Betiton - withdrawal delays

Hi birba - welcome to ThePOGG.com!

Specifically when did you place your most recent withdrawal?

Thanks,

ThePOGG

hi thepogg

the withdrawal in question is the first and therefore I have no previous and confirmed records.

the date of the request for this withdrawal is 04.09.20

oppsss

04.11.20

Hi birba - welcome to ThePOGG.com!

With the greatest of respect you need to give the operator a reasonable amount of time to resolve this issue internally before seeking the intervention of a 3rd party dispute mediation service. If you are still experiencing issues on Friday the 27th of November let us know and I'll contact the operator on your behalf.

Thanks,

ThePOGG

ok I'll wait,

sooner or later they have to pay, their winning players

Hi ThePogg I had a look to my account and it's still stopped, I wanted to ask if you have any information tks [EDIT]

Hi birba,

Have you actually tried to contact the operator to resolve this issue?

Thanks,

ThePOGG

hi thePogg I asked you to intervene on my behalf, otherwise I would not have made the complaint tks [EDIT]

Hi birba,

We are an ADR service. We are intended to provide a more easily accessed alternative to the small claims court. We are not intended to simply act as a proxy instead of the player dealing with basic issues by themselves.

As an ADR, we are only technically intended to intervene after the player has completed the operator's internal complaints policy. We will under normal circumstances show some flexibility around this requirement, but do expect the player to have made reasonable efforts to manage the issue on their own before looking for us to invest time and resources on their behalf.

In this instance I'm going to ask that you go and ensure you have completed the operator's complaint policy before requesting our intervention again.

Let us know once you have done this.

Thanks,

ThePOGG

Hi ThePogg how can i do to complete? send me a link to continue tks [EDIT] Our casino complaints service is available free for our players. We do our best to mediate between players and online casinos. Our Alternative Dispute Resolution official holds Associate level membership with the Chartered Institute of Arbitrators.

Hi birba,

You need to start by contacting the operator via email, making clear that you are registering an official complaint and detailing to them specifically what the issue is.

ThePOGG

hi ThePogg I contacted the operator by email saying they initiate an official complaint, about non-payment of my winnings I hope that you can now proceed [EDIT]

Hi birba,

As stated above - we will not become involved until such time as the operator's internal complaints policy has been concluded.

ThePOGG

Hi thepogg I cannot understand, before you say, that to assist me I have to send an email to the operator and inform them that I am starting an official complaint. done this then you tell me that I have to complete a policy. where should i confirm? or complete? is this the malta gaming authority service for the problems of their casino players? [EDIT]

if I have to pay a fee, let me know where

I have to send it

Hi birba,

As far as we can establish, you have not made any reasonable effort to resolve this issue with the operator on your own and instead have simply waited to leave it to us. That is NOT what this service is for.

An ADR service is an alternative to the small claims court. We are here to intervene when there is a clear and complete impasse between the player and the operator.

Before we will involve ourselves in any complaint you need to complete the operator's internal complaints policy. This is detailed in the operator's terms of use. See section 9. Once you have contacted the operator to detail your issue and you have provided the operator a reasonable time to respond, then we will look further into your issue.

Thanks,

ThePOGG

Hi birba,

Are you still experiencing issues?

Thanks,

ThePOGG

hi thepogg

unfortunately I have to solve my problem by myself,

I didn't ask for much, just a collaboration, which unfortunately there was not on your part.

you can close the complain

Hi birba,

As explained above, this service is here to assist when you CANNOT resolve the issue by yourself. We are not customer support for every operator in the industry.

I'm glad to hear you managed to resolve your issue.

ThePOGG