Vips Casino - Missing cashback

Hi mikk - welcome back.

Please ensure you have read our Complaint Guidance to ensure that you fully understand how our complaint management process functions.

As we are the ADR for the Aspire Global 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.

What reason has the operator given you for closing your account?

Thanks,

ThePOGG

Casino have decided to permanently close my account so my account cannot be reopened.

Hi mikk,

Please quote the reason the operator gave when they closed your account.

Thanks,

ThePOGG

I've asked that. I still haven't received answer.

Hi mikk,

The operator have informed us that the cashback in question was based on losses and that you did not in fact lose anything that week and as such did not qualify for any cashback.

Thanks,

ThePOGG

That is not correct. I have lost money that week.

The operator has confirmed to me in emails that cashback is based only on lost bets not deposits.

Hi mikk,

The operator has clear terms of use regarding cashback and cashback - as is absolutely standard within the industry - is based on total losses, not on individual lost bets. I appreciate that you may have had a misunderstanding in your communications with the operator's customer support, but this would not supersede the promotional terms and conditions.

Sorry we cannot be of further assistance.

ThePOGG