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Hi Zwangi - 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 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.

Unfortunately there is nothing we can do to help you in this instance. 

Unless there is something withing the bonus terms that explictly states that bonus restrictions do not apply to deposited funds then any restrictions that are included in the bonus agreement apply from the point that the bonus is added to your account until you complete the wagering requirements.

If you have cancelled your bonus before meeting these requirements you would also cancel any winnings generated during the period of the bonus contract.

Sorry we cannot be of further help.

ThePOGG

When I play with my own money, win, and cancel the bonus, so I can cash out my winnigs, its okay to retake my winnings from me, if i have some bonus funds on my account, that I never even used?!?!?
Really? And there is nothing you can do about it?!
I mean what the F#¤%&k is this?!?!?
This so unfair, that there is no bigger cheatment than this!
Show me please where they say when I canncel my bonus, that they have right to take winnings made by my own money!
Show me please when you go to the cancel bonus button, that it says im also canceling my winnings, that has nothing to do with the bonuas money! Those things needs to be told , before letting people loose their money, dont you think?

1 more thing:

They say on their pages for the bonuses like this: 
"Any bonus can be cancelled before you start playing IT through" . So this means, I can cancel my bonus money, if havent touched it all, right?

And they continue : "All the bonuses are non-sticky. It means, you cannot request your withdrawal until wagering requirements are fully fulfilled. Also, you start playing for real money first, then for bonus money, and as soon as bonus money is lost, the bonus also gets lost."
So does this mean, that also my own deposit money has to wagered 50 times before I can reguest withdrawal?!?!
How does my own money turns to the bonus system terms, without anywhere said so?

And another clip from their bonus rules: "
"Players can request a withdrawal of their deposits prior meeting the wagering requirements but keep in mind that the bonus and winnings will be forfeited"
This rule is simple, when you play with bonus money and your own funds, but non sticky bonus shouldnt involve bonus rules for my own funds, and winnings made with my own money! And that they dont tell in their rules!
Thats the point why I am complaining , and demanding to return my winnigs made with my deposit!
If I have known, that my deposit money will also be ruled like a bonus money, I would never had taken the bonus!
This is totally cheat from the casino, especially when you look at their bonus waggering rules, 50 times waggering?!?!? Is that a worst joke ever?
I think you can do something about this, because their rules doesnt say anything that my own funds have thhe same rules that bonus money!

Please do something for this, because it is total bullshit!

I show you an example from another casino (Loyal Casino)
how the rules should be said, that this kind of things wont happen:
" The bonus and deposit each must be wagered 20x within 30 days. After 30 days the bonus expires automatically and irrevocably."

This text tells exactly that my own funds has to be waggered with the bonus money. But in my case this kind of textr is never shown anywhere.

Hi Zwangi,

I've already given you an answer on this issue. I'm sorry you do not like the answer, but that does not change it. 

When you accept a bonus, you either complete the stated requirements for the bonus and comply with the terms, or the winnings derived from use of this bonus are void. You have entered a contract. If you fail to abide by the terms of that contract, the contract is void. This results in both parties being reset to pre-contract conditions. Ergo your winnings derived during the contract are void as well.

No, "Any bonus can be cancelled before you start playing IT through" means that if you have accepted a bonus and change your mind, you need to contact to remove it before your start playing. The key point here is that ALL of the wagers placed after you accept a bonus are counted towards the wagering requirement, not just the wagers placed with bonus funds. So all of the wagers are part of the bonus contract.

Finally, please keep any future communications with this service polite in nature. Any further profanity will result in your account being barred from future use of this service.

I'm sorry we cannot be of further help.

ThePOGG

So, in simple words: a non-sticky bonus dosent actually mean anything at all?
Because i dont have time to read all the terms through,  I have to believe on few words,  like in this case the non-Sticky bonus. 
I already informed the N1 casino, that they should make a better warnings , when you are canceling your bonuses,  and its going to cancel your winnings too, even though you havent played with your bonus money at all. Because the term non-sticky bonus can misslead other New players too, like did to me.
Can you People give them the same note?
Im just ansking, im not arguing about this case. It just came to me like a huge negative supprise,  that its possible to happen like this, and without any warnings of loosing my winnings by canceling the bonus money.

Thank you for your  time and pation.

Hi Zwangi,

The problem here is not that the terms of the offer are unclear. Nowhere in the terms of the advertisement does the term "sticky" appear. And this is specifically because "sticky" has a variety of meanings.

Furthermore, there is nothing within the terms that states, or even implies, that the bonus restrictions were applied in the manner you thought they did.

The issue is that you have assumed, due to the practices of other operators/regulatory agencies, that the bonus system in place at N1 Casino functions in a manner other than as defined by the rules. This is not an issue of unclear marketing or system, it has simply been a misunderstanding. But it is not a misunderstanding that has occurred due to anything that N1 Casino have done.

I'm sorry we cannot be of further help.

ThePOGG

Bonus terms apply from the point you receive the bonus until the point where the conditions are met.

Hi,
 
 I made a deposit of 50€ today, and got the second deposit bonus of 75%. (37,5€)
 I started playing, and won like 225€....so my account had like 299€ including the non sticky bonus.
 I started winning pretty much right away with my deposited 50€, so I wasnt even close to play with my bonus money.
 Then I canceled my bonus, because it was non sticky bonus, I was sure that I am canceling the 75% of my deposit of 50€:s, which is 37,50€. (bonus I got)
 
 But after the canceling I had the 50€ that I deposited on my account earlier, even though I made all the winnings with my own money, not with the bonus money.
 
 I have been chattiig with their customer service, but they said there is nothing they can do.
 
 I make winnings with my own money, and when I cancel the bonus, that I have not touched, it takes my winnings away.
 
 Is there somebody who can help me please?
 To be fair and return the winnings to me back, because as far as I see, and some people from the casino business, that I have talked to this about, my winnings shouldnt go anywhere, just the bonus. Because I didnt play with the bonus money.
 
 And when I canceled the bonus, there was not a word about me losing my winnings. 
 I wouldnt ever have canceled the bonus, if I had knew that it will cancel my winnings, made with the 50€. I would understand it, if I would have made the win with the bonus money, but thats not the case.
 
 Im not asking my bonuses back, but my winnings that I made with my own 50€ funds.
 Isnt it incorrect to count the own money made winnings to the bonus money? And if it is, shouldnt they say it in the situation when I am canceling the bonus, that I will lose the winnings also, that I have made with my own 50€? There was no word or a warning about this to happend.

N1 - Non sticky bonus canceling took my real money winnings

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