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Hi 7anoosh - 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.

Did you at any point inform the operator that your closure request was due to gambling addiction?

Thanks,

ThePOGG

Hey . The account was closed and reopened over 10 times in 2 weeks . It was very clear that i have a gambling problem , but they did not even bother to ask! They also promised me to make the withdrawals to my card and confirmed it before i even made any deposit , but now they do not have any withdrawal method available in my country! Please help me because in both cases they owe me a lot of money

Hi 7anoosh,

Do you have a copy of any of the interactions with casino support where you asked to close your account?

Thanks,

ThePOGG

Yes sure ! I have on whatsapp , mail and screenshots from customer support.
Where do you want me to submit them?

Hi 7anoosh,

Please forward them to <a href="mailto:complaints@thepogg.com">complaints@thepogg.com</a>.

Thanks,

ThePOGG

I am done waiting , thank you for wasting my time. I am taking the case to the court

This is taking ages !!! What's wrong??? I need to know what happened

Date – 19/02/2023

This complaint has been checked. Work is ongoing on this matter. We will revert to you when we have new relevant information to share.

Thanks,

ThePOGG

Date – 27/02/2023

This complaint has been checked. Work is ongoing on this matter. We will revert to you when we have new relevant information to share.

Thanks,

ThePOGG

The casino sent me an email that they will refund me only $360!! I had $2,300 when the account was permanently closed !

Date – 05/03/2023

This complaint has been checked. Work is ongoing on this matter. We will revert to you when we have new relevant information to share.

Thanks,

ThePOGG

Hi 7anoosh,

We have reviewed your claim in detail with the operator. Over the course of your interactions with Wild Fortune, you requested to close your account on a number of occasions, not only the most recent occasion. The agents who dealt with your requests failed to ask whether your closure request should be interpreted as a self-exclusion. This is why you could re-open your account without having to complete a cooling-off period. 

As such all activity on your account after the first time you closed your account without the proper checks being conducted is void.  We have the operator to return all deposits after this point. Our understanding is that this amounts to $360, but if you this figure should be higher, please provide bank statements highlighting your deposits to Wild Fortune.

Thanks,

ThePOGG

Okay great . Thank you
I have sent them over 20 emails from last week to refund me , they never answered any email

I don't agree with the refund ! I will take this case to legal parties and i will also for a compensation and refund for every single deposit made at their website

Hi 7anoosh,

I'm sorry to hear that you feel that way, but that is in our opinion the correct outcome to your claim.

Our ruling does not impact your rights to pursue your claim via the court systems.

Thanks,

ThePOGG

Hello. I have been reviewing the emails and contacts between me and my account manager at wildfortune casino. I have screenshots showing that i asked for a permanent closure while having 2300$ in my account so that I can withdraw them , and i confirmed that the account will never be reopened. They approved that  , but after 24 hours they reopened my account and i lost the amount, so i deserve to get my 2300$ as a refund since they failed the self exclusion

Hi 7anoosh,

We reviewed all of your interactions with the operator when considering your case. Given the operator's initial failure that is discussed above, all activity on the account after that point would be conisdered void.

We are sorry you are unhappy, and you are free to pursue your complaint via the appropriate court system, but there is nothing further we can do to assist you with this matter.

ThePOGG

While this player would have preferred to be paid their win, refunding all deposits after the first failure to properly manage an account closure request is the correct actions to take in this circumstace.

Hello! I an writing to tell you that my account was fully verified at wild fortune casino , yet i could not withdraw my winnings !! I deposited with 1 visa and 2 master cards , and asked them before i made the deposit if i could withdraw on the same cards , and they confirmed and said yes . After winning , they did not let me withdraw and said cards are not available as a withdrawal method . I have only e- wallets !!!! So i told them i want a permanent closure to the account and will be waiting to receive my money . They confirmed the permanent closure, but the account was opened 24 hours later and i lost all the money !!! I want a refund of all the deposits made on the website , or my winnings of 2300$ 
 Here is some screenshots , i still have many ( all available on request ) , please help me [EDIT]

Wild Fortune - Holding funds for 1 month

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