Android Phone

iPad

iPhone

Windows

Australian Dollar

Canadian Dollar

Euro

British Pound Sterling

Norwegian Krone

Swedish Krona

South African Rand

1x2 Gaming

2by2 Gaming

AdoptIt Publishing

Ainsworth

Aristocrat

Asylum Labs

Bally

Barcrest

BB Games Ltd

Betdigital

Big Time Gaming

Bla Bla Bla Studios

Blueprint Gaming

Bulletproof Games

Cayetano Gaming

Concept Gaming

Core Gaming

Crazy Tooth Studio

Elk Studios

Endemol Games

Eyecon

Fantasma Games

Fortune Factory Studios

Foxium

Fuga Gaming

Games Warehouse

Golden Rock Studios

Hacksaw Gaming

High 5 Games

Inspired Gaming

Jade Rabbit Studio

Just for the Win

Kalamba Games

Leander Games

Lightning Box Games

Live 5 Gaming

Max Win Gaming

Merkur

MetaGU

Microgaming

Mutuel Play

Neon Valley Studios

NetEnt

Nolimit City

Northern Lights Gaming

Novomatic

Old Skool Studios

PearFiction Studios

Play'n Go

Probability Jones

Push Gaming

QuickSpin

Rabcat

Realistic Games

Red Tiger Gaming

Red7

ReelNRG

Reflex Gaming

Relax Gaming

Revolver Gaming

Sapphire Gaming

SG Digital

Shuffle Master

Slingshot Studios

StakeLogic

Sthlm Gaming

Storm Gaming Technology

Thunderkick

Triple Edge Studios

VibraGaming

Wazdan

Wild Streak Gaming

YoloPlay

UKGC

21 Casino

Bank Wire

Interac

Maestro

Master Card

Neteller

Paypal

Paysafecard

Skrill

Trustly

VISA

Chat

Email

Hi samppi1232 - welcome to ThePOGG.com.

Please ensure you have read our <a href="https://thepogg.com/how-to-report-complain-about-an-online-casino/">Complaint Guidance</a> to ensure that fully understand how our complaint management process functions.

As we are the ADR for the White Hat Gaming 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).

https://thepogg.com/terms-of-use-for-dispute-resolution-service/

– 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.

Unfortunately there is nothing we can do to assist you in this matter. The wagering requirement for the promotion you accepted is 35xbonus. If you have only wagered your deposit through once, you were nowhere near completing the wagering requirements at the point of withdrawal. As you have not completed the wagering requirements you would not be entitled to withdraw winnings.

Sorry we could not be of further help.

ThePOGG

But it is nonsticky? The problem wasnt with the withdrawal the problem was that they accused me of bonus abuse when I didnt do any such thing.

 ''Should you withdraw any of your cash deposit during the same time that your bonus is active, then you revoke the bonus and your bonus funds will be removed immediately.'' 

^^ This is straight from their welcome bonus terms and conditions

So if u win before it goes to the bonus money and u have wagered 1x the deposit u can withdraw the money, only the bonus will be removed. Cash balance is used first and if u win with the cash balance u can withdraw the cash balance and the bonus balance will be removed...


5. BONUS ACCOUNT AND WAGERING (PLAY THROUGH) REQUIREMENTS
5.1
A player's total account balance consists of a cash account balance (‘Cash Balance’) and a bonus account balance (‘Bonus Balance’). All sums which you deposit into your account shall be placed in your Cash Balance. Sums which you receive under a bonus for performing particular tasks are paid into your Bonus Balance.**
-------------------
5.7
For any wagers made, the wager is deducted from the player's Cash Balance. If there is no cash available, then the wager is deducted from the Bonus Balance.

Hi samppi1232,

The bonus contract is engaged at the point where the bonus is added to your account. All activity while playing under a bonus contract is "under a bonus". As you quoted "Sums which you receive under a bonus for performing particular tasks are paid into your Bonus Balance." There is no distinction between the sums received due to cash wagers or bonus wagers. Any sum you receive under a bonus contract is considered bonus funds. These funds are not converted to cash until such time as the wagering requirements are completed.

If you have withdrawn prior to meeting the 35x wagering requirement, any winnings that you received "under [the] bonus" are still bonus funds and are revoked.

Sorry we cannot be of further help.

ThePOGG

Thats not the case at all. I even went and asked at their live chat if it is nonsticky bonus and it is. The bonus money will be used after u use the deposit money and again they canceled my withdrawal because i played secrets of atlantis and thats bonus abusing in their mind but the game is allowed to play there so thats the problem.

Do you guys even know what nonsticky bonus means? This is ridicilous

Hi samppi1232,

I'm sorry you feel that way but the terms are clear. 

And yes I am familiar with the term. If you actually want to know the definition of a "sticky" bonus, as the term was originally used, it means a bonus that is non-withdrawable, i.e. can never be withdrawn and will be removed from your account at the point of your first withdrawal after completing the wagering requirement. This term is not present in the bonus terms and conditions and the term as you use it is common only within the UK market (outside of the UK market, where it is legally required, operators tend not to use this type of bonus system). Given the variable nature of them term, and it's absense from the venacular used within the terms document, if you have used this in dialogue with a support agent, you would need to have clarified the meaning beforehand.

Sorry we cannot be of further help.

ThePOGG

This player did not complete the wagering requirement associated with the bonus they claimed before trying to withdraw. As such the bonus contract, and winnings, are forfeit.

I deposited 248euros and got a 300euro bonus. After i had the money on my account i went to play some secrets of atlantis with 5 euro bet. After I got a good hit and won some money I wagered my deposit 1x and went to withdraw. After one day i got a email saying that they will not pay me anything because i was bonus abusing. I dont know what that even means but i didnt do anything wrong. So can u please do something about this... ty

Twenty One - Didnt pay my winnings

To submit an online gambling complaint, register a new account or log in.

Create account

Log in

Got a complaint about a gambling site?

Casino Review Site Logo

Log out

Account

Title

Complaint Details

Posted By

Disputed amount

Date raised

Date closed

Player’s Complaint

To protect the privacy of our users, all personally identifiable information has been redacted. If you see anything we've missed contact us at complaints@casinoreviews.com.

Player's Complaint

Player Complaint Responses

Complaint Title

This complaint may have been archived. If you are looking for information about your complaint, please contact us at complaints@casinoreviews.com