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Hi tobiehattie - welcome to ThePOGG.com!

We'll contact the operator and see what we can find out for you.

Thanks,

ThePOGG

Date – 21/01/2023

This complaint has been checked. Work is ongoing on this matter. We will revert to you when we have new relevant information to share.

Thanks,

ThePOGG

Hi tobiehattie,

We've reviewed this matter with the operator and neither party is entirely in the right.

Aspire Global apply a bonus structure where all bets, from the very first bet after the bonus is added to your account, are made up of 50% deposited funds and 50% bonus funds. As such, your claim that you never played with bonus funds is incorrect and where you have bet more than £4 of bonus funds on any given round you have breached this. You did do this before the wagering requirements were completed and as such the operator are within their rights to consider the bonus contract void alongside any play with bonus funds.

However, the UKGC only allow bonus terms to apply to deposited funds under very specific circumstances that do not apply here. As such, your play with your deposited funds is entirely legitimate and cannot be voided due to a violation of bonus terms.

The short version of this is that you are entitled half your balance (£780).  This should be credited to your account shortly. We would appreciate it if you could confirm when you receive your funds.

Thanks,

ThePOGG

Hi tobiehattie,

The operator inform us that you have been credited. Can you confirm receipt of your funds?

Thanks,

ThePOGG

Hello. No they haven’t,I haven’t had anything yet. Nothing has been paid to me. Not sure what’s going on.

Date – 09/02/2023

This complaint has been checked. Work is ongoing on this matter. We will revert to you when we have new relevant information to share.

Thanks,

ThePOGG

Hi. Upon checking my emails,they said I’d receive the payments within 3-5 banking days,this was the 3rd of February,so I assume this time frame is up. Any ideas what’s going on with this? I’ve emailed several times and tried to call,but nothing. Thankyou

Hi. Seems there was an error and the money finally hit my account today! With out your help I would have never got this! I am so grateful. Is there some where I can leave a review? Thankyou so much!!

Hi tobiehattie,

Thanks for letting us know - it is appreciated :)

And I see that you've already been over to Trustpilot to leave a review for us, which really helps. Unfortunately, around half the time we rule in favour of the operator, which means half of players are unhappy and these players are far more motivated to post reviews to highlight their dissatisfaction. Having some happy players take the time to post a review really helps.

Thanks for your support,

ThePOGG

Both the submitting complainant and Generation VIP Casino have informed us that this issue has been resolved and the player has received their funds.

Hi.I deposited £50 and got a £50 bonus. I won £2500,tried to withdraw,had to wager £1700 to withdraw. I did this and ended up taking out £1550. Everything was running smoothly,until I got a email saying I’d breached terms and conditions! Because I’d placed a couple of bets over £4.. this was made with my OWN winnings and not the bonus money, the bonus money was never used. I have had nothing but great experiences with aspire global casinos but to be told this I am absolutely devastated!

Generation VIP - Declined Withdrawl 

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