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Hi mariozgbbb - 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 Aspire Global 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.

Please forward the relevant communications to <a href="mailto:complaints@thepogg.com">complaints@thepogg.com</a>.

Thanks,

ThePOGG

Hi,

thanks for e-mail.

I red bonus conditions, the Three Card Poker and Ultimate Casino Holderm are not in their bonus policy so they didn't have right to take my money.

But beside that. How could I win any money with them - bonus was activated automatically and if you play Live casino as I did you can not earn any money because they are asking you to play Slots and I don't want play that. So, for Live casino there is no chance to earn anything according their policy. [EDIT] Despite I reacted to remove bonus nothing happened. How can normal customer know that after registration you should contact them and ask to remove bonus. From the customer perspective I really don't understand what should I do and where did I make mistake!

I hope you will help in this situation, not only for me, but also for other players.

Thank you,

[EDIT]

Hi mariozgbbb,

Please forward the relevant communications to complaints@thepogg.com.

Thanks,

ThePOGG

Hi,

 

regarding this situation I just red bonus conditions (even I was not intrested in bonus).

 

You sent me this e-mail:

As stated in our bonus policy: Bets placed on certain games will not count towards your wagering requirements. If the play bonus is wagered on any games that do not contribute to wagering, we reserve the right to withhold any amount in excess of a player’s original deposit from a player’s withdrawal.

Based on our terms, please note that the non-valid winnings has been voided and the original deposit have been placed back in your account.

 

From bonus policy:

Bets placed on all versions of the following games will not count towards your wagering requirements: All Video Poker games, All Roulette games, All Quick Play games, All Blackjack games, All Rush games, Hi Lo Fever, All Baccarat games, 3 Card Poker, Blood Suckers, European Roulette, Football Studio, Jackpot 6000, Keno, Big Bang, Blood Suckers, The Wish Master, Dead or Alive, Lucky Angler, Jack Hammer 2, Cloud Quest, Tower Quest, Pearls of India, Treasure Island, Mega Moolah. If the player placed bets on any of the games mentioned above before the wagering requirements for the bonus have been met, we reserve the right to withhold any amount in excess of a player’s original deposit from a player’s withdrawal.

 

I played Three card poker and Ultimate Texas Hold'em. I don't see them in this article, so you don't have right to use these artical even if you don't accept my explanations. I understand here All video poker games is something else, and same, like 3 card poker. I can not find these called games on the site.

Hi,

please find attached chat communication.

[EDIT] After few theys I still don't know what should I do! I couldn't earn any money on Live Casino as this bonus was added automatically. As I understand when I register and start playing I just can loose money and that is fine. But when I win something they take it because I didn't play Slots! I played Three Card poker and Live casino holdem and these games are not in their policy. What I red there are some Video poker games which I think is not Casino Holdem or at least they should clarify exactly in their policy what is the name of the game. Also, 3 Card poker is not the same as Three Card poker - there is no Three Card poker in policy. So, if we want to be legal 100% then 3 Card Poker you can not find on their site! Even I think I was honest and did everything from my side to play honest. But they don't. I hope you understand what I wanted to point out.
If this works on this way, then there is really nothing to do and there is no sence for playing Live casino anywhere.

Thanks for your time,

[EDIT]

I think I already wrote, but why they didn't remove the whole money when they removed bonus? They knew at that time if I was breaking the rules! Also, when I made withdrawal request, if there was some mistake from my side, why didn't they tell me what I should do to get my money - to wager on some other games or something? Live Casino doesn't count on wagering for bonus but count for any winnings to be lost? There is no sence, something doesn't work here. It works on that they want to steel your money!

Hi mariozgbbb,

Firstly - apologies for the delayed response. This has been a complex case that has required a lot of careful review and discussion to understand fully.

There is good and bad news for you in this response, so please ensure that you read it in its entirity.

On the 19th of January you deposited €450 and received a bonus of €200 at 07:28 server time. You immediately started playing games that were prohibited by the bonus that you received and it was not until 15:13 server time - over seven and a half hours later - that you contacted the operator to ask for the bonus to be removed. You did not make any requests to remove the bonus before this point.

