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Hi TimeWaits4NoMan - 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.

Please quote the reason that the operator has given you for non-payment.

Thanks,

ThePOGG

Hi TimeWaits4NoMan,

I'm following-up on the above?

Thanks,

ThePOGG

Hello!!! Do you not want any of my aupporting documentation or anything? I have screenshots justifying what Im speaking to be 100% truth! I figure proof would make things that much easier for you guys right. I noticed its only 30% completed and its pretty easy to establish so I guess I dont understand the delay in handling this legitimate complaint!!!!

Hi TimeWaits4NoMan,

Any relevant documentation will be requested in due course. Right now we need you to quote the reason the operator has given you for non-payment.

Thanks,

ThePOGG

They never gave me a reason at all. They operators just  said that they have resourses available to players  to help have their account sort of on ice, wait while they conduct their authentication of withdrawals made. I'll add that in my numerous live chat inquiries not once sid customer service mention any of that information to me, but only to over and over again just wait 
and that ill be notified once they had any new information for me. They continued to tell me my review had been escalated and to this day havent gotten an actual  Explanation why after 72 hours my withdrawals made on the 17th were still impending status!

Last comment was meant to say "in pending" status.  Keep in mind this is a site that I had already won't and been paid out I think it was $2700 2 months prior to winning on the 17th so I've already won through them, then paid out tby them, so there's no verification  needed to be done on my account, no need hat needed to take place which they froze my account on to just to take more time and delay paying me money, all the money that should have been paid days leading up to essentially what never even ever ended up happenening. I have records substanciating everything Im stating. Meticulous documentation showing and proving that Gateb777.casino screwed up with dealing with my account and I have them on re record (Them being upper management) apologizing since they know I was right in my discrepancy, notified them as the situation became impractical and behaviors  on there which made sense at all to me, without an explanation as to why, and ways I've never seen before.  Changing dates to justify the time delays is not good  business and it makes my complaint hold strong one of significant logical and reasonable concern of which, they have no legitimately statement as to why they'd done this unjustified stressful torture to me, when I'd been patient and did win with everything required inside and within their T&C's!

Since submitting my complaint to Gate777  on Oct 20th 2022 in regards to  withdrawals made on Oct 17th, 2022 which wasn't taken care of, but instead got dates  changed and a number of email replies saying to reply using a different reference number that told me to reference different numbers than the one and only number that actually matters and accurately represents specific problematic based factors its been impossible to have clarification towards. I've played, withdrawn funds, cleared from pendinf status after successfully passing the assessment stage and then received the formal email as always within the 24hr-48hr timeframe of which it realistically only should take to pay Players their money legitimately acquired in winning which is totally fair I should let be known I am 100% in in line and on board with. I have winnings processed and paid out exceeding the amount Gateb777.casino failed to do their job and pay me, but instead changed dates, attempted to cause confusion and locked access to my account to have me explain reasons to why I made my account updated accordingly which its stated within their own T&C's as players/clients/VIP MEMBERS such as myself is imperative that we do. The reason Im mentioning any of this is because the exceeded winnings of over $3000.00 CAD  which I've  won and bin paid as is should be and rightfully so was interestingly enough from site considered to be a sister site to them and one which operates under the same exact guidelines of the Malta organization making it difficult to make sense of why they chose to pay me, as I've continually deposited money into my account as an avid fan of their online casino and extremely hurt from the unprofessional, unpleasant  particularly suspicious behaviors that transpired after winning fair and sqaure while playing on Gate777.casino as Ive been doing so regularly, vwry often, but then right upon the arrival of the holidays and Christmas time, kill the joyfully wonderful time I was screwed over from having with my family had they'd just been honest instead of sketchy as it pertains to reference number I got from them that is infact (4030263). DYeah, I won $4275.00CAD and withdrew the money that I will never know but have doubts they would have paid me, but because Im not a greedy person, but rather a man of righteousness and Im humble. I've only requested the $3095.00 CAD of which after 72hrs was still sitting in their section of pending withdrawals. I have no idea why I've yet to be asked for any supporting documents, emails or conversations which would be sure to substantiate my complaint and also bring this whole thing to a close quicker and easier!?!? That only you guys know, but it's becoming more and more frustrating given the meticulous documentation I have that makes this entire episode thats being delayed, delayed and furthermore delayed each and everyday! My patience for you guys is increasingly growing thin and Im afraid there may be an incompetence, key word (may be)  in doing whats right in this situation and concluding it properly as it should be. I think that its great you help people solve issues such as mine and have nothing bad or negative to say about your methods, I just hope its being prioritized because I feel as if it isnt at all to say the least. Take Care and Hope to hear from you soon.  Thank You!

