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Live Casino - deactivating my account instead of paying

Ruling

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

Read our Live.Casino Review.

Player's Complaint

Dear thepogg team!

On Jan 9th I registered and played at live.casino. I fully wagered my welcome bonus of 100Euro, won 1602 Euros and asked for a cashout of that sum. I got fully verified very soon after at 10:25 pm which I can also validate with an email.

S

urprsingly, after hat, my account at live.com has been deactivated. I have totally know idea what happened. When I tried a live chat on monday Jan 10th, the person I was talking too said that this was a mangement decision and they cant tell me any more. Moreover, I should write to [email protected] - which I did. No answer.

SInce I already had some accounts at the N1 group and I always got treated well by that group, that really surspised me in a very bad way.

But this is not everything: Also my accounts at casinorex, octocasino, casino buck and pino casino were closed at the same time. I still have around 1800 Euros to withdraw at all those casinos. Which means that the N1 group owes me around 3400 Euros together.

I also wrote to [email protected] last monday, and same thing here: No answer at all from the mangement why they suddenly deactivated my account.

Since your company already helped me a lot to get my money in the past I hope this may work again. The whole behaviour of the N1 group is really weird since they seemed to be a serious and honest company so far.

Thank you very much for your assistance (and please if possible dont publish my complaint or my real name!).

Best regards,

chizie

Read the casino review

6 Responses

User icon
thepogg
January 13, 2022

Hi chizie - welcome back.

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.

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).

– 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.

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

Thanks,

ThePOGG

User icon
chizie
January 13, 2022

Dear thepogg,

Thank you very much. I fully understand those terms. I just hope you may help me since your moderation always helped me in the past to get all my money back.

So far nobody from the N1 group still got back to me which means that group still keeps my accounts closed preventing me from more than 3000€ alltogether.

Thank you once again so much for your assistance!

User icon
chizie
January 15, 2022

Dear thepogg!

Here a short update concerning my case.

I got now a reply from the company not answering my questions why they deactivated my account just saying it was an "administration's decison".

Despite already being fully verified, they now even want me to send them a detailed pdf ban statement of the last 3 months shwing the origin of the funds for depositing.

This is not acceptable for me as long as they dont explain why. Especially after being fully verified already. Moreover, they still refuse to pay my winnings and just want to return my deposit which is also not acceptable for me since I did not brake any casino rule.

Best regards!

User icon
thepogg
January 16, 2022

Hi chizie,

This is a legitimate Source of Wealth request and you will need to comply with it before we will be able to do anything to assist you.

Thanks,

ThePOGG

User icon
thepogg
January 24, 2022

Hi chizie,

Our understanding is that this issue has been resolved. Can you confirm receipt of your funds?

Thanks,

ThePOGG

User icon
thepogg
January 26, 2022

Hi chizie,

Thanks for your email letting us know you have received your funds. It is appreciated :)

ThePOGG

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Agreement

chizie 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:

  • Live Casino
  • United Kingdom Gambling Commission
  • Malta Gaming Authority
  • ProgressPlay Limited

January 12, 2022

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