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Hi lthompson20 - welcome to ThePOGG.com!

As we are the ADR for the White Hat Gaming 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).
https://thepogg.com/terms-of-use-for-dispute-resolution-service/

– You are not obliged to obtain independent or legal advice or representation, though you may choose to do so.

If you have any questions about the above, let me know.

With regard to your complaint - firstly, if you have already agreed a settlement to resolve this issue there is nothing we can do to help you.

Secondly, whether you were playing with bonus funds or deposited funds makes no difference. Once you have accepted a bonus your entire balance is subject to bonus terms until either the wagering requirement is completed or the balance reaches zero.

Finally, as per the term below, your cash balance would be played before bonus funds are used:

<blockquote style="border: 2px solid #666;padding: 10px;background-color: #ccc">"5.7      
For any wagers made, the wager is deducted from the player's Cash Balance. If there is no cash available, then the wager is deducted from the Bonus Balance."</blockquote>

Taking into account the above, do you still feel you have a valid claim?

Thanks,

ThePOGG

Hello,

In response to the above message, I submitted additional documentation, via your provided email, to further substantiate my position. Can you please confirm receipt.

Thank you.

Hi lthompson20,

I've now received your full play history from Captain Spins. Unfortunately we are unable to uphold your claim.

Jumping to the contested part of your play, at 02:25:37 server time on 05/03/2020 you deposited $150 and received $150 as the second stage of your welcome package. Your very first bet after this deposit was for $6.52 on Wild Orient, exceeding the maximum allowed bet of $5. As such the bonus contract is at that point void. At no point after this point does your balance diminish to zero and no other deposits are made before the contested funds were removed from your account. So all funds after this point were derived from bonus play that was void.

Sorry we cannot be of further help,

ThePOGG

This player has exceeded the maximum allowed bet term while playing with a bonus. As such there is nothing we can do to help them.

I signed up with captain spins and made an initial deposit of $50, for which I received the corresponding bonus amount. I lost all of this money.
 
 I deposited an additional amount of $150, which was also credited a bonus. I continued to play with this amount.
 
 While the bonus was attached to my account, I continued to play between 1 to 5 dollars. It was only once my bonus was run out that I up my bet. I would win 40,000.
 
 The casino has claimed that I contravened their policy provision number 7 by upping my bet beyond 5 while with a bonus. This is not true. I only upped my bet once my bonus had been depleted.
 
 I have requested documentation to support their decision and they have not provided me with it. My account game history only shows the money spent and won. It does not show the bet at the time. I was well within the $5 point while I was playing with the bonus. It was only after the bonus had been removed and only my funds that I upped my bet.
 
 The casino confiscated my winnings and gave me a 1000 gesture. I want my honest winnings. [EDIT] Please help me.

Captain Spins - has confiscated my legitimate winnings

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