Jetbull - Refund request

Hi Pascal107 - welcome back.

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 AMGO iGaming 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.

It is very unusual for us to receive complaints about an operator claiming not to have received an email. In total, I'd estimate I could count the total number we've received over the history of this service on two hands. You have now submitted two complaints of this nature in the space of two months.

For the above reason we are going to need to verify the legitimacy of this claim before going further. I need you to create a video following the below instructions:

- Using your phone record a video of you accessing web.de on another, non-mobile, device.

- You MUST go to the web.de website - not the web.de app.

- Log into your email account via the web.de website.

- Go to your sent folder.

- Locate the email you sent to Jetbull.

- Open this email, showing the full email including the sent information.

As with last time, send this video through to [email protected].

You may find our free Responsible Gambling app BetBlocker useful. It allows users to restrict their internet capable devices from accessing over 15k gambling operator websites for between 24 hours and 5 years.

Thanks,

ThePOGG

Hello,

thanks for your help. I sended you the video and a further explanation. The email was send via Mail drop because the size of the video was to big. Pleas tell me if you full received the mail.

I full understand that it sounds strange two times a casino did not receive my mail.

But i want to say in the first case (energycasino) they came to me and offered a refund. So in this case i think they have received the mail.

In this case here the casino said they received no mail from me, but i sended 4 or 5 mails. From my other email account they said then they received the mail correctly - it was also a web account. So i don't know the reason (maybe they overlooked the mail?).

But i hope you can help me here.

I'm also using gambling blocking tools. So i did not gambled in the last 3 month :)

Regards

Pascal107

Hi Pascal107,

Our understanding is that the operator will be refunding €1750 to your account, where you can withdraw it but will not be able to access any gaming activity. You received a €100 withdrawal on the day of your self-exclusion email, explaining the difference in the balance.

Please confirm when you have received your funds.

And congratulations on 3 months without gambling. I'm really glad to hear that and you should be very proud of yourself. It is a big positive step forward in life.

Thanks,

ThePOGG

Hello, i received the Money.

Thank you so much for your help.

Regards

[EDIT]

Hi Pascal107,

Thanks for letting us know - it is appreciated :)

ThePOGG