Regent Play - Deposit refund

Hi Jiip - welcome to ThePOGG.com!

When did you contact the operator about this matter?

Thanks,

ThePOGG

15, 16,17 march. I havent received any answer

Hi Jiip - welcome to ThePOGG.com!

With the greatest of respect, you need to give the operator 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 1st of April let us know and I'll contact the operator on your behalf.

Thanks,

ThePOGG

Reasonable Time to asnwer a is in a 24h hours! I dont wait 2 weeks to get an answer a simple question. That is bullshit that they dont answer anything. I havent had any problems with any other casino customer service, all other answer in a same day

Hi Jiip,

An ADR service is intended to offer a more accessible alternative to the small claims court. It is not intended to simply offer a replacement to a customer engaging with the trader's customer support. A fair rule of thumb is that if there is no possibility that you would consider pursuing the issue via the courts, it's likely not at the stage you should be asking an ADR to review.

As an ADR technically we can reject any complaint from a customer who has not gone through the trader's internal complaints process before approaching us (you can find details of the complaint process in the trader's terms of use).

We tend to take a softer approach to this - not always requiring that the customer fully engage with the traders complaint policy before intervening, but we do require that the customer make reasonable efforts before expecting us to act on their behalf. This includes providing the trader reasonable time to resolve the issue themselves rather than sending us to talk to the trader regarding an issue that will likely have resolved itself before our intervention makes any difference.

ThePOGG

Hi Jiip,

Are you still experiencing issues?

Thanks,

ThePOGG

Hi Jiip,

I'm following-up on the above?

Thanks,

ThePOGG

Hi Jiip,

If we haven't heard from you by Friday the 29th of April I'll assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG