Maneki - Responsible gaming

Ruling

Resolved - A responsible gambling issue has been identified and rectified and Maneki Casino has refunded this player deposits.

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Player's Complaint

I have sometimes had problems with gaming. I played at the maneki casino and had 30,000 euros in my gaming account. I contacted the casino and told about my fear of losing all the money, since you only have to withdraw 1500 per month. I then set the loss and game limits. the company's policy says that you want to increase the boundaries or remove them so you have to wait 7 days. I have nevertheless been able to write to the casino several times who have immediately removed the boundaries without having to wait. some agents have refused to remove the boundaries directly or referred to the company's rules, saying that the other agents have violated the rules. Now all my money is lost. a total of 30,000 euros. something that had not happened if the agents followed the rules. when i had these 30,000 euros in my account, i was incredibly happy with money as these would save my and my family's life. men I knew even though my problem for I was really scared to lose the money that would save my life. so I contacted an agent at the casino about my concerns and asked about self-suspension and what would happen to my money if I chose to close myself. the agent told me "if I self-exclude I will not get the money" and that "it only goes to 4000 a week. Something I also feel is wrong, because I had it close my account and I can get the money I did not losing them and sitting in this bundle as I do now, nor could I be with the agent if I had a problem my account would be closed and then I would not get any money at all.

I dont feel that this is ”responsible gaming” from the casino. f I had to follow the casino's policies and rules sometimes when I want to change the boundaries and when I want to withdraw, then the casino should also have to follow the rules and policies. it is the same agent that has repeatedly repeated emotional politics and erased boundaries directly. the other agents have defeated the rules and referred to the casino's rules and policies. [EDIT], the manager, contacted me and badly told me what happened. I did and after that she ignored me and did not answer my questions. nor has she informed me that I can turn to your current complaint. I think the casino has made its own policies and rules, if this had been broken, my money would have been left. I also think that it is wrong of the company to give me bonuses that I could tell myself to cancel, but then when my money was a waste, I wonder why I could no longer use the bonus I had made. then get in response "players from sweden are not allowed bonuses" fast two weeks earlier I got a bonus which I myself bad not to receive.

I I think I have the right to get the money back. when the casino claims to appeal for responsible gambling and takes it seriously but still chooses to break it. I understand that I also have my own responsibility, but then there is a problem for me and I as a player should be protected against this. it's about a very high sum of money. a sum of money that would have saved my life and given me the chance to arrange life and work for a recovery.

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5 Responses

ThePOGG

October 10, 2019

Hi tilda1234 - welcome to ThePOGG.com!

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

ThePOGG

October 25, 2019

Hi tilda1234,

I've spoken to the operator regarding this issue and they inform me that you will be refunded, however the refund will be for approximately €20k, as you have already received payments from the original €30k balance.

Can you please keep us informed as you receive these payments?

Thanks,

ThePOGG

ThePOGG

October 29, 2019

Hi tilda234,

Thank you for your email confirming you have received your funds.

Thanks,

ThePOGG

tilda1234

November 12, 2019

I start to suspect that they are not going to pay my money. I still haven't got them and when I ask the casino they say they are investigating the case.

tilda1234

November 12, 2019

and the actual sum is 45000euro, the sum I should get back is 30000euro after my withdrawals of 12000euro. why didn't I get it? why did i only get 20000? if they didn't make a mistake and I didn't take anything out, would I have 45000euro left in the account?