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Maneki - misleads and accuses

Ruling

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

Read our Maneki Casino Review.

Player's Complaint

Recently the dragon gate tournament on manekicasino ended and according to my tournaments page i was supposed to get 40e for finishing 74th. (the tournament ended at 23:59UTC which is 00:59 where i live). After a few minutes i got my reward and instead of getting the 40e i got only 10e even though when i looked at previous winners on the page i saw my name on the 74th place with a reward of 40e. so i made a screenshot and started trying to get the reward i was promised, and was told different things by different customer support people, i also wrote an email to my VIP manager ([EDIT]) and went to bed afterwards. The next day i was at work until around 5:30PM and when i came back i still didn't get the bonus and most people told me i wont be able to get the rest of it because The system says that i got everything paid out and that for some reason i saw the leaderboards of the VIP tournament i participated in some time ago, i felt mislead and thought the casino shouldn't have problems like this but didnt blame the casino. Than i have seen that my VP has written me and email in which she clearly stated that if the tournament page stated that i'd get the 40e bonus i would be entitled to the 30e as long as i had a screenshot. So i have been trying to get the bonus while my VP wasnt available and no one wanted to give it to me but at around 10am on 17-11-2020 (around 35 hours later than what i was originally lead to believe) i would get the bonus my VP began sending me whatsapp messages with different reasons to not give me the bonus even though according to her email i should be able to get it, one of those reasons was accusing me of altering the screenshot i send her (obviously not true so i had to defend myself) but she wouldnt give me the bonus anyway, eventually saying that she can't.which resulted in me getting 10 out of the 40 euro i was originally made to believe i would and wasting a big part of the day after i got the 10e trying to get a bonus i wouldnt get anyway and getting accused of something i didnt do and im pretty sure she knew i didnt do but didnt want to admit she simply couldnt grant me the bonus .

Note:in the email i got from her it is clearly stated that the system says i was 88th and would get 10e and she knows it when writing the email.

Now some other things i wanted to talk about.

1.When i started playing at maneki i got baited into staying by great bonusses that i got from my Personal manager ([EDIT]), who after giving me some great bonusses until i got the VIP status told me i'd get much better bonusses from my VM which i dont think was actually the case and mostly got way worse bonusses but i havent really done the calculations on this so i could be wron.

2.If i remember correctly i have never won the maneki lottery but this can obviously just be bad luck for me (i made quite quite a lot of deposits but obviously it depends on factors like how often you depo and not only how much you deposit) just wanted to get your attention to that too.

I also think that its possible that i was stopped from getting bonus because im almost at the cash bonus from lvl up and even though i have no idea how much that is, if its a lot it is possible that i was stopped by the maneki staff from wagering the bonus and getting that bonus. I'll attach some files to proof the things i say.

Read the casino review

4 Responses

User icon
ThePOGG
November 21, 2020

Hi mrholandia - 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
March 21, 2021

Hi mrholandia,

While it has not been possible to verify an error did occur, the operator has nonetheless agreed to credit you with €30. Please check your account and confirm you have received this.

Thanks,

ThePOGG

User icon
mrholandia
March 21, 2021

I confirm i got the 30e. Thanks for the help

User icon
ThePOGG
March 28, 2021

Hi mrholandia,

Thanks for letting us know - it is appreciated!

ThePOGG

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Agreement

mrholandia 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

November 21, 2020

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