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NoBonus - withdrawal

Ruling

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

Read our NoBonus Casino Review.

Player's Complaint

Created new account on 7th October and deposited 200. Immediately won and processed a withdrawal for 1500. Whilst awaiting withdrawal I spent another 2800 (which I’was prepared to lose) on Thursday 8th October I was asked to confirm Id. I sent front and back copy of the card used to deposit, front and back of driving licence And copy of mobile telephone bill. I received email on 9th October to tell me mobile phone bill s are not accepted. I sent a hospital letter instead (as requested) with my address on and a utility bill in case this wasn’t enough. I received an additional email asking if I was ok with the deposits made. I am and confirmed this on 8th October.

I then received a due dilligance Letter which I printed off and sent a copy of my payslip as supplementary evidence on 12th October. On 15th October I received another email telling me some documents are missing (a bank statement) which was never asked for. And it needs to be up to date. I sent back a print of my statement up to 30th September and then screen prints up to 15th October as I can only print statements at the end of every month. II used editing software to blank out non relevant items.

Today, I have received another email saying they need the statements in a pdf format right up until today’s date. I’ve replied back today at 10.30am with a statement up to 30th September as that is all my bank will allow me to download. I have sent everything asked of me I genuinely have no other ids left and can not understand the delay. I joined this casino after looking through your reviews, I have several other casino accounts and have never experienced this deliberate refusal to withdraw, what makes me unhappy is that a will still be a losing player after this withdrawal so what is the holdup? I except the losses as well as the wins.

Can you please investigate? It’s been 10 days of terrible customer service and I efficencies Is this fraud not to refund? If they do not want my custom, that’s ok as well, so,either refund my stakes or my refund surely./ I’m happy with either. Thanks for your help.

Read the casino review

5 Responses

User icon
ThePOGG
October 16, 2020

Hi stouffer - welcome to ThePOGG.com!

With the greatest of respect you need to give the operator a reasonable amount of time to resolve this issue internally before seeking the intervention of a 3rd party dispute mediation service. If you are still experiencing issues on Friday the 30th of October let us know and I'll contact the operator on your behalf.

I also suspect you are getting yourself confused. I can say with certainty that you have not registered via links on this site.

Thanks,

ThePOGG

User icon
stouffer
October 16, 2020

Ok thanks, one thing though, I did not say I joined through a link anywhere in this email? Just that I joined after reading your review of the casino. I also thought 10 days of seemingly deliberate stalling to process a withdrawal was cause for complaint, but I’ll get back in touch on 30th and update you.

User icon
ThePOGG
October 30, 2020

Hi stouffer,

Are you still experiencing issues?

Thanks,

ThePOGG

User icon
stouffer
October 30, 2020

Thanks for checking, the casino refunded after several more delays. Please close the complaint.

User icon
ThePOGG
November 1, 2020

Hi stouffer,

Thanks for letting us know - it is appreciated!

ThePOGG

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Agreement

stouffer 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:

  • No Bonus
  • Malta Gaming Authority
  • United Kingdom Gambling Commission

October 16, 2020

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