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Hi Pohthesinner - welcome to ThePOGG.com!

Please ensure you have read our <a href="https://thepogg.com/how-to-report-complain-about-an-online-casino/">Complaint Guidance</a> to ensure that you 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.

Issue 1 - there is no issue here. The regulations surrounding verification do not require the gambling operator to prevent further deposits or play while waiting on verification documents being provided. They do require that the operator limit withdrawals during this period. As such, by allowing you to continue depositing/playing, the operator has done nothing wrong here.

Issue 2 - This is likely to be very challenging to pursue. Effectively, your claim that your form submission was not responded to is non-verifiable. There's nothing to demonstrate that you actually did submit self-exclusion request via this form. Without any supporting evidence, you are dependent on the operator locating a technical issue with their submission form.

Further to this, your Pino Casino account almost certainly contains a variety of options to allow you to set various limits or exclusions without any need to contact support. And Live Support is available, at the very least, for large portions of every day (likely 24/7, but we would need to confirm this), so if you had not received the response you were looking for, you could at any time have contacted Live Support, or indeed actioned an exclusion via your account. In 3 months however, it would appear that you've not taken any action to advance your self-exclusion request.

So the bottom line in this situation is that we have a claim that you made a self-exclusion request with no way we can demonstrate this request happened and no engagement with the multiple channels through which you could have advanced this request without waiting on a response to your support form request. Combine this makes for a very weak claim.

When you contacted [EDIT] at Live Support, did you inform her of the nature of your support form request? 

Do you have any other evidence that could be used to support your claim?

You may find our free Responsible Gambling app <a href="https://betblocker.org/">BetBlocker</a> useful. It allows users to restrict their internet capable devices from accessing over 18k gambling operator websites for between 24 hours and 5 years.

Thanks,

ThePOGG

Thank you for your quick response,

I have informed [EDIT] the nature of my support form request. She said that she could not help me further and referred me to send an e-mail to the 	support@pinocasino.com. Since then my account was blocked at 28-6-2022 at 17:23 after i sended an e-mail at 28-6-2022 at 17:10. 

What also bothers me is that the self limit is very weird like example:

I set a limit for like example 50 euro  a day.
I could change this it to 100 euro a day and it would apply the next day. 

I also asked through whatsapp on 02/03/2022 10:02. That if i can receive my deposits back? and asked if that was possible. They never asked why or if I had any gamble problem etc. they just responded not possible.

What I did as a person was basically go to their site PinoCasino.com and clicked on complaints on the bottom of the site.

COMPLAINTS
If you're experiencing any issues with Pinocasino with regards to your payments, bonuses, responsible gaming limits, etc feel free to contact our support team at any time! We will do our best to resolve any issues you might have.

"contact our support team" referred to https://www.pinocasino.com/support where I clearly filled in my contact form. After my contact form was send. It was never being responded to, being done 'to block me from further gambling' and no confirmation of the message etc was send to me.

Even if you try to send a contact form nowadays there is no confirmation of the message etc send to you or anyone.

Additional info,


What I talked with [EDIT] about was alot,

Me 16:40
But how can u guys have not received a contact form from https://www.pinocasino.com/support ?
some months ago or is this a different department ?
avatar

[EDIT] 16:41
Please, wait a moment I will specify this question

[EDIT] 16:49
Thanks for patience! Still checking it for you

[EDIT] 16:52
I can't comment on this form as I'm a chat support agent. at the moment we have received your request, the account will be closed in order to avoid further games, but regarding deposits, I recommend contacting the mail, since such issues are not resolved in the chat.

'I can't comment on this form as I'm a chat support agent.' states in my point of view that there is a form but I don't have a confirmation e-mail or access to it.

Hi Pohthesinner,

If you set deposit limits you are free to change them after a 24h cooling-off period. What you describe is compliant with license requirements.

Please send screenshots of your WhatsApp conversation to <a href="mailto:complaints@thepogg.com">complaints@thepogg.com</a>.

Thanks,

ThePOGG

Hi thepogg,

I have send some screenshots

Hi Pohthesinner,

Thank you for your email. 

Sadly, the screenshots you have provided offer little that can support your claim. The WhatsApp conversation is literally just the question asked 'Can I get my deposits back?' with no indication that you may have been experiencing addiction issues and no follow-up when the operator effectively tells you that they can't give you a refund of money you've already spent.

We can ask the operator if there have been any technical issues with their contact form, but beyond that we have no evidence here to support your claim that this request was ever submitted either in the form of a receipt/response, or even simply in follow-up action on your part over the next several months. What we effectively have here is your word against the operator's, so if the operator does not find any issue there is no other angle to pursue this claim from.

Thanks,

ThePOGG

Hi thepogg,

Thank you for the support. Unfortunately they have not responded to me on the e-mail I send on 28-6-2022. I got a feeling they refusing to respond to it because every time I ask about it, they delay it for some reason. 

Thanks,

Hi Pohthesinner,

We have discussed this matter with the license holder and the self-exclusion request that you sent via the online form has been located. As such, it is our understanding that the total deposits after this point (€1130.54) will be refunded. We would appreciate it if you could confirm when you receive those funds.

Thanks,

ThePOGG

Hi Pohthesinner,

Have you received your payment?

Thanks,

ThePOGG

Hi Pohthesinner,

If we haven't heard from you by Friday the 2nd of September we will assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

Pino Casino has 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.

Issue 1
 Pinocasino send me on 18 may 2022 15:11 this e-mail stating:
 
 "Hello [EDIT].
 
 Thank you for choosing PinoCasino!
 
 Answering to the industry's standarts, we strive to provide the high-level of security. Therefore, according to license regulations, we require verification for every account upon reaching the cumulative deposits and/or withdrawals sum of €2,000 or currency equivalent.
 
 We kindly ask you to upload the verification documents as follows: "
 
 We require verification for every account. I have never fulfilled this request. But they were still letting me play, offering me bonuses and have never blocked. So they did not meet the strive to provide the high-level of security.
 
 Issue 2
 Around 02/03/2022 (I do not have the exact date because clearly their format on https://www.pinocasino.com/support does not send a confirmation email to me)  I have send a contact form from https://www.pinocasino.com/support. I have clearly stated that I have a gamble issue and that I wanted PinoCasino to block me from gambling further. 
 
 Since then I have never been blocked and PinoCasino have been offering me bonuses and let me gamble further.
 
 I also have never received a confirmation email, also when I send one contact form as of today at 28/6/2022 again I also have not received a confirmation email. https://www.pinocasino.com/support.
 (I have used this contact form twice and my message was send succesfully but you never receive a confirmation etc.
 
 I also contacted [EDIT] from a support agent on 28/6/2022, she was not able to help me further with this problem and she requested me to send an email to support@pinocasino.com. She has also transmitted all the information to the support department of PinoCasino.
 
 From what I understand from the conversation between the support agent and me is that there might be a functional problem with the contact form on https://www.pinocasino.com/support. 
 1. There is no confirmation email been send to me.
 2. The contact form is not being read/done on PinoCasino side.
 
 So my request is to have all my depositions back to my bank account after the exact date when i send that complaint. Since if Pinocasino have read that contact form and blocked me from gambling further, I would have never been able to deposit further.
 
 This Casino is just operating very shady and abusing people in my view. Also I have received an e-mail on 30-6-2022 that they were investigating my issue. Today is 15-7-2022 and there is still no respond only that it is being handled by the department. They are also not willing give a time frame. 

Pino Casino - Non-blocked / refund

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