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Casino Room - Cash out payment lost

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.

Read our Casino Room Review.

Player's Complaint

I requested a cash out of $150.00, I have been told it was processed dec 21, 2020 but I have not received it. I have provided multiple bank account documents as they keep changing what format they need to investigate. At this point they are insisting a $144.00 transaction which clearly states it is a credit for NSF fees x3 is their payment. I have been unable to get their cooperation in the matter, and it's been a month. I am hoping you can intervene and review the information to move this forward. Thank you

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5 Responses

User icon
ThePOGG
January 16, 2021

Hi puddin1999 - welcome to ThePOGG.com!

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
puddin1999
January 21, 2021

Can you let me know if there has been any progress on your end?

User icon
ThePOGG
January 31, 2021

Hi puddin1999,

The operator informs us that they are waiting on you providing documents with your transit/branch number on them to verify that the funds have been sent to the right account.

They have also provided you with proof of payment. If you contact your bank they should be able to trace the transaction with this.

If you could please action the above then let us know the response.

Thanks,

ThePOGG

User icon
ThePOGG
February 7, 2021

Hi puddin1999,

Have you provided the requested documents?

Thanks,

ThePOGG

User icon
ThePOGG
February 14, 2021

Hi puddin1999,

If we haven't heard from you by Friday the 26th of February I'll assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

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Agreement

puddin1999 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 Room
  • Malta Gaming Authority
  • Curacao eGaming
  • United Kingdom Gambling Commission
  • Ellmount Gaming Ltd

January 16, 2021

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