English in United States
Resolved - Both the submitting complainant and Gioo Casino have informed us that this issue has been resolved and the player has received their funds.
Read our Gioo Casino Review.
Hello, I am asking for help in solving the issue. This applies to Gioo Casino. On 07.04.2023 I made a deposit to the player's account in the amount of €20. The transaction was pending for a few days and then declined after a few days. The bank took money from my account. I contacted the casino staff about this, initially they told me that there was an Easter break, then some system error. I was waiting for an email reply. To date, I have not received any information. On 14/04/2023 I made another deposit to the player's account in the amount of €25, the bank took the money from my account, and my deposit is rejected in the player's account. I contacted the casino staff again, and the same situation as before: I have to wait for an answer to my email, which is not there. I wrote several times on the casino website, always the same answer that they are trying to solve the problem and I have to wait. I have no way to write anywhere other than by email or on the casino website. The e-mail I send is answered automatically that they will reply to the message as soon as possible. I am asking for help in solving the matter.
Date – 30/04/2023
This complaint has been checked. Work is ongoing on this matter. We will revert to you when we have new relevant information to share.
Thank you for your help and intervention in this matter. The money has been credited to my gaming account, you can close the case.
Thanks for letting us know - it is appreciated :)
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emka 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:
April 21, 2023
Hi emka - welcome to ThePOGG.com!
Please ensure you have read our Complaint Guidance to ensure that you fully understand how our complaint management process functions.
As we are the ADR for the N1 Interactive Ltd license under the Malta Gaming Authority license there is certain information we have to provide you now.
– 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).
– You are not obliged to obtain independent or legal advice or representation, though you may choose to do so.
I'll contact the operator and see what we can find out for you.