If you're looking for our team to review your issue you need to submit a complaint. To do this you need to sign-up here - https://thepogg.com/register/.
After that you can submit your complaint here - http://thepogg.com/submit-complaint/.
If the casino you want to complain about is not on our list select any casino and simply make clear at the start of the complaint which operator you are complaining about.
Please note we are an English language service and cannot assist you in other languages. We would recommend using freely available translation tools like Google Translate to help you with this.
We do not accept complaints submitted by email except under exceptional circumstances where it is not possible for the user to engage with our online system. To put this in context - in over a decade of function and over 6k cases managed (as of March 2022) - we have never had a claim occur via could not be managed by our onsite system. If you email us your complaint you will simply receive a response directing you to follow the instructions above.
If for any reason you have difficulty registering with the site or submitting your complaint you can contact our Complaint Team directly at [email protected].
If it is not possible to submit your complaint via electronic means you can communicate with us via physical mail at the following postal address:
PO Box 2089
Our users are important to us. More important than maximising revenues by working with operators engaged in questionable practices. We have over a decade of watching weakly licensed exploit players. We view fair treatment of players as a priority when choosing partners to work with.
What does this mean? It means that:
i) If properties that share a license with you have unresolved player complaints with this service we will not consider sending traffic to you.
ii) If your properties only hold a weak license - for instance, a Curacao license - it is very unlikely that we will be interested in partnering with you.
Before we would consider onboarding a new Curacao licensed partner, we would require that the operator enters into the standard Alternative Dispute Resolution agreement that we use with MGA licensed ADR clients. This gives ThePOGG.com legally binding authority to issue rulings on player complaints submitted to this service.
We will also require you to adhere to MGA licensing standards. In our opinion alongside proving ineffective in offering any legitimate protection to players as a regulator, the Curacao Master License holders have also failed to provide any clear licensing conditions for their sub-licensees. This means that there are no rule structures in place that either players or ADRs can refer to determine whether the operator's practice is in line with the licensing conditions. For this reason we set the MGA standards - which are well documented and publicly available - as the minimum bar we expect partners to adhere to.
As a new potential partner that only holds a Curacao license, if you cannot agree to the above there is no possibility of us referring traffic to you.
If you hold a stronger license with a regulator that has a clearly defined structure for the management of player complaint and who ensures that licensing conditions are made publicly available, or if you hold a Curacao license but are open to agreeing to the above conditions, you should feel free to contact us. You can reach our team at [email protected]. Please include at the start of your email which licenses your operation holds. If you fail to do this, your contact will not receive a response.
If you find any errors in any of the material published on this site, please let us know by contacting us at [email protected]. Please note that this address should only be used to let us know of an error that you can verify via credible resources and not simply to say that you don't think that the House Edge figure for slot [insert name here] is accurate or that [insert casino name here] is cheating based on anecdotal evidence.