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Hi sandeman96 - 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.

Please provide the requested documentation and let us know when you have done so.

Thanks,

ThePOGG

Hi,

Thank you for the information. I have read these conditions.

Regards,
[EDIT]

Hi sandeman96,

Have you provided the requested documentation?

Thanks,

ThePOGG

Hi sandeman96,

I'm following-up on the above?

Thanks,

ThePOGG

Hi,

I am very sorry about the late response. 
I have provided all the documents to the casino. Still they are not willing to pay my withdrawal, please help!

Regards,
[EDIT]

Hi sandeman96,

What are the operator currently waiting on you providing? What reason have they given you for declining your withdrawal?

Thanks,

ThePOGG

Hi!

They ask for some ridiculous documents. Like 6 months bank statements of my OTHER ACCOUNTS.

I have sent them already a wide bank statement of the bank account that has been used to deposit money to their casinos, actually 2 different ones for different time ranges.

Also gave them proof of funds document.

Still they do not complete the withdrawal.

Kind regards,
[EDIT]

Hi sandeman96,

Are there transactions between the 'other accounts' and the accounts that you used to fund your player account?

Thanks,

ThePOGG

Hi!

I have created a bank account for casino use and funded the account originally from my main account. And I have send them bank statement to proof this transaction and proof of funds that prove that my funds have originally came from salary. Also provided them my payslip..

Kind regards,
[EDIT]

Hi sandeman96,

In that case the request for statements for the other accounts are valid.

Please provide the requested documentation and let us know once you have done so.

Thanks,

ThePOGG

Hi,

Are you sure? I want to emphasize that I have already shown them proof of my funds and ownership of the bank accounts. It sounds rediculous to ask 6 months bank statements of my main bank account that has nothing to do with the casino use.

And please keep in mind that I have sent them a bank statement of my main account already that shows the incoming funds (salary).

This violates my privacy and the first reason to even open a separate casino bank account was that I dont want to use my personal information. My personal info has leaked before because some of the online casinos...

Kind regards,
[EDIT]

Hi sandeman96,

This is an anti-fraud/money laundering check. The funding of the account that made the payment has to be verified. The malpractice of other operators is non-relevant to this situation. 

It is your choice whether to comply or not, but if you choose not to there is nothing further we can do to assist you.

Thanks,

ThePOGG

Hi sandeman96,

Have you submitted the requested documentation?

Thanks,

ThePOGG

Hi sandeman96,

If we haven't heard from you by Friday the 29th of July I'll assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

Hello,

I am sorry for the late response.
I have had problems to find this complaint.
But yes all the required information and documents have been provided to casino. Latest was 6 months bank statement of my personal bank account and 6 months payslips from my employer.  After that they demanded a skype verification call but they did not even appear to the skype and call me and since that I have not gotten any response from the casino.

So to summarise: all asked documents provided but after that no response from the casino and my winnings are still in there.

Can you plaese help me with this?

Hi sandeman96,

We'll contact the operator and see what we can find out.

Thanks,

ThePOGG

Hi sandeman96,

Our understanding is that you have passed verification and that your withdrawal has been processed. We would appreciate it if you could confirm when you receive your funds. 

Thanks,

ThePOGG

Hi,

Yes finally that happened. Thanks a lot for your help. You are the best!!!

Hi sandeman96,

Thanks for confirming - it is appreciated :)

ThePOGG

Both the submitting complainant and Sunpura Casino have informed us that this issue has been resolved and the player has received their funds.

Hello!
 
 I have played at Sunpura casino and made a huge withdrawal of €5306,25. After that I have provided the casino several documents. Passport, address proof, 3 months bank statement of the bank I have used to deposit to their casino and also proof of funds that proof that I have played with the salary I get from my work.
 Still the casino is not paying my winnings. They keep delaying the issue and request some nonsense documents as bank statements of my other bank accounts.
 Can you help me with this? I have changed several emails with the casino but they still are not willing to pay the winnings.
 Please, I need your help!
 
 Kind regards,

Sunpura - casino not paying my winnings (over €5000)

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