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Hi fullmetal28 - welcome to ThePOGG.com!

I'll contact the operator and see what we can find out for you.

Thanks,

ThePOGG

Thank you, right now my emails are being completely ignored to even open a dialog on the issue.

Hi fullmetal28,

I've spoken to the operator about this. There are multiple facets to this problem, but the quickest one that would allow us to resolve this with you getting paid is likely to look at your dual residence. Can you provide proