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Live.Casino - blocked account and removed my bonus money

Ruling

Resolved - Live.Casino 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 Live.Casino Review.

Player's Complaint

Hi the POGG!

I just found out that you officially presents N1 Interactive casino group and I believe you can be helpful in resolving this case.

30/09/2020 I claimed 3rd welcome bonus in the casino and triggered a win in the amount of 1720 euros. I even did not start to continue to play with my bonus to fulfil the wagering requirements conditions as my account was blocked. Right after I got a message from the casino that my account is disabled and decision is final but I did not receive any explanation why did they do it. They requested my bank details to process with the deposit refund and I provided all the necessary info. They paid my deposit in amount of 200 euros but the second time they did not give me a reason although I asked for it. As I did not receive any explanation I expect to have the bonus funds restored in my account as I believe I did not do anything against their general and bonus rules which I carefully read before playing.

Thanks. I expect you can help me.

Read the casino review

6 Responses

User icon
ThePOGG
April 21, 2021

Hi mimiseba - welcome back.

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.

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
Mimiseba
April 22, 2021

Dear ThePOGG!

Thank you very much, I hope you can help me in resolving such the problem.

User icon
mimiseba
April 29, 2021

Dear ThePOGG!

I got a message from the casino VIP manager that they restored my bonus balance. Yes, they did it and even unblocked my account but they restored only my initial bonus balance (100 EUR) but not the winnings (1520 EUR), I kindly ask you to request from them an additional information why not a full balance was restored. Thank you!

User icon
thepogg
May 8, 2021

Hi mimiseba,

The operator informs us that your current balance is €1568. Can you confirm?

Thanks,

ThePOGG

User icon
thepogg
May 16, 2021

Hi mimiseba,

I'm following-up on the above?

Thanks,

ThePOGG

User icon
thepogg
May 22, 2021

Hi mimiseba,

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

Thanks,

ThePOGG

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Agreement

Mimiseba 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:

  • Live.Casino
  • Malta Gaming Authority
  • N1 Interactive Ltd

April 21, 2021

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