Hello Casino - Wont reopen account after suspension

Hi whosarat - welcome to ThePOGG.com.

Please ensure you have read our Complaint Guidance to ensure that fully understand how our complaint management process functions.

As we are the ADR for the White Hat Gaming license under the Malta Gaming Authority license there is certain information we have to provide you now.

You can find all the relevant information about this service here – http://thepogg.com/terms-of-use/ and the terms of use for our complaint service here - https://thepogg.com/terms-of-use-for-dispute-resolution-service/

To summarise.

– 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).

https://thepogg.com/terms-of-use-for-dispute-resolution-service/

– You are not obliged to obtain independent or legal advice or representation, though you may choose to do so.

If you have any questions about the above, let me know.

Before going further I need to be clear about what we can and cannot do for you.

We cannot - and will not - look to pressure an operator to reopen any account that they have closed on the basis of concerns about a player's welfare. The operator are a private business, entirely within their rights to deny custom to any individual and have both a moral and legal responsibility to act if they feel that a player may be at risk from accessing their service.

We can look into any unpaid balance that existed at the point of the account closure.

I'll contact the operator and see what we can find out for you.

Thanks,

ThePOGG

Hi whosarat,

I've just seen your many messages on a complaint that you had submitted last year that appears to relate to this matter.

The first question I have to ask is the same fundamental issue as your previous complaint. You submitted ID that was invalid. You had not had it updated - as your government requires - when you moved house and as such the operator rejected it. Did you get your ID updated and resumbit it?

Where an operator imposes an exclusion, they prevent you playing. They do not withhold balances on this basis. If Hello Casino have refused to pay you this is due to either an incomplete verification process or some form of bonus restriction.

With regard to Gigadat - they are a payment processing company that work for a large number of gambling operators (and businesses in other sectors). They would not restrict transactions to or from you at the request of any operator.

A clearer explanation of specifically what has happened in the intervening 7 months would help.

ThePOGG

Look I'll get rhe Id, I know what they want!! But they have to open the account first!? Or are you saying I get the ID and it's open? DONE!! I'll get it!!! See o don't play games, I'm not asking for special treatment, I just want what's mine

And I'll try to be as prompt in response but lofe can get in the way, I really wish tj ia wasn't necessary in all honesty!!! I shold have made a compliant day one knowing I'd get the loop treatment!! But o didn't want to seem hasty, or "problematic", lol, I was even polite at first goong to start on right foot!

And again try wu can suspend the play I don't care, o don't wann play with them! Why would I?$?! One deposit has caused me almost a year of stress , OVER A MERE $500! What is the principal, and as I stated I only play with casinos the register with you so that this doesn't happen!

Hi whosarat,

Please let us know when you have provided the operator updated ID.

Thanks,

ThePOGG

O my thank god. I saw case closed again and o my, I just need a break, and haven't been able to catch one in what seems like years. So thank you for revisiting!! Again I do lose touch with all the chaos called life but i am seeking a resolve here and rally believe it's quite staighy forward. I admit I'm just got to read on jkwX I just wanted to quickly establish contact

Ok Nothing, patiently waiting, thank you for your time and help!!

Hi whosarat,

As explained multiple times, we cannot help you until you have provided valid ID. This was explained to you at the end of December. Once you have updated your ID and provided it to the operator let us know.

No further action will be taken on this case until that happens.

Thanks,

ThePOGG

And I told you I'd get it? Yes? But I got no response clarifying until now? And honestly, to me it feels like asking me to pay for the pop and chips befor I leave the store!?! ONE KNOWS THEY WILL HAVE TO PAY, a lot like I know I'll have to provide my ID and proof of address prior to withdrawal!!! NO BRAINER!! It's funny that's the excuse they're gonna run now, never once saying ANYTHING other than these 7 words: "it's under review, someone will contact you" ? What's crazier still is when I message them the first time the day after my six month suspension I had the $50 put away for that identification specifically fully expecting that I will have to get it and yet here we are three months later , still no ID as what for? O have valid ID,

It just doesn't have my current address on it ! So why would I go out of my way to do this seemingly pointless mission when I'm seemingly not gonna get my money! But nooow we all on the same page I hope? However where I suppose I lost you was this usually happens at ten casino level ONCE THE ACCOUNTS OPEN? So that's what I was waiting on so to speak.

I'm working on the ID again now, and should have in under 4 weeks? I hope! But I'm not sure how long the issuing process is. So now I know apparently I need to get ID and my proof of address YO JUST OPEN MY ACCOUNT? There's that special treatment agajn, I still don't understand why I'm being treated so much differently and why am being made to go through extra steps when we could've done this at the first day at the first level and not been here because I didn't expect special treatment!! I didn't expect to leave the store with the pop and chips without paying.

But again I apologize if I seem to come off wrong at all, but I just don't understand why?! Trust me I am veeery grateful that you are seeing this to an end.

That said, I'm assuming when my ID comes I am to message you guys here? And then? We all filter down back to the start having wasted your time in essence? Which I'm very grateful for your "waisting"' on me by the way!! . Because without you guys my money would be gone!!

I'll try to keep checking for any updates or posts, but please do NOT close The case because it just save time to get a government issued ID probably harder during a pandemic, That's if they're doing them at all

Hi whosarat,

Have you provided valid ID?

Thanks,

ThePOGG

Hi whosarat,

I'm following-up on the above?

Thanks,

ThePOGG

Hi whosarat,

If we haven't heard from you by Friday the 17th of September I'll assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG