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Premier Casino - Not paying my 5000e win

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 Premier Casino Review.

Player's Complaint

15th of FEB 2022, I played Premier Casino's welcome bonus. I did not broke any bonus rules and after wager I got balance of 5000e. I make the withdrawal but they have never paid it.

I have sent all the documents which they have asked:

The photo of id, selfie with id, proof of address, the 3 month bank statement, document about creating the bank account, proof of income, proof of deposit, proof of ownership of bank account...

I have talked with finnish and engilsh customer sercive. The finnish workers has told many times that everithing is ok but the english ones are not ok with me...

They have to pay me all the winnings!

Read the casino review

10 Responses

User icon
thepogg
April 1, 2022

Hi hanavaltteri - welcome to ThePOGG.com!

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 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.

Specifically what have the English agents stated is the issue?

Thanks,

ThePOGG

User icon
thepogg
April 9, 2022

Hi hanavaltteri,

I'm following-up on the above?

Thanks,

ThePOGG

User icon
hanavaltteri
April 12, 2022

Hi, nobody is answering for my emails now.. I sent all the documents and everything should be ok. Did u ask about that from operator?

User icon
thepogg
April 12, 2022

Hi hanavaltteri,

Specifically what have the English agents stated is the issue? Please quote.

Thanks,

ThePOGG

User icon
hanavaltteri
April 13, 2022

Now they asked me to send a bank statemant of my other bank account. I am now waiting the reacton of financial team... This has been over 2 months project..cant understand

User icon
hanavaltteri
April 13, 2022

Now they asked me to send a bank statemant of my other bank account. I am now waiting the reacton of financial team... This has been over 2 months project..cant understand

User icon
thepogg
April 19, 2022

Hi hanavaltteri,

The operator's team are available between 0600-1500 UTC Mon-Fri. Please select a suitable time and inform the operator.

Thanks,

ThePOGG

User icon
thepogg
May 20, 2022

Hi hanavaltteri,

Have you completed the verification call?

Thanks,

ThePOGG

User icon
thepogg
May 29, 2022

Hi hanavaltteri,

I'm following-up on the above?

Thanks,

ThePOGG

User icon
thepogg
June 4, 2022

Hi hanavaltteri,

If we haven't heard from you by Friday the 17th of June I'll assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

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Agreement

hanavaltteri 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:

  • Premier Casino
  • Malta Gaming Authority
  • N1 Interactive Ltd

March 31, 2022

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