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Hi spravedlivyj - welcome to ThePOGG.com!

As we are the ADR for the Apsire 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.

What you have provided is not a bank statement. It may be a letter from your bank but this is a different thing. Have you provided a statement that has been posted out to your address? Has the operator requested something different to this?

Thanks,

ThePOGG

Hi! Did you see what I wrote to your complaints@thepogg.com email, or should I duplicate the message here?

Hi Spravedlivyj,

A bank statement is posted to your address once per month and shows the account details, your name, your address, a list of the transactions that have occurred on the account  and the running balance. 

Contact your bank and ask them to post you your most recent statement.

Thanks,

ThePOGG

Hello! All this looks like a big misunderstanding. I spoke with the bank manager. He said there is no mistake - the bank only issues two types of documents:
1. Personal account
 transaction details statement.
2. Account status statement.

The first type of document fits all the parameters you listed. With the advent of emails and mobile applications, the statement is not sent to the mailing address anymore. It is sent to the email or it can be downloaded in the mobile application. I attached an example of such statement to this letter (complaints@thepogg.com).
In order for the statement to have legal force, it is stamped, it is done in a bank branch.
I want to note once again that even the British Embassy accepts such statements.
I also sent you the 2nd type of document, even in English.

Would you be so kind to maybe show me a sample statement provided by a citizen of my country (with all personal data erased obviously)? I would also like to once again note that the statement I sent was accepted by other casinos with Malta and the UK licenses. Could you please comment on this statement as well?
Will a certificate stating that the bank provides only the statements I just described work for you?
As far as I know, banks from all the CIS countries don't send anything like what you described to postal address, so I'd kindly ask you to take a closer look at the reality of the players from such countries.

Thank you.
Best regards

Hi Spravedlivyj,

We do not hold player documents on record.

While you are right that most banks will default e-statements all banks will post account statements out to the account holder where this is requested. You need to request that you bank posts your most recent statement to you.

Thanks,

ThePOGG

Hi! I'd like to once again draw your attention to the fact that the document I previously sent you met all the parameters you mentioned. And the only thing that is going to change if I convince the bank manager to send the statement to my postal address is that the exact same document will be enveloped and sent to me via post. So I don't really understand how this is supposed to confirm my address. What photos should I send to you? You already have the photo of the statement, so should it be the photo of the envelope? Of me unpacking the envelope?
Please, take my reality into consideration - you're asking for something my bank doesn't do and I don't know the bank in my country that does. It also seems true to me that the type of document I previously sent fits the requirements. Where am I wrong here?
Thank you.
Best regards.

Hi Spravedlivyj,

Provide the name of your bank and we'll contact the bank to discuss their policies on issuing bank statements.

Thanks,

ThePOGG

Hi Spravedlivyj,

We are currently corresponding with your your bank. I'll revert to you once that dialogue is concluded.

Thanks,

ThePOGG

Hi Spravedlivyj,

We've concluded our dialogue with BGPB bank who I do have to state have been far less cooperative than any bank we have engaged similar conversations with similarly.

The bank <strong>will</strong> post statements to customers where you request that they do so. Please contact your bank and request that they post a statement to you.

Thanks,

ThePOGG

Hi!
I just called the bank. Nothing changed. What should I do?
Have you contacted casino managers?
Thanks

Hi Spravedlivyj,

Your bank have confirmed to us that they will post statements where this is requested, though a small fee may be required. You need to contact your bank and have a statement posted to you.

Thanks,

ThePOGG

Hi!
I contacted the bank. They will make the same statement. Will it be okay?

Have you contacted casino managers???

Thanks

Hi Spravedlivyj,

No we have not contacted the operator as you have not yet provided acceptable documents.

You need a statement that has been posted to you.

Thanks,

ThePOGG

Hi!
I went to the bank again. They do not send the statement to the postal address.
The statement is made at the bank or sent to an email. This is indicated in the contract clause 5.9. page 13. You can download the agreement here belgazprombank.by/personal_banking/plastikovie_karti/tarifi_i_dokumenti/.
The bank may issue an official document stating that it does not send the statement to the postal address.
It costs about $15.
Does it make sense?
Thanks

Hi Spravedlivyj,

Thanks for your patience.

Sadly are being uncooperative with further requests made to them regarding this issue. Can you please obtain the suggested document and send it through?