Hi TimeWaits4NoMan,

You state that the operator that "upper management" apologized to you for the situation, yet they are still refusing to issue payment. Logically that tells us that they have apologized for some element of your experience, but still feel that there is sufficient grounds for non-payment.

Please forward on your full communication interactions with the operator about this issue to <a href="mailto:complaints@thepogg.com">complaints@thepogg.com</a>.

Thanks,

ThePOGG

I will do exactly as you ask, but I am still at a conflicting mind-set of why after 72hrs of my withdrawals made on the 17th of Oct,2022. My legit winnings were still sitting and pending, had live chat operators, tell me theres nothing I can do but wait for my 6 withdrawals to be processed and paid. I after waiting 72hrs reversed a withdrawals reduced the number of withdrawals to just 3 in the amounts of $1000.00 CAD+$2400.00 CAD ± $875.00 CAD immediately noticing the 1st withdrawal $1000.00 CAD had the date changed to the 18th when I have proof legitimately clearly showing on their end and mine the same withdrawal was made in the 17th and at this point it was now the 20th of Oct 2022 and my winnings were at $4275.00 CAD Pending 2 of which were on the 20th which were the $2400 CAD and the $875 CAD, but my $1000.00 CAD from the original withdrawal on the 17th had its date changed. Anyways, I will get what you've requested no problems. Thank You

Hi TimeWaits4NoMan,

I've reviewed the email that you have sent through and unfortunately I'm still not seeing what specifically you think the issue is here.

Please answer the following questions:

i) Has the operator refused to pay your withdrawals?

ii) If so, what reason did the operator give for refusing to honor the withdrawals?

iii) If not, did you play the funds in question down?

Thanks,

To clarify - withdrawals can be delayed beyond standard time frames for a variety of reasons. Having reviewed your communications with the operator, it appears that they were seeking valid KYC documentation from you in this instance. There are a variety of responsible gambling tools available within all player accounts that you can engage if you feel you are struggling to control your play during the withdrawal process, or indeed you can speak to support who can deploy those tools for you. Choosing to play with the funds in question while waiting on a withdrawal would not in itself make the operator responsible for subsequent losses.

Thanks,

ThePOGG

Hope you're well and in response to your misguided 
perspective. Here's in complete honesty the answers to your recent questions!!!!!

i) Has the operator refused to pay your withdrawals?

YES! The reason they said they weren't at any
fault in delayed paying me out my Oct. 17, 2022
were finally answered Nov.28th, 2022 and claimed my complaint was from Nov.1st, 2022 which is turn, another lie since the complaint was from Oct. 20th, 2022 in which I was told after a high number of live 
chat conversations that I had no option but wait 
for the relevant dept. to review the Withdrawals and there was nothing that they (live Chat) operators could do but escalate my concerns of the withdrawals were still in my account after 72hrs, so 
the truth of the matter is even live chat didn't have the answer as to why the cause for such an extended  delay.  The statement that the reason for the delay was because of them needing KYC documentation is 100% false since the request from (support@playersupportcenter.com) saying the email address I was querying from was from an email that had not been linked to my account came on Oct. 24th, 2022 and also the UNTRUTH. I made my complaint on Oct, 20th 2022 from the email which had been linked to my account for sure because support@gate777.com replied to the same day @ 12:40a.m. Oct, 20th, 2022 of which I received the ticket number from them to include and reference in future emails which is the same one listed in the Complaint I filed with you guys about the whole situation. The fact the same email I had linked on the account, was the same email they had been emailing me through, but at the same time saying the email I was querying from was not the same one linked to my account and they would not be able to assist me further was unwarranted, unjustified and they were wrong in doing so, which I received an email from apologizing for a mistake made on their end of which you can find in the documents I've since sent you. I'd made a withdrawal which was assessed, processed  and paid out I believe Back in August  2022, indicates and substantiates my account was and has been in good standings for a very long time, and I make sure of this on any online casino site I sign up to and play on.
Anyways, I'd done what they asked immediately and given them information they already had and what was current and up to date which includes the email I was using and used to email them and most definitely excludes the KYC as being a creditable circumstance of why again my withdrawal of funds had been in pending status when all my credentials had been in order and up to date from before my complaint or inquiry of my discrepancy that I will continue and can prove were uncalled for and which includes, improper freeze of my account which led to Gate777.com casino saying they will not assist me any further on a matter they had no reason not to. Telling me that they're are tools available to me which I chose not to use being an irrelevant factor since I had no need to utilize such tools in the 1st place. Gate.777.com is licensed and regulated by the Malta Gaming Authority whom also do the same for Europa Casino of which I'd this past weekend won $725 CAD (6 days ago) received my withdrawal request for the $725 CAD code 11954292 @ 6:37 a.m. Jan, 20th. 2023 and were happy to inform me that same withdraw request was processed on the same day by 8 p.m. meaning my withdrawal request was no longer in my account with them in pending status. It was withdrawn, accessed and processed, hence reflecting in my Bank Account, as expected and appreciated greatly because they do their jobs in a manner I admire, alongside respect for not subjecting me to such a long distasteful attempt to have Money that I'm entitled to, be held hostage and when asked why? Respond back to me over a month later telling me that they feel my account had been handled without any neglection after I made the proper effort in contacting support while after 72hrs the money I won and had no answer in justifying the reason it was not already  processed in the end especially since I'm of Value and earned the status of  A VIP MEMBER Status, so its only right I fight for the rights as players to not let mistakes like what happened to me with Gate777.com happen, and them not be held accountable and just get away with it!

