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Paradise Casino - Bonus cancelled

Ruling

Found for the Casino - This player has cancelled their own bonus. As such we cannot force the operator to reinstate it for them.

Read our Paradise Casino Review.

Player's Complaint

I was playing the casino's 'reload bonus'. I've made a big win (€852) and after that, I've accidentally cancelled the bonus and 'lost' my winnings. My own dumb mistake, so contacted a live chat agent and explained the situation. She told me there is nothing that can be done to revert my stupidity.

I also told the support agent that i understand that it's my own responsibility and mistake. But after spending a lot of money in the last few months, i was hoping for a little bit of leniency.

Although i also understand that I am not the first dumbass to make this mistake, i still hope there is something you can do.

Regards,

Read the casino review

3 Responses

User icon
ThePOGG
April 1, 2021

Hi jb81nl - welcome to ThePOGG.com!

Please ensure you have read our Complaint Guidance to ensure that fully you 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.

If you have any questions about the above, let me know.

Firstly, this is an English language service. You need to use freely available translation tools before you post any further information to this complaint file,

As you have cancelled the bonus, the operator are under no legal obligation to reinstate it. We cannot force that outcome. I will however speak to the operator and see if they may be willing to consider reinstating it in this instance.

Thanks,

ThePOGG

User icon
ThePOGG
April 11, 2021

Hi jb81nl,

Sadly the operator are not willing to make an exception in this instance. As they correctly point out, the cancellation of a bonus also requires a confirmation via a pop-up that explicitly states that winnings associated with the bonus will also be cancelled.

Sorry we could not be of further help.

ThePOGG

User icon
jb81nl
April 12, 2021

Alright. Thanks for trying

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Agreement

jb81nl 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:

  • Paradise
  • Malta Gaming Authority
  • N1 Interactive Ltd

April 1, 2021

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