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Cookie - Pay out

Ruling

Found for the Casino - This player has exceeded the maximum allowed bet term while playing with a bonus. As such there is nothing we can do to help them.

Read our Cookie Casino Review.

Player's Complaint

Dear,

After losing quite a bit of money yesterday, I spoke with a customer service representative. He gave out of leniency a personal cash amount to play with, this was 150, - euro. With this I had to unlock the wager in order to be able to pay out. I then succeeded. And the money was in my account. I wanted to pay this amount afterwards. First of all, I had to upload documents. I did this and it was approved. Then requested the payout. Everything was right and on pending. After this I get the message that my bet has been too high. This while it was not a bonus but a personal amount of leniency from the casino to play with. They didn't explain to me what to do, just the wager limit. A very bad communication and after request payment after everything is correct they take my money. I feel cheated by the casino. This while I also bet a lot of money that I lost. Limits have not been discussed at all. Nor was this a bonus you get when uploading money. But it was a leniency bonus.

1. Why can I increase my bet when it is not allowed.

2. I receive a personal cash bonus of 150, - euro from your colleague during chat conversation after what I have lost. However, he does not tell me that there are still certain rules. But he tells me I can offer you 150 euros to play in our casino.

3. I still have the chat conversation in my possession.

4. First you indicate that I have to verify my account and upload documents in order to be able to pay out my money. Then this is all approved and I get another reason for not paying.

5. Why do you interrupt while playing in your casino when I have exceeded the max bet, again we are not told.

6. You do not give clear information to the player.

7. You tell me in a personal conversation during chat that only wager is important to be able to release the money.

8. Does this have to do with the free rounds or the cash bonus that I personally received because these are separate from each other.

I expect you to reconsider this and still pay me out.

I also have proof that I am clearing the bonus and the casino approves all my documents

Read the casino review

3 Responses

User icon
ThePOGG
November 27, 2020

Hi tu_1986 - 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.

Do you have a copy of the Live Chat interaction where you were offered these funds?

Thanks,

ThePOGG

User icon
TU_1986
November 28, 2020

I asked for a copy of my chat with the agent. This is not possible, they indicate. I do have other attachments. In which you can see that I am clearing the bonus, documents are approved And that they have received my payout request. How can I provide you with these attachments. I can only respond with text in the reply. Thanks, [EDIT]

User icon
ThePOGG
December 20, 2020

Hi TU_1986, The operator has provided the Live Chat exchange where you received this bonus. It is as follows:

"[EDIT] Hello. How may I help you? [EDIT] This is my first time at your casino i loose directly a lot of money Is this casino real ? I loose more then 2000 euro in a short time on the slots what now ? [EDIT] All of our slots are from official providers of the games. You may view our license on our website. It's just some bad luck. I really hope you get some better luck next time. [EDIT] its this all of your answer i get 0 bonus you say 100% bonus i never received every time i deposit and never get bonus [EDIT] Let me check [EDIT] check it i want 100% of my deposit as bonus like your casino says [EDIT] i can offer you a little cash bonus for future luck as an exception what do you think? [EDIT] how much ? [EDIT] 60 EUR what do you think? [EDIT] my first deposit is 200euro your casino says 100% deposit on your first deposit i think 200 euro is fair [EDIT] I can offer to you 150 EUR cash bonus [EDIT] oke [EDIT] I will do my best to help you out, please allow more time to work on a resolution for you. [EDIT] can you put it on my play account [EDIT] sure [EDIT] oke thanks"
As can be seen above, at every stage of this conversation the agent made clear that this was a "bonus". As such it is subject to bonus terms and conditions. If you have exceeded the maximum allowed bet while there has been a bonus in your account (you have) there is nothing we can do to assist you. Sorry we cannot be of further help. ThePOGG

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Agreement

TU_1986 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:

  • Cookie Casino
  • Malta Gaming Authority
  • N1 Interactive Ltd

November 27, 2020

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