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Samosa - Maxwin reduction taken twice

Ruling

Resolved - Samosa Casino have 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.

Read our Samosa Casino Review.

Player's Complaint

Here is description path:

I took 100e bonus in Samosa Casino. There was 1000e max win with this bonus -> I wagered bonus, and when wager was completed balance was 3200e -> balance automatically dropped to 1000e (because of max win rule) -> Now all money was real money balance with no rules involved, so continued playing with 1000e balance and got winnings -> Balance increased again to 2800e so made withdraw request -> support team cancelled my withdraw and dropped balance AGAIN to 1000e -> complaints to chat was useless, they just said I can withdraw only 1000e. I have won 1800e more with real money after reductions was made and risked money I got after bonus was completed and they took these winnings

I understand first reduction 3200->1000, it was in rules. But after that, all bonus rules should disappear and I am free to win with this real money balance. This second 2800->1000 drop is insane. Now they took reductions twice. I just had risk without possibility to win more but did not know this. In bonus offer there was no mention about "max withdrawal 1000e" just "max win with bonus 1000e". Could you help me to get my winnings?

Read the casino review

5 Responses

User icon
thepogg
June 18, 2021

Hi cndns - welcome to ThePOGG.com.

Please ensure you have read our Complaint Guidance to ensure that 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.

I'll contact the operator and see what we can find out for you.

Thanks,

ThePOGG

User icon
cndns
June 18, 2021

Thank you. I'll hope operator will understand my winnings was already taken and after that there wouldn't be problem if I made withdraw (1000e) and deposit (1000e) before continuing, now just continued playing with this balance after maxwin drop, (which is practically same thing as withdraw 1000e + deposit 1000e). I am quite familiar with casino rules and it was frustrating when support team just did not understand I just want that things goes right.

User icon
thepogg
July 4, 2021

Hi cndns,

The operator informs us that you have been paid. Can you confirm receipt of your funds?

Thanks,

ThePOGG

User icon
thepogg
July 11, 2021

Hi cndns,

I'm following-up on the above?

Thanks,

ThePOGG

User icon
thepogg
July 18, 2021

Hi cndns,

If we haven't heard from you by Friday the 30th of July I'll assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

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Agreement

cndns 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:

  • Samosa
  • Malta Gaming Authority
  • N1 Interactive Ltd

June 14, 2021

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