Energycasino - refund request

Hi Pascal107- 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 Probe Investment Limited 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.

Please confirm if this is correct:

You self-excluded your account on the 14th of January. You then opened a new account last week?

Thanks,

ThePOGG

Hello, I have read the complaint guide and understand the complaint management process.

Regarding your question:

No, that is not correct. I opened an account with energycasino in 2019. I had this account blocked on 01/14/2020 due to gambling addiction.

After that I also did not log in the account anymore, because I assumed that it was blocked.

Now I fell off the wagon and have played at energycasino again, with the same account, which I had blocked due to gambling addiction. However, I only remembered afterwards that I had actually had the account closed.

The energycasino told me they never received this email, but I can prove the email.

Therefore, I demand the amount that I have gambled after the request to close the account back from the casino, because I should actually have a closed account here and therefore also no transactions should be made from my side.

Hi Pascal107,

Please forward the email to [email protected].

Thanks,

ThePOGG

Hello, i sended you the Mail.

Hi Pascal107,

Please take a screenshot of this email and send it through to us.

Thanks,

ThePOGG

Hello, it’s sended.

Hi Pascal107,

We need you to create a video on your phone of you logging into your email account on another device, going to your sent mail folder, locating this email and opening it, ensuring that you show the details of where the email was sent to.

You can use a free file transfer service like TransferNow to send the file to us.

Thanks,

ThePOGG

Hello,

i made a screen recording and showed you the sended mail in another email app from web.de

I sended you the video via mail.

Regards

[EDIT]

Hi Pascal107,

Thanks for your email. However, you have not followed the instructions provided.

Firstly - a screen capture video is not sufficient. You need to use your phone to create a video of you going through this process on another device.

Secondly - you have not shown yourself logging into your email account.

Please create another video meeting the above standards.

Thanks,

ThePOGG

Hello, I created and new video and sended it to you.

Please Tell me if this is alright.

Hi Pascal107,

The operator informs us that this matter has been resolved. Can you confirm this outcome?

Thanks,

ThePOGG

Hello,

thanks for you reply. They offered me a 50% refund and i accepted this.

Will be on my Bank Account in 3-5 days, then i Can confirm that this is solved.

Regards

[EDIT]

Good Morning,

today i received the refund. Thank you very much for your help.

Regards

[EDIT]

Hi Pascal107,

Thanks for letting us know - it is appreciated :)

ThePOGG