have you received your funds?

Thanks,

ThePOGG

User icon
thepogg
September 11, 2021

Hi Disneyana,

If we haven't heard from you by Friday the 24th of September I'll assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

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Agreement

Disneyana 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:

  • Casino Buck
  • Malta Gaming Authority
  • N1 Interactive Ltd

July 17, 2021

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