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Complaints Frequently Asked Questions

How long does it take to review a submitted complaint?

After submission the length of time it takes to review and approve your complaint will usually be between a few hours and a week. There is a simple reason for this – we operate with a small team and to ensure that your personal information is kept as secure as possible only a small number of our small team have the necessary login permissions to access the complaint files. Alongside this, older complaints (those which have been open longest) are always given a higher priority than newly submitted complaints meaning that when one of our team is looking at the complaints they will start the job with the oldest complaints and work through to the newly submitted complaints. In this manner we ensure that the complainants that have been waiting longest are dealt with first.

 

It’s been more than a week, why hasn’t my complaint been published?

The most likely reason is that you’ve submitted your complaint via a username that is either your full name or email address.

When preparing a complaint for publication – after the complaint has been reviewed and all discussions concluded – we always look to ‘sanitise’ the complaint. This means editing out any information that could be used to identify you personally (Note: you can see where we’ve done this by looking for ‘[EDIT]’). We cannot edit out your username. If your username consists of information that could potentially be used to identify you we could potentially be considered in breach of privacy law publishing this information. As such we cannot accept any complaints from users that include personal information in their username. Sorry. Try signing up again using a different username.

 

Why can’t I see my complaint in the complaints list?

While your complaint’s active you need to be logged in to see it.

 

My complaint’s been closed. Why hasn’t it been published?

In almost every case we publish complaints shortly after they are closed. We do usually leave a short pending period to allow for any final exchanges between ourselves and the submitting player. However we reserve the right in certain circumstances .

 

Why isn’t my complaint viewable by other users?

Unfortunately some players choose to use complaint services like ours to attempt to pressurise operators into paying out when they know they have not been compliant with terms and conditions. For this reason we ensure that both parties are given fair opportunity to provide their account of events before any complaints are made public. This has the added advantage of ensuring that many operators are more willing to cooperated and listen to our service as they feel they will be treated fairly and facts will be checked before publication happens. This results in a higher resolution rate for legitimate complainants.

We understand that you may be familiar with other complaint services that allow you to post your complaint in public immediately, but we strongly believe our system results in a higher rate of success in getting money back where it’s due.

 

How long does it take to resolve a complaint?

How long is a piece of string? The simple truth is that it’s impossible to answer this question. Your complaint is as unique as you. The nature of your complaint is likely to make a significant difference to the length of time it will take to address. Simple complaints are quick to resolve. Complex complaints take longer.

The operator you are complaining also drastically impacts how long a complaint will take to resolve. If we already have an established line of communication with them the conversation is likely to proceed a lot more smoothly. If you’re complaining about a group we have never spoken to before or who are not already listed things are likely to take longer. If you’re complaining about a group we have listed as Not Recommended or Blacklisted they are likely to be far more hostile to our intervention.

Some complaints are resolved within hours. We’ve had complaints take as long as 3 years to resolve. We wouldn’t anticipate your complaint aligning with either of these extremes, but you should be aware of the range for your own piece of mind.

It is also worth noting that complaints that relate to an operator claiming that a player has engaged in the operation of multiple accounts or Responsible Gambling, or those against operators that are accepting players from the USA or Australia are more likely to take a long time to resolve.

 

If I submit a complaint will I definitely get my money back?

No. We make no guarantees in this respect. We do not even guarantee that we will contact the operator. We will review your case and if we believe you may have a valid claim we will contact the operator to discuss the issue. If not, we’ll inform you of that and close the complaint.

 

I haven’t heard from you in a while. Have you forgotten about my complaint?

No. As long as your complaint has not been closed we have not forgotten about it. In fact we look in on it on a weekly basis to take any action that is necessary.

 

I’ve asked for updates on my complaint but no-one responds. Why not?

Simple – time. When we have information that is relevant and we can share with you we will. Until that point we don’t post updates. At any given time we have between 60-100 open complaint cases we are reviewing. Some players will ask for multiple updates a week. As stated above we are a small team and restrict access to the complaints section to only team members that absolutely need to have it to ensure that your data remains private. We could spend hours every week responding to players asking for updates when we don’t have anything new to tell them, or we can invest those hours in making more progress with getting the open complaints resolved. When we don’t have anything new to tell you responding to update requests isn’t a good use of time and only ultimately slows down the system for everyone.

 

I’m annoyed with how long you’re taking to deal with my complaint. It should have been fixed quicker than this. Why hasn’t it been?

