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Casino Lab - ignoring emails

Ruling

Resolved - The submitting complainant has become non-responsive to our repeated requests for additional information. As such we assume they have resolved their issue on their own.

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Player's Complaint

I won £100 2 weeks ago. After a few days pending they asked why I had used a card with a different name on and I said I had changed my name legally by deed poll and sent in the documents. A few days later they said they needed I’d documentation so sent it all in 2 of the docs have been verified but 2 haven’t and have been pending for days. Sent numerous emails they said give them up to 72 hours. It has exceeded that now and my emails are being ignored. Live chat is just a chat bot and you get no where. It tells you to email them. I thought Genesis global would be better after losing their license in the UK. They haven’t had it back that long ? Very frustrated.

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4 Responses

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ThePOGG
March 20, 2021

Hi p1nkygal1979 - welcome to ThePOGG.com!

If you have changed your name this will inevitably make it more challenging to verify your identity. As such you should expect it to take significantly longer than normal to complete verification.

Thanks,

ThePOGG

User icon
ThePOGG
April 25, 2021

Hi p1nkygal1979,

Have you managed to verify your account?

Thanks,

ThePOGG

User icon
thepogg
May 1, 2021

Hi p1nkygal1979m,

I'm following-up on the above?

Thanks,

ThePOGG

User icon
thepogg
May 8, 2021

Hi p1nkygal1979,

If we haven't heard from you by Friday the 21st of May I'll assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

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Agreement

p1nkygal1979 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 Lab
  • Malta Gaming Authority
  • Curacao eGaming
  • United Kingdom Gambling Commission
  • Genesis Global Limited

March 20, 2021

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