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CasinoCasino - Welcome bonus
Ruling
Found for the Casino - Where you accept a bonus when playing online you need to ensure you understand the terms and adhere to them.
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Player's Complaint
Wow 2 complaints i 1 day. I dont know if there is anything that can be done but here is what happened. I registered with the casino and read the welcome bonus terms that max bet is 5.00. I played on the game butterfly staxx after 3 spins of 1.00 my money was gone went to chat and i guess i was playing a 20.00 bet, i took ownership of the mistake and asked if there was anything they could do to help me back out of an obvious mistake the guy kept saying that i played and didnt win so its a game of luck and i didnt win, if i had won then it would be breaching the terms, so i get that happened and it was obviously a mistake all i asked was if there was anything they could help me out with and he just kept saying the same thing I asked for a supervisor because I was so flustered he was not listening to what i was typing and just kept saying I agreed to the terms, what happened to customer service where we try and work with a customer or at least in Canada thats how we work I have never been dismissed like this before and cant understand how a casino making millions of dollars would not be able to even offer me another bonus at the least but just keeps shooting me down saying the same thing over and over. gotta say Iam pretty disgusted with how customers are treated through these casinos and especially when they dont even listen to what you are asking
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Agreement
ypilote 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:
- CasinoCasino
- Malta Gaming Authority
- United Kingdom Gambling Commission
April 2, 2019
Hi ypilote - welcome back! As we are the ADR for the L&L Europe 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. Unfortunately there's nothing we can do to help you in this instance. Where you accept a bonus you are responsible for ensuring that you do not breach the terms and conditions associated with that bonus. The operator are not obliged or required to offer further incentives to those players that have already breached bonus terms. Sorry we cannot be of further help. ThePOGG