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Hi sdfbxcv,

Please 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 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.

You have given us a lot to cover for such a small submission.

Firstly, you are entirely correct. Your previous account was rejected because you chose a username that included information that could be used to identify you personally. As your username is publicly visible that is not something we can allow. This is made clear both in our terms of use and on our registration form - in bright red text no less. Where you choose to disregard this limitation, any frustration or delays that subsequently occur are not the responsibility of this service.

Next we are not here to serve as a target for your frustrations with a gambling operator. The tone and language of your submission is both entirely unacceptable and once again inconsistent with the terms of use you agree to when engaging with this service. If you are unconvinced of our partiality then you should look to pursue your claim via the court system. This is your one and only warning in this respect. If you choose to engage any further with this process we will take this to be complete agreement with and acceptance of our terms of use. Any further infractions will result in us terminating any further involvement in this case.

Had you taken the time to have even a cursory look prior to accusing us of criminality and spouting abuse, you would be aware that the operator that you are complaining about is one that we advise players to avoid due to various concerns we have about their service. We do not now, nor have we ever had any financial relationship with this operator.

Finally, specifically what has the operator requested in the way of verification documents that you have not provided?

ThePOGG

They have made an incredibly unclear request specifically to prevent me from being able to provide it.

They're asking for a selfie showing both my hands from the waist on holding my ID and the date as well as their site and my bank statement whilst winking and making sure the background isn't white.

This is physically impossible! How on earth  do they think I can provide that??

Hi sdfbxcv,

This is not "physically impossible". Simply comply with the instructions and have someone else take the photo. The term "selfie" is slightly misleading in this case.

Once you have provided the requested photo let us know and I'll follow-up with the operator on your behalf.

Thanks,

ThePOGG

It is not physically possible as they are asking me to show my hands as well as holding 3 separate items!! How many hands do you think I have? 

What's the point of this anyways if you're just going to take their side when they're clearly in the wrong? What do you even do?

Hi sdfbxcv,

I'm sorry to hear you feel that way, but holding your ID, a bank statement and a bit of paper with the date with 2 hands, is far from "not physically possible". Write the date in the middle of a blank sheet of paper, place your ID over the white space - so the date is still visible - and hold your bank statement in the other hand.

This is a reasonably standard verification request where concerns have arisen about the validity of the documentation previously submitted. It is entirely your choice how you want to proceed from here, but we cannot assist you further if you are refusing to comply with reasonable anti-money laundering verification requests.

Thanks,

ThePOGG

They have asked me to hold each of the THREE items in a hand by itself.

I only have 2 hands.

I cannot overlap documents. The framing of having my waist up and everything else would also make certain things not readable due to camera quality. I don't think you understand what exactly they're asking for. Are you able to please contact them yourself?

Hi sdfbxcv,

Please forward the communication where the operator told you that all 3 documents had to be held in one hand, at the same time, and not overlapping each other to <a href="mailto:complaints@thepogg.com">complaints@thepogg.com</a>.

Having dealt with this nature of request many times before I can say with effective certainty that the operator is not expecting you to grow an additional hand to meet this requirement.

Thanks,

ThePOGG

They told me this on live chat so I don't have it on email.

Are you actually communicating with them at all?

Hi sdfbxcv,

As I have informed you multiple times already, you need to comply with this request before we can do anything to assist you. The request is a legitimate anti-fraud request, we would not look for the operator to set it aside.

Comply as best you can within realistic physical constraints. If the operator then rejects your submission you can forward on their response and we can then speak to the operator.

Thanks,

ThePOGG

Thank you for being absolutely no help at all, being dismissive and insulting, and constantly siding with the site who're in the wrong.

I will be making everyone aware of this treatment and ensuring people stay away from you.

Hi sdfbxcv,

You are free to do as you choose, but if you are refusing to comply with the operator's verification processes there is nothing further we can do to assist you.

Feel free to let us know if you change your mind.

Thanks,

ThePOGG

Where can I complain about you and your service?

HI sdfbxcv,

If you have concerns regarding the fairness or integrity of this service you should feel free to direct them to the Malta Gaming Authority.

Thanks,

ThePOGG

This player has refused to comply with the operator's verification request. As such there is nothing we can do to assist them.

I submitted this complaint last week and I'm now certain you corrupt frauds have been paid off by the gambling sites by closing my old account because my username contained my  name!!!!
 
 I completed verification with the site and they rejected several withdrawals by lying and then made more ridiculous verification requests. 
 
 Not that you care or will do anything as you spineless cowards will have been paid by betamo to ignore me and help them at all costs.

Betamo - Excessive Verification

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