While we’re sorry that you’re frustrated, as covered above, we cannot predict how long your complaint will take to review. There are many factors outside of our control and we will continue to pursue every complaint as long as we feel there is a viable avenue to pursue.

Please remember this is a free service. We offer this service to give something back to the playing community and try and make the gambling experience more fun for everyone. But you are not paying us for this service and we are not obligated to do anything for you. If you are ultimately unhappy with the free service we offer you are free to take your complaint elsewhere. Otherwise patience wins the day.

 

I’m angry with you and I’m going to let you know it by being abusive or disrespectful. What are you going to do about it?

Sadly there will always be people who feel that the anonymity and remote nature of the internet gives them the right to say whatever they like to whoever they like whenever they like. You are entirely within your rights to have your opinion about our service whether good or bad. However we will not tolerate abusive or disrespectful behaviour of any sort. Please remember this is a free service. We offer this service to give something back to the playing community and try and make the gambling experience more fun for everyone. But you are not paying us for this service and we are not obligated to do anything for you. If you are abusive or disrespectful to any of our team we will close your complaint, finding in favour of the operator and noting your behaviour, and you will be barred from any future use of this service.

No excuses will be tolerated for this type of behaviour. You are an adult and you are expected to conduct yourself in a reasonable and mature fashion when interacting with us.

 

Some complaint get closed without you explaining why you’re supporting the operator. Why?

Unfortunately not every player plays by the rules. In fact a significant number of the players that complain to this service (approximately 10%) are knowingly engaging in activity that is not only prohibited by terms and conditions but is illegal, falling under the common definitions of fraud.

These players are a drain on our time and resources. They know before submitting a complaint that they’ve breached the rules and are simply hoping that the operator will not have enough evidence to convince a third party (or lots of third parties as these complainants often submit their complaint to every prominent service at once) that they’ve broken terms.

While we’re not about to make moral judgements about the choices anyone makes – each person has to decide for themselves what is right and wrong in life – this service is not intended to support players that are engaging in practices that breach terms and conditions and law. We will not aid them by providing information on how they got caught.

 

ThePOGG.com has really helped me out. I’d like to donate part of the money you got back for me. Where do I do that?

We’re always really happy to hear that a player feels so grateful to us that they’d like to contribute to our service. It’s the biggest possible compliment that we could receive! But we’d far rather you kept your hard earned money, or if you really want to do something good make a donation to a charity supporting those suffering from gambling addictions.

We’re not at all ungrateful for your amazing gesture, but operators have to see us as impartial if we’re going to expect them to cooperate with us. Where they see us accepting a cut of money we recover some of them will view this as an indicator of potential bias towards the player and use it as an argument against working with us to resolve complaints. We don’t want to give them that excuse so we don’t accept donations.

 

I’ve emailed you but you don’t seem to be getting it. What’s going on?

The most likely explanation is that you’re emailing the wrong email address. The only email address you can contact this service on about complaints is complaints@thepogg.com.

If you email our standard support address these emails have to be immediately deleted due to our privacy policy and the fact that staff members who are not authorised to have access to complaint material have access to this address.

If you reply to an email alert from our complaint system this goes to an unmonitored email address. These emails are clearly marked “Do NOT Reply to this email” and the email address they are sent from is noreply@thepogg.com. If you send emails to this address no-one’s going to get them.

 

I’m not receiving alerts about updates to my complaint. Why not?

In all likelihood you need to check your spam folder.

 

My complaint is urgent. How do I get you to treat it as a priority?

You don’t. Every player’s complaint feels urgent to the complainant. Every complaint is as important to every other complaint for us and we do not give priority to any complainant as this would be unfair to all other complainants.

 

My complaint is for a lot of money. How do I get you to treat it as a priority?

You don’t. What constitutes “a lot of money” is entirely based on your life circumstances. What seems like a small amount of money to you may seem huge to someone else and vice versa. We do not give priority to complaints based on the amount of money being contested.

 

I am disabled, ill, a military veteran or have some other circumstance that I feel requires special consideration. How do I get that?

You don’t. While we sympathise with whatever situation you have in your personal life, unless it has specific bearing on the fairness of the gambling transaction you have engaged it is not relevant to our assessment of your claim. We would request that you do not include this type of non-relevant information in your submission or communications with our team as experience has shown us that complainants simply end up frustrated and angry when we do not take this type of information into consideration.