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Hi mitmogra - 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.

Before going any further - can you provide screen shots showing advertisement of this bonus? It does not appear anywhere on the Casimba site that I could locate.

ThePOGG

Please follow this link https://www.casimba.com/en-ca/vipin/

Further i have copied and pasted the details below."look for DIAMOND"


Silver Membership
24/7 VIP Support
VIP Upgrade Bonus up to £100
Cashback offers (on selected days that will be communicated 24h in advance)
Regular Bonus reviews
Priority Withdrawals
Free Tournament Entry
Exclusive VIP Promotions &amp; Events
Birthday Loyalty Bonus of 10,000 Points

Gold Membership
24/7 VIP Support
A VIP Account manager
VIP Upgrade Bonus up to £500
Individually-designed Cashback offers (on selected days that will be communicated 24h in advance by your account manager)
Regular Bonus reviews
Priority Withdrawals
Higher weekly withdrawal limits
Free Tournament Entry
Exclusive VIP Promotions &amp; Events
Birthday Loyalty Bonus of 20,000 Points

Diamond Membership
24/7 VIP Support
Your personal and dedicated VIP Account manager
VIP Upgrade Bonus up to £1000
Individually-designed made Cashback offers (on selected days that will be communicated 24h in advance by your account manager)
Daily Bonus reviews
Priority Withdrawals
Higher weekly withdrawal limits
Free Tournament Entry
Exclusive VIP Promotions &amp; Events
Birthday Gift
Invites to Private Events &amp; Holidays

Elite Membership - Invite only
Elite membership is by-invitation only. Should you want more information about our exclusive VIP Lounge, please feel free to email us now!

I would also like to add the recent development on the complaint. As i was also asking through support about the status of my complaint with internal procedure. 
I would like to mention that i was offer regular bonus of $275.00 upon request of review of my accounts on November 11,2019.
It is to be noted that my DIAMOND upgrade was in prior week. I was told that the bonus i accepted of $275.00 means that the complaint was closed internally. 
FACT remains is was regular request of review on November 11,2019, while repeatedly upon my upgrade to DIAMOND status i was declined of any bonus.I hope this helps to clarify exactly what i am asking for is DIAMOND upgrade bonus.

Hi mitmogra,

I would direct you to the advertisement. In each case on this page it states "VIP upgrade bonus <strong>up to</strong> [VALUE]". The use of the term "up to" creates a range - it doesn't not mean that you will immediately be offered the maximum possible value. The advertisement simply states what the highest potential bonus that will be offered may be. In other words the bonus offered will be based on a review of your account activity.

If you have received a bonus after this point then the operator are free to consider the bonus offered as the 'upgrade' bonus. The type of bonus you are talking about is based on review of your account activity bonus in the same way that an upgrade bonus would be.

I'm sorry you are frustrated but all we can suggest if you are unhappy is considering playing with a different operator.

ThePOGG

Logically should be considering different operator for sure. But as you said "up to", i am clear on that but it should be honoured upon upgrade and not in future, if that is the case it should have been mentioned in the terms.
Further it is very VAGUE to say "up to". I mean for Gold it says up to $500 while even with DIAMOND it is way below $500, considering $275. 
I doubt someday they will come up with offer "UP TO $100,000" but actually only offer $10.

Hi mitmogra,

This is a 'VIP promotion'. Across the industry these are kept intentionally vague as they are tailored to the specific account activity. Not every player reaching this status is going to be viewed as equally valuable to the operator. Hence the need to stipulate a range. 

With regard to the nature of the term being misleading, I do understand your concern but this is little different to a retailer advertising 'up to 50% off' - as long as one product included in the same fits this criteria then the advertisement would broadly be considered valid. If you are unhappy with this all we could suggest would be to contact your local advertisement regulator and get their opinion on whether this advertisement is compliant with their expectations.

Finally with regard to the delay - the promotional advertisement does not state that the bonus will be awarded instantly. As discussed above, this is a VIP type bonus meaning that a review of your account activity would need to be undertaken before the value of the bonus to be offered could be decided.

Thanks,

ThePOGG

The advertisement in question states that the bonus is "up to" $1000, not that every player will receive $1000.

I have been long time guest on the mentioned casino.
 Recently i was upgraded to there DIAMOND VIP status.
 The website advertise of bonus up to $1000 upon upgrade to Diamond status.
 Further i also received email welcoming me to DIAMOND status and was told that there will be reward available with y account manager.
 
 The matter of fact was i was not honoured the advertised promotion on website and rewarded ZERO $0.00 bonus upon upgrade to DIAMOND VIP. When i approached the account manager they told me there is nothing available right now.
 I am frustrated as i was repeatedly advertised about the DIAMOND VIP status on casino.
 Further it shows that i am active player and consistent play through and stakes which lead me to achieve the DIAMOND VIP status.
 I look forward with honest inter mediation on this and get me the reward i DESERVE on my loyalty to the casino as promised and advertised on website

Casimba - Bonus not rewarded upon upgrade to DIAMOND VIP status

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