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Hi Vancity99 - 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 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.

What we can do for you is check with the operator the promotional opt-in register, as you do have to agree to receive a promotion before it will be added to your account. However, i) if you have opted in you would have to meet the conditions of the promotion before you would be allowed to withdraw and ii) being familiar with the licensees promotional system, it is unlikely you have been awarded a bonus without explicitly opting-in. 

I'll revert to you once we have more information.

Thanks,

ThePOGG

Date – 09/05/2023

This complaint has been checked. Work is ongoing on this matter. We will revert to you when we have new relevant information to share.

Thanks,

ThePOGG

Hi Vancity99,

We've discussed this matter with Fire Vegas casino, both checking the opt-in register with the operator and going through the promotional claims process to ensure it is compliant. 

To claim a bonus at Fire Vegas you both have to click a button to either "+ Add Bonus" or "Deposit Without Bonus". Once you've selected to add a bonus, you then need to click a second button to select from the bonuses that are currently available to you.

In short, you did opt into this promotion and as such are bound by the wagering restrictions associated with the promotion.

Sorry we could not be of further help,

ThePOGG

This player opted into the promotion in question and as such is bound by the promotional terms and conditions.

Hi there,
 This casino is holding onto $304.65 of my money and denying my ability to withdraw it.  They are saying that I must first wager an amount of  $15961.00 CAD due to a bonus program I did NOT sign up for.  This is simply a ludicrous amount to require and not reasonable. That being said, this requirement in order to withdraw money that is rightfully mine also goes against their responsible gambling guidelines which can be found here: https://www.firevegas.com/playerprotection
 
 I thank you for your time and look forward to your response. Thank you!

Fire Vegas - Holding onto my money, not able to withdraw

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