Thanks,

ThePOGG

Do you mean the one I mentioned above? The one that states that the bank does not send the statement to the postal address?
It will be the $15 version of what's written here (clause 5.9. page 13):
belgazprombank.by/upload/userfiles/files/personal/cards/docs/rules_card_belgazprombank.pdf (taken from here: belgazprombank.by/personal_banking/plastikovie_karti/tarifi_i_dokumenti/)
The document states that the bank only sends documents either by email or personally in the bank branch.
Does it still make sense or will the explanation above suffice?

Hi Spravedlivyj,

Yes, the document detailed above. Your bank has given us information directly contrary to their terms.

Thanks,

ThePOGG

Hi ThePOGG
Will this change anything?
Will you start solving my problem after this?
I don't want to waste money again
Best regards.

Hi Spravedlivyj,

It will give us solid grounds upon which to challenge the operator's insistence on the production of a bank statement, which is exactly what we need to move this issue forward.

Thanks,

ThePOGG

Hi ThePOGG!

Once again I went to the bank. They already recognize me there and are perplexed by what is happening.

 I wrote a signed document so that they send a bank statement to my mailing address, and in case of refusal, so that they reply in writing on the basis of which clause of the contract they refuse to do this. 

They agreed to send a statement by mail, but warned that it would be exactly the same statement that they issue at the bank branch only sealed in an envelope.

 Can I send you a video of how I unpack the envelope? How do you understand that it was a bank statement that came to the post office and not the one that is issued at the bank branch?

Best regards

Hi Spravedlivyj,

Yes that would be perfect. Please ensure that you show both sides of the envelope in the video.

Thanks,

ThePOGG

Hi ThePOGG!
I sent a video with unpacking the envelope to your e-mail box (complaints@thepogg.com).
Best regards

Hi Spravedlivyj,

Thanks for your email but I'm afraid it did not contain any video file or link to a location to download said file.

Thanks,

ThePOGG

Hi ThePOGG
Sent again. Check, please.
Thanks!

Hi Spravedlivyj,

That was exactly what we needed to see. Thanks for following through on this process. I'll contact the operator and see what we can find out for you.

To maintain realistic expectations, please expect this to take several weeks.

Thanks,

ThePOGG

Hi Spravedlivyj,

Our understanding is that your payment has now been processed. We would appreciate it if you could let us know when you receive your funds.

Thanks,

ThePOGG

Hi ThePOGG
I got the money. Thanks! Will Belarusian players need to send a video for verification? Is there any hope that this procedure will be simplified?
Best regards

Hi Spravedlivyj,

The issue has nothing to do with your nationality, but rather the non-standard practices of your banking provider. In over 4k cases managed, I've never encountered a bank that would a) refuse to post out balance statements or b) only provide statements with hand written information on them. That is highly unusual practice and make using this banks documentation for verification purposes high risk.

Thanks,

ThePOGG

Hi ThePOGG!
Other banks in our country work the same way.
Best regards

Both the submitting complainant and Casiplay Casino have informed us that this issue has been resolved and the player has received their funds.

Hello!
 It’s worth starting with the fact that casiplay didn’t react at all to the documents that I sent while I was losing and the problems started right after I won the first money and requested a cashout!
 Finaly I have made deposits in the amount of 1200 euros.
 After that I made a cashout of 1260 euros
 I have provided them with two bank statements, one in Russian and one in English. Each time they rejected my documents for various far-fetched reasons. By far-fetched reasons, I mean the following.
 At first they didn’t like the quality of the photo taken on the newest iPhone, then the lack of a logo (bank printing is considered a logo, but it doesn’t matter to them), casiplay even wrote that my document was older than 6 months and did not see the issue date until I highlighted it with a red rectangle and sent the document back to them.
 Ultimately, they were dissatisfied with the fact that the issue date is written in pen! I then came to the bank again asking them to redo it. The bank was surprised, because even the British embassy accepts such statements, but still agreed to redo the statement. After that, they wrote that the document looks like a fake.
 I’m not going to send them anything else, because I’m sure that casiplay will continue to look for excuses not to accept my documents and not to pay my winnings.
 Other casinos with Malta and Great Britain licenses accepted such documents with no problem. So this casino reaction looks strangely.
 Please help solve this problem!
 Thank you!

Casiplay - doesn't pay my winnings 1,260 euros

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