ii) If so, what reason did the operator give for refusing to honor the withdrawals?

That I had tools available to me which Id chosen not to use and yet in my many live chat convo's while I continued to wait, had only been told to continue to just wait as my only option, my inquiry was escalated  and essentially there wasn't anything they could do!

iii) If not, did you play the funds in question down?

I actually raised the funds an extra $1000 CAD bringing my funds to an amount of $4275 CAD which was of course would only remain in the status of pending, meanwhile no KYC matters were risen, requested or were there any problems to my account brought forth to my attention until after I hadn't received any of my money  in my bank account of which I could've used to make deposits and play with from winnings acquired after reaching and meeting the wager requirements had they'd been processed and which they should've been given 72 hrs had passed and I'd already been through a withdrawal with the same casino prior to my Oct 17, 2022 withdrawal which was received, assessed, processed, and accepted when handled properly with no issues. Naturally left a sour taste in my mouth when I'd eventually played through for no acceptable or logically justifiable reason for which I'd been done wrong I had been deprived. To be fair I thought itd be genuine for me to seek only the funds I'd waited the over 72hrs for!

THANKS FOR YOU HELP
BEST REGARDS TO YOU GUYS
AT THE POGG, PLEASE SEE THINGS
FROM MY SIDE AS NOT ONCE OR AT
ANYTIME MISLEAD YOU OR EVER LIE.

TAKE CARE,
[EDIT]

Hi TimeWaits4NoMan,

While we may be able to assist players who are experiencing issues getting paid, we cannot help you if you have chosen to play with and subsequently lost the funds in question. Where you choose to play with funds, you take the risk of losing in the hope of winning. Where you won, you would not subsequently insist on the operator voiding the win due to a payment delay, so effectively we would be creating a no lose situation for any player who encounters a payment delay, where they can play, keep wins and insist losses are nullified. 

Unless you have informed the operator that you are impacted by gambling addiction, the operator would not be liable for your decision to gamble while they work to resolve a payment issue.

Sorry we cannot be of further help,

ThePOGG

This player has already played down their balance. We cannot assist you if you contact us after you have played and lost your funds

On Oct.17,2022. I made 6 individual withdrawals which I'd fulfilled all requirements in obtaining as per Gateb777 terms and conditions. In return, they neglected their duty to provide a accurate assessment after several days had passed and in an effort repeatedly and on numerous occasions contacting customer support to  receive monies I was legally entitled to allowing the Casino over 72hrs to review the legitimate withdrawals I'd placed on October 17th, 2022. On October 20th I submitted a formal complaint to all available email addresses Gate 777 provided to me since my withdrawals should've been assessed in 24-48hrs if they're is no reasoning to for it to take any longer plus should have received the money I won directly into my accepted method of withdrawals I have and already previously  withdrawn and deposited from which is TD Canada Trust. Gate 777 changed the date of my withdrawals I'd made from the Oct.17th,2022 to the 18th to avoid their neglected duty to assess, process and payment of my winnings since it was sure to look out of proper fork given they'd had no explanation why the specific Withdrawals I Made Oct 17th, 2022 hadn't gotten from out of the pending withdrawals stage yet and remained just inaccurately documented and changed with no explanation prior or in doing so, the reasons behind their odd behavior. In an effort to simplify Gate777 duty to ensure that winnings be paid out within 24-48 hrs, I'd reversed 1 of the 6 withdrawals made October 17th, 2022 and won even more money in the amount of $4275.00 CAD. 

Gate777 - Non Payment  of Monies! Ticket Number (4030263)

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