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Nostalgia - didn't honour my bonus for deposit of $1
Ruling
Declined - This player has already charged back their deposit. As such there's nothing we can do to assist them.
Read our Nostalgia Casino Review.
Player's Complaint
I was offered a promotion for a deposit. Made a sucessful deposit never got what I paid for and here is the responce from live chat below.
Agent [EDIT] has joined the chat.
Me again
01:05
How are we gonna resolve this
01:06
Hi! My name is [EDIT] and I will be looking after you.
01:06
I need to know how my vip points are frozen
01:06
I have explained it to you. You did not meet the systems criteria and the points will be unfrozen when you play your own funds for a little bit.
01:07
What is the criteria ???????
01:08
That is determined by the system.
01:08
Well your system is bugged I need ansupervisor or a phone number for one
01:09
I know how servers work and people can control it and also change mistakes
01:10
We are a email and chat service only Jocelyn.
01:10
What is the full adress of yoir company
01:10
Your*
01:11
I'm going to transfer this conversation to a colleague, so they can better assist with your query. Please hold on.
01:11
I'm a tech agent for telus communications here in canada and I will not be fooled
01:11
Okay
01:12Agent [EDIT] has transferred the chat to another agent.
Support agent [EDIT] has joined the chat.
Thank you for chatting.
Hi! My name is [EDIT] and I will be looking after you.
.01:12
I'm not sure what the issue is here I got a promotion for signing up here deposited the 1$ and never recieved what I paid for
01:13
01:13
Yes
01:13
I have checked your account and I can see that a temporary time-out has been implemented. This break affects your entitlement to redeem welcome offers in newly created casino accounts. This interruption is based on a number of contributing factors, including your entire history within the Casino Rewards network.
01:14
Can I see a list of my accounts
01:16
I thought I only had 2
01:16
The time out depends on the system, [EDIT].
01:17
You are not able to check your system?
01:18
It is based on an algorithm, [EDIT].
01:18
We are not able to predict when it will change, I am afraid.
01:18
Well its wrong how do I get refunded
01:18
This is theft under 1000$ here in canada
01:19
You could still claim on our 10% match bonus offer, [EDIT].
01:19
No I need my deposit back
01:20
Immediately
01:20
Please rest assured, there will be more bonuses, offers and promotions available in the future!
01:20
Well this promotion was not honored
01:21
I need my money back its your mistake
01:21
The promotion has not been honoured, as there is suspension on your Welcome Offers, [EDIT].
01:22
Im a tech agent for telus communications in canada. I am not computer illiterate
01:22
I understand your frustration, [EDIT]. I am afraid, that eligibility for Welcome Offers depend on our system.
01:23
I need my money back
01:23
As soon as possible
01:23
So your system is programmed to steal?
01:24
That is illigal
01:24
You could request a withdrawal as soon as you will have $50 of a cash balance, [EDIT].
01:24
Nope I need my 1$ back
01:24
Or I will take legal action
01:25
We are unable to action funds on our players behalf, [EDIT].
01:25
Im calling my bamk right now to request it back
01:26
Bank*
01:26
The minimum withdrawal amount is set at $50 of a cash balance, [EDIT].
01:26
I will send you a money request e-transfer
01:26
What is your support email
01:27
01:27
I need the money back today
01:27
As I mentioned, you could request a withdrawal, as soon as you will have $50 of a cash balance and no bonus balance, [EDIT].
01:29
What are the odds of that?? Hahah
01:29
Would you maybe like the list of our hot games, [EDIT]?
01:30
I only deposited becuase it gave me a promotion
01:30
No I need the etransfer back
01:30
Contact the payment team please
01:30
I am afraid, I not able to do that just now, [EDIT].
01:31
I understand your frustration, the eligibility for our welcome offers does not depend on me, I am afraid.
01:31
Excuse me, are you still with me, [EDIT]?
01:33
Yep
01:33
Just about to send you a money request
01:34
Is there anything else I could do for you at the moment, [EDIT]?
01:34
Just talked with my bank
01:34
Certainly.
01:34
The only thing you can do is add what i paid for or accept my request otherwise my bank will handle it
01:35
They got some good lawyers
01:35
Is there any way I could help you, [EDIT]?
01:35
Its online theft
01:35
Nope just be aure to send a transcript of this chat to my email
01:36
Even the this is recorded
01:36
Sure.
01:36
Have I answered all of your questions just now?
01:36
No you did not give me the reason your "system" froze my vip points
01:37
I have checked your Casino Rewards account and I can see that a temporary suspension has been implemented. This break only affects your entitlement to redeem the VIP points in your Casino Accounts and the great news is that you will still be able to earn VIP points while wagering at the casino. You will also still accumulate VIP points by participating in our promotions. This suspension is based on a number of contributing factors, including your entire history within the Casino Rewards network. The VIP points will be there waiting for you as soon as point redemption has been reactivated for your account. All you need to do is continue to demonstrate your intention to play, deposit and place bets at the casino with your funds until you are able to redeem points again.
01:39
What is the reason
01:40
Thats no reason
01:40
As per the casinos promotional Terms
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Agreement
jmylahmoses 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:
- Nostalgia
- Malta Gaming Authority
- United Kingdom Gambling Commission
- Apollo Entertainment Limited
March 23, 2020
Hi jmylahmoses - welcome to ThePOGG.com.
The only thing we would have requested of the operator in this situation is a refund of your deposit. The operator are within their rights to decline you further promotional access. As you've already contacted your bank to contest your deposit there's nothing that we can do to help you.
Thanks,
ThePOGG