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Live.Casino - Withdrawal delaying Bad Communications Standard Answering

Ruling

Resolved - The submitting complainant has become non-responsive to our repeated requests for additional information. As such we assume they have resolve their issue on their own.

Read our Live.Casino Review.

Player's Complaint

Hello, im waiting for a Withdrawal of 200€ for more than a week at live.casino

My account was verifyed since 03/20 and i had no problems with making withdrawals before.

Now the Casino requests documents again like proof of deposits.

I sent them everything, for many times on different ways like in Live Chat or by E mail.

I decided to selfexclude from this Casino on 17/03, because to me it seemed like tactics from the Casino. That i keep on playing and loosing everything.

But unfortunatly due this move, im no longer able to login to my profile. to overview the withdrawal and document status.

So i have to write emails to the support asking about the withdrawal status!

They always give the same standard answers:

Dear player, your withdrawal was canceled because of missing documents:

proof of payment - copy of paysafecard pins

please upload to your registercard/profile and request a new withdrawal

They ignore that im not able to login to my account, to add the documents there. Beacause i have selfexcluded.

Please help me, im going crazy.

Thank you!

Read the casino review

6 Responses

ThePOGG
June 23, 2020

Hi letscratz - welcome to ThePOGG.com!

Please confirm the url of the site you are looking to complaint about.

Thanks,

ThePOGG

letscratz
June 23, 2020

hi, i have trouble with www.live.casino

i would be very happy about your support!

letscratz
June 24, 2020

hello, please help me with the issue at www. live.casino

ThePOGG
June 26, 2020

Hi letscratz,

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.

As you selected a different casino I need you to confirm your consent 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

- N1 Interactive Limited

Thanks,

ThePOGG

ThePOGG
July 2, 2020

Hi letscratz,

I'm following-up on the above?

Thanks,

ThePOGG

ThePOGG
July 10, 2020

Hi letscratz,

If we haven't heard from you by Friday the 17th of July I'll assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

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Agreement

letscratz 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
  • United Kingdom Gambling Commission
  • ProgressPlay Limited

June 23, 2020

The United Kingdom of Great Britain and Northern Ireland sits to the north-west of mainland Europe. The United Kingdom shares a border with The Republic of Ireland and has coasts on the Atlantic Ocean, Celtic Sea, North Sea, Irish Sea and English Channel. The population of the UK is approaching the 67.6 million mark leading to a fairly densely populated land mass. The gambling sector in the United Kingdom is entirely regulated and licensed by the UKGC – the United Kingdom Gambling Commission. Should players resident In the UK wish to gamble with foreign based operators there is no history of this being treated as a criminal offence, but high levels of protection exist for UK residents playing with UK licensed operators.