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Maneki - Error while withdrawing

Ruling

Resolved - The submitting complainant has become non-responsive to our repeated requests for additional information. As such we assume they have resolved their issue on their own.

Read our Maneki Casino Review.

Player's Complaint

Its a few days i have won abd trying to withdraw but i get an error says: "Account you are going to cashout was not used before." Nobody had contact me to explain what that means, support only said every time they are bussy with it and no further answer. Somevof tgem were stop answering me. After asking people i know that are playing i have heard that they also have faced the same problem and never get feetback till they have play lost all the winnings. And what do you think happend to me i also could not wait and play lost 300 euro from the 1300 i have won. But i told myself this will not happend to my and its unfair. When we as cliënt loose our money its ok but always problem at some just like Maneki when they must refund our money. This problem should not be, or must have been solved quickly.

Hope you can help.

Regards,

Read the casino review

7 Responses

User icon
thepogg
October 25, 2021

Hi T'Keyah - 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 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.

Our understanding is that there are some issues with a 3rd party payment provider used by this operator at the present time and the operator are working to rectify these issues.

Sadly there is nothing we can do for you if you have already played your balance down. Where you choose to play, you are trying to win. If you had won, you would not be looking to return the funds to the operator. As such you cannot play then after a loss claim that the losses were unfair and should be invalidated.

If you are struggling to control your gambling you may find our free Responsible Gambling app BetBlocker useful. It allows users to restrict their internet capable devices from accessing over 13k gambling operator websites for between 24 hours and 5 years.

Sorry we could not be of further help,

ThePOGG

User icon
T'Keyah
October 25, 2021

Dear Problem Solver, i don't know why you have wrote this " QUOTE : Sadly there is nothing we can do for you if you have already played your balance down. Where you choose to play, you are trying to win. If you had won, you would not be looking to return the funds to the operator. As such you cannot play then after a loss claim that the losses were unfair and should be invalidated."

I have just told that piece to tell the whole storry what happend ofcourse i am aware of what you have wrotten and was not complaning about that and if i had that big Gamble problem i would have lost all of it and that you just should understand at my storry, my point is that they just using also time for those people that has that big Gamble problem to go and loose all the winning money but i will defenatly not let that happen to me.

Anyway thank you for your quick reply.

Ooh and i am from the Netherlands.

Regards,

T'Keyah

User icon
thepogg
October 26, 2021

Hi T'Keyah,

Have you not played down your balance?

If not, we will look to speak to the operator, but you have to allow a reasonable amount of time to resolve this issue internally before seeking the intervention of a 3rd party dispute mediation service. If you are still experiencing issues on Friday the 5th of November let us know and I'll contact the operator on your behalf.

Thanks,

ThePOGG

User icon
T'Keyah
October 27, 2021

Hi THEPOGG,

I still have a winning amount of 1000 euros in my account and I still get the same error message, as I said before is a problem that has been there for a while and still not solved. What I find strange is if this was a deposit problem it was solved the same day, but when withdrawing, I always have a problem with days, weeks and nobody does anything about it. It is good to lose our money at Casino's, but we as clients are not allowed to win. One should make the same effort whether it is about winning or losing that is only fair. I speak to the support team who can't say much, but there is no contact by email or telephone to reassure me. I really hope you can help me because it is a nice amount of which I also lost before so I want to have my winning money.

Regards,

T'Keyah

User icon
thepogg
November 7, 2021

Hi T'Keyah,

Are you still experiencing issues?

Thanks,

ThePOGG

User icon
thepogg
November 13, 2021

Hi T'Keyah,

I'm following-up on the above?

Thanks,

ThePOGG

User icon
thepogg
November 20, 2021

Hi T'Keyah,

If we haven't heard from you by Friday the 4th of December I'll assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

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Agreement

T'Keyah 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

October 25, 2021

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