Given the bonus you received and the fact that you breached bonus terms and conditions, sadly regardless of whether or not you completed the associated wagering requirement, the winnings would have been void. The agent dealing with your request to cancel the bonus made an error at this point, removing the bonus but leaving the winnings that were associated with the bonus. Your balance should have been reset to only your deposited amount.

As these winnings were void, any subsequent play with these funds is also void.

As a consequence of the above the operator took the decision to void all winnings, including those generated from play after this point. On review of this matter we are unable to agree with the operator that this is a fair outcome - this balance also included deposited funds and if we are to consider all winnings void, then your subsequent play presented a situation where you could lose your deposited funds, but could not win. However, we cannot agree with your claim that all winnings are legitimate either as this balance was mostly made up of funds that the operator were correct to consider void.

As such, at this point we reviewed your play considering only the deposited funds in your balance (€450) - i.e. ignoring the funds that should have been removed. Fortunately for you your balance did not dip by more than €450 (which would have meant you were playing with void funds), until 20:47 server time, when you placed a withdrawal for an amount (€7k) larger than the sum of your deposit and the winnings that you had won from your deposit after the removal of your bonus. After this point any further play would be void as it was placed with void funds.

This means that out of this withdrawal of €7k - which you only received €450 from - you should have been paid a total of €5600. To correct this the operator has agreed to restore a further €5150.

Please confirm that you have read and understood the above.

Thanks,

ThePOGG

Hi mariozgbbb,

I'm following-up on the above?

Thanks,

ThePOGG

Hi mariozgbbb,

I'm following-up on the above again?

Thanks,

ThePOGG

Hi mariozgbbb,

If we haven't heard from you by Friday the 3rd of June I'll assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

Hi,

sorry for not answering before,I was checking my e-mail, didn't receive anything, now I see here you messages.

I explaind my situation before. I think it is not fair that they took my money because of the bonus that I couldn't earn so and so as I played Live casino. This is not fair. So before playing player should read all terms? They should have block playing Live casino in this case. 

I think I played fairly  and I tried to remove bonus when I was checking how withdrawal process works. They knew it and they let me play.  So, from customer perspective I feel it is not fair what they offer now. 

If you, as neutral part, think their offer is fair I can accept it, but I really feel this is not fair to me and any other new player.

Kind regards,

[EDIT]

Hi again,

as I understand they are taking my money because I didn't ask them to remove bonus (I WAS NEW CUSTOME AND I DIDN'T KNOW THAT) on time? When I won some serious money I checked how withdrawal process works and I notice the bonus that I couldn't so and so get as I played Live casino only. So, why is this bonus important at all - they forced it automatically and I played Live casino where I CAN NOT WON that bonus. So, they are taking my money because of some bonus, which I didn't want and which I couldn't earn at the end of the day. When I noticed that I asked them to remove it just to have clear account balance how much money I have.

I asked their agent and he removed it. So, THEY KNEW IT if I was wrong and without doing anything I thought everything is fine. So, they ACCEPTED my account balance. And I played and I won. 

I really think I am 100% right. But as I said, here is not the question about the money anymore. Here is the message to the NEW customers and on what you should take care. But this is really crazy, to take the money for something you couldn't won at all so and so!!!

You said their agent made mistake and that is FINE, but when I as customer didn't react on time then I should PAY. This is not fair play.

Kind regards,

[EDIT]

Hi again,

one more question regarding this bonus: why they didn't offer me to play other games in order to get this bonus? Bring me back to my €22.100 I can play slots, in any case I will get more what they offer now!

Kind regards,

Mario

Hi mariozgbbb,

It is your choice whether to accept this offer or not, but we cannot support your claim in its entirety as you are responsible for abiding by the terms of any agreement you entered. This is not a situation where you were not given the option to either decline the bonus or read the terms - you were presented with an opt in, which also directed you to the terms associated with the bonus. You chose to opt in. If you decided not to read the terms associated with the offer, that responsibility lies with you.

The balance you are contesting should be reinstated was generated via contract breaching play. Those bets are void and the winnings are likewise void. Resetting you to the balance of €22k would be reinstating a balance you should never have had as you used your bonus in a prohibited manner.

Your choice at this juncture is to either accept the resolution that we have presented or decline it, at which point our involvement in this matter would come to an end and we would suggest you look to pursue your claim via the relevant court system.

Please let us know what you would like to do.

Thanks,

ThePOGG

Hi,

Can you please explain amount of 5.600€? There is a chat history where they confirm me bonus was removed at 2.400€ level. So they can take difference between 2.400€ and my deposit. Everything else are my winnings and my money.

Kind regards,

[EDIT]

Hi,

It seems I don’t have any other option, so yes, I accept the offer.

Thanks for your effort.

Kind regards,

[EDIT]

Hi mariozgbbb,

This was explained above. When your bonus was removed, your balance should have been reset to €450. Anything above this was void. You then played with these funds. Your balance did not dip more than €450 for a period of play, meaning that you were playing only with your own funds and the winnings during this period were legitimate. At 20:47 you placed a withdrawal for €7k - this was more than your deposit and the funds you had won since cancelling the bonus (totalling €5600), meaning that you were at this point requesting a withdrawal for more than you legitimately had in your account at this point. So you were entitled to receive €5600 of this withdrawal. After this you continued to play with the remaining balance, all of which was void funds. As such the further play is void.

Thanks,

ThePOGG

Hi,

Thanks for your e-mail. What is next step, when can I expect these money should be transferred on my account?

Kind regards,

[EDIT]

Hi mariozgbbb,

Your refund should be processed shortly to your Visa card. We would appreciate it if you could confirm when you receive your funds.

Thanks,

ThePOGG

Hi mariozgbbb,

Have you received your funds?

Thanks,

ThePOGG

Hi mariozgbbb,

If we haven't heard from you by Friday the 1st of July I'll assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

The player breached bonus terms. The operator made an error by not voiding winnings. This ruling leaves neither party entirely happy but reflects the errors of both parties.

Hi,
 
 I won €22.100 playing with my original deposit and real money bonus!
 
 I asked 3 times via chat (plaese take a look at history) and I asked to remove any bonus as I didn't want them. I saw €400 bonus money and I asked to be removed. This was done at €1600 level I think and then €200 bonus was removed. After that I reacted again and asked to be removed completely and I think this was done at €2.400 level. After that I played. So I don't see where is the problem and why do you think that I didn't earn my €22.100.
 
 So, I didn't want any bonus and I asked to be removed what was done at the end.
 
 I have full conversation, please let me know where I can send it. I asked at least 3 time bonus to be removed as I didn't want it and at the end of the day it didn't work on live casino games which I played. So and so I couldn't earn bonus anyway.
 
 - when I register and open account I turned off bonuses and promotional offers, I don't like receive that and bonuses on Live casino doesn't work
 - I made deposit €450
 - despite that they forced me and add €200 on my account
 - I started play once, I won and bonus doubled to €400 and contact them to remove bonus as I didn't want it
 - they send me message that bonus was removed
 - I continue to playing and was on €2400 level and I saw that there was still bonus €200
 - contacted them again and they confirmed that bonus was removed
 - after that I had luck and came up to €8.500
 - then I made withdrawal request to €7.000 and there was some note about bonus. I contacted them and they said the bonus was removed.
 - after that I cancelled withdrawal request and continue playing and come up to €22.100
 - I made new withdrawal request €7.000 
 - today this request was declined and all my money is taken, they left only €450 deposit
 
 Despite I turned off bonus option they forced me with bonus, I did everything from my side to remove this bonus - just to avoid these situation. After they removed my bonus I don't see where did I make mistake. I have been misled and registration process is not transparent as they force with bonus and at the end of the day when I won this money they are taking it. I don't know what should I do or where did I make mistake?
 
 Please help me resolve this situation and help me get my money back.
 
 Thank you,

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