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Luckland - dont cash out

Ruling

Found for the Casino - This player has confused the meaning of losses for a cashback promotion between 'net losses' and 'gross losses'.

Read our Luck Land Casino Review.

Player's Complaint

I have send you email. That Denied of the cashback mail. Say that is spam . After send prove , they say its now expired, but it wasnt never there

Read the casino review

5 Responses

User icon
ThePOGG
June 6, 2019

Hi djessiedjessie00 - welcome to ThePOGG.com!

As we are the ADR for the Apsire Global 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.

Moving on to your complaint specifically - having read your previous email, you seem to be mis-understanding how cashback promotions work. Cashback promotions are based on 'net losses' not 'lost bets'.

For example, if I deposit €10 and finish with a balance of €100, it does not matter how many losing bets I had in between, I have not lost money overall so am not entitled to any cashback. Only if my finishing balance is less than €10 would I be entitled to be considered for cashback (depending on the terms associated with the specific promotion).

So my first question has to be - exactly how much did you lose, not the difference between your highest balance and your final balance but the amount less than your total deposit, during this promotion?

Thanks,

ThePOGG

User icon
Djessiedjessie00
June 6, 2019

Hello , im sorry so i understand it wrong because my total real balance was more then 450 euro. So i think 50 procent cashback on your money what you loose.

Because in the email they send me said :

No deposit requied.

Or Cashback bonus is on house winnings, from all games , up to €200

That day i have deposit 40 euro

When you want i can send prove of email to you

User icon
ThePOGG
June 7, 2019

Hi Djessiedjessie00,

Yes cashback is counted from your starting balance/total deposits, not the highest balance you achieve over the playing session.

You deposited €40. What did your balance end at?

Thanks,

ThePOGG

User icon
Djessiedjessie00
June 8, 2019

Hello thank you, i have send the email to you with the balance , i have ended zero . Looss al.

But dont understand for 24 hours this 50 procent cashback count.

And no deposit requied.

The email says to all house winning , up to 200.

Zo how its possible only for deposit , when they say no deposit requied. But on all house games winning . This prove i have in them email. It was not vip cashback. But extra promotion cashback.

User icon
ThePOGG
June 8, 2019

Hi Djessiedjessie00,

That the promotion does not require a deposit makes no difference. It is based on your LOSS over the 24 hour period. Not the difference between your highest balance and your lowest balance or final balance.

So, for example, if your balance started the 24 hours at €100 and ended at €60, your loss would be €40. You therefore would be entitled to €20 cashback.

The highest point your balance reaches during this period has no impact on the cashback you are due.

Thanks,

ThePOGG

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Agreement

Djessiedjessie00 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:

  • Luck Land
  • Malta Gaming Authority
  • United Kingdom Gambling Commission
  • Aspire Global International Ltd

June 6, 2019

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