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Maneki - Deposit + Winnings confiscated

Ruling

Found for the Casino - The operator told this player that their account had been 'locked' not 'deleted'. Opening a second account was a breach of terms.

Read our Maneki Casino Review.

Player's Complaint

Hello sir, madame,

The casino wouldn't pay me my deposit back.

I asked before to delete my other account therefore never realised that i was doing something wrong.

Only after the withdrawal they informed me that I still have the second account and confiscated the deposit +winnings.

I tried to talk to their customer service but there is not really a good answer every time, why they take 3000,- for something that could happen to everybody.

The emails from the customer support + additional emails i will send after this

i hope you could help fixing this matter and get mt money back.

Read the casino review

4 Responses

User icon
ThePOGG
August 17, 2020

Hi henk - welcome back!

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
ThePOGG
August 27, 2020

Hi henk,

I've reviewed this issue with Maneki. When you made your request to support the response you received was:

"Please be advise your gaming account has been locked as requested.

You can also log into your account and under "responsible gambling" place a lock on your account."

The above does not state that your account has been deleted and in fact tells you that you can still log in to access responsible gambling tools.

If you subsequently set-up an additional account you have breached terms of use.

Sorry we cannot be of further help.

ThePOGG

User icon
henk
September 17, 2020

Dear sir, madame, Yes I didn't realize that, the casino told me in a email that they agreed on my request so I thought it was gone. And yes if should have read the terms but to take really a lot of money for a mistake is too much. Almost 1600 they took. [EDIT] And why they not respond right away when I make a deposit for the first time but only after I make a withdrawal. It's the same computer, there must be a program for that to check. I just want my deposit back and not even the winnings. They don't lose any money and I lose only a bit. Hope you can still help me, if not I will contact a lawyer for this matter. Best regards Joris Rosmolen

User icon
henk
October 13, 2020

Do you have any updates?

Best regards Joris

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Agreement

henk 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:

  • Maneki
  • Malta Gaming Authority
  • N1 Interactive Ltd

August 17, 2020

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