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NoBonus – Takin advantage of my problem


Found for the Casino - This player claims to have sent an email requesting exclusion to NoBonus the the operator claim's not to have received. The player has been unable to verify this claim.

Examination of the player's play shows that if the exclusion had been applied on the date the player claims to have requested the exclusions, the player would not be entitled to any refund as they won over the contested period.

Read our NoBonus Casino Review.

Player's Complaint

I opened acount in october then wanted to close it forever. After they made me sign up paper and i opened it again. I told about my gambling problem via email ”that they never recieved” and then I asked few times on the chat to close my account. I even made self exclusion and then i declined it and it went away in 24 hours. I think the casino has taken advantage and I have all the documents of me asking to delete the account because of a problem.

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9 Responses

Mar 25, 2019

Hi heissulo - welcome to!

As we are the ADR for the L&L Europe 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 – and the terms of use for our complaint service here -

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, under the MGA license where a player wishes an operator to stop them from gambling they need to make a request to the operator to close their account that makes clear that they are having issues controlling their own gambling. Where the closure request meets this requirement, if the closure was for a defined period of time (i.e. an agreed length), the operator are allowed to re-open the account at any point the player requests but must provide a 24 hour cooling off period before allowing the player access. Where the closure request was for an indefinite period of time ("permanent" or some other variation) the operator has to enforce a 7 day cooling off period before re-opening the account at the player's request.

Now bearing the above in mind, if you feel that the operator has not met the above standards please forward any supporting evidence to [email protected].



Apr 02, 2019

Hi heissulo,

I'm following-up on the above?



Apr 02, 2019

I sended an email.:)

Apr 09, 2019

Hey i sended email to pogg and nobody answers. Did they get my document?

Apr 11, 2019

Hi heissulo,

The operator are claiming that they never received any email from you requesting a self exclusion.

What I need you to do is create a video of your computer screen showing you logging into your email account, accessing your sent folder, going to the email where you requested the exclusion, opening the message and ensuring that we can clearly read the full message.

Once you've created this video, upload it to YouTube as a private video and give the email address [email protected] permission to view it.



Apr 12, 2019

I made the video and send it via email. Thanks

Apr 17, 2019

Hi heissulo,

Thanks for your email with the video.

Unfortunately it doesn't show us what we need to see. It is not as simple as having a video with the email on screen, the video needs to show the process described above.

So what I need you to do is create a video of your computer screen showing you logging into your email account, accessing your sent folder, going to the email where you requested the exclusion, opening the message and ensuring that we can clearly read the full message. Every stage of this is important so you need to start from a position where you are logged out of your email account.



Apr 19, 2019

Hi. I dont have this email anymore it was my work email and i quited my jo 15.3 so they deletet my email. I only have the screenshot of it. Im sorry. Is there anything I can do?
Just answering

Apr 19, 2019

Hi heissulo,

We have a situation here where you are claiming to have sent an email and the operator are claiming not to have received it. Screen shots are easily doctored which is why I asked you to produce the requested video. Unfortunately if you can no longer access the email in question there is nothing further we can do as we cannot demonstrate in any meaningful fashion whether the email was actually sent and are left with two parties making opposing claims with no grounds upon which to support either.

Sorry we cannot be of further help.


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heissulo 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:

  • No Bonus
  • Malta Gaming Authority
  • United Kingdom Gambling Commission
  • L&L Europe Ltd

March 25, 2019

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.


The above information is what we believe to be the the legal status of online gambling, however information on this topic is limited and hard to find. We accept no liability for any errors or ommissions. It is the reader’s responsibility to ensure that they know the legality of online gambling in their country before engaging with any online gambling service.