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Gioo Casino - Misleading promo and rude support

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 Gioo Casino Review.

Player's Complaint

On 20th oct at 01:44 (casino time) I made a deposit to with the promo code HOG2 which contains 200 free spins that will be given in 4 packs. The first pack was added instantly when the deposit was done. The second pack was added 24 hours later. Today i notice the third pack is not in my account. I asked live chat about it and she said it will be added this evening (22 oct) at 23:45 which is odd because thats 48 hours later from the last pack i received. I explained to her how the bonuses normally work. Now she is telling me that the next pack will be added 72 hours from the last pack. Obviously she is playing with me and did not take my case seriously. I feel very offended by the agent's behaviour. This is not the way to treat your customers. Support staff are there to help their customers, not to mock them.

This kind of behaviour is not acceptable, [EDIT] i dont know because she saying things that did not make any sense to me. I have proof of this conversation if needed.

Thank you

Read the casino review

5 Responses

User icon
thepogg
October 22, 2021

Hi TPdedi - welcome to ThePOGG.com.

Please ensure you have read our Complaint Guidance to ensure that 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.

Please refrain from making disparaging conjectures about specific individuals. These are both unverifiable and non-relevant to your claim.

Where did you see this promotion advertised?

Thanks,

ThePOGG

User icon
tpdedi
October 22, 2021

I recieved the promo via email sent from them directly so there is no third party or whatsoever involved. I have made the deposit, got the first pack fs instantly and the second pack was added 24 hours after but the third is now missing for more than 30 hours now.

User icon
thepogg
October 23, 2021

Hi tpdedi,

Please forward the email to [email protected].

Thanks,

ThePOGG

User icon
thepogg
October 30, 2021

Hi tpdedi,

I'm following-up on the above?

Thanks,

ThePOGG

User icon
thepogg
November 7, 2021

Hi tpdedi,

If we haven't heard from you by Friday the 19th of November I'll assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

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Agreement

TPdedi 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:

  • Gioo Casino
  • Malta Gaming Authority
  • N1 Interactive Ltd

October 22, 2021

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