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Casino Universe - i did not get the promised special cashbac and deposit bonus

Ruling

Resolved - Casino Universe 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 Universe Review.

Player's Complaint

on the page https://www.casinouniverse.com/vip-club

is written in the terms and conditions.

For reaching new planets (except Level 1) you'll get: Special cashback and depsoit bonuses.

after wagering 50k i reached level 3 but they dont want to give a bonus they say i already received all bonusses but i never received a bonus for reaching the new level

Read the casino review

4 Responses

User icon
thepogg
December 16, 2021

Hi shaky58 - welcome to ThePOGG.com!

Please ensure you have read our Complaint Guidance to ensure that you 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
thepogg
January 5, 2022

Hi shaky58,

Our understanding is that the operator has made a bonus offer to you to meet the advertised standards but that you have declined this offer and closed your account. Can you confirm?

Thanks,

ThePOGG

User icon
thepogg
January 15, 2022

Hi shaky58,

I'm following-up on the above?

Thanks,

ThePOGG

User icon
thepogg
January 22, 2022

Hi shaky58,

If we haven't heard from you by Friday the 4th of February I'll assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

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Agreement

shaky58 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 Universe
  • Malta Gaming Authority
  • N1 Interactive Ltd

December 16, 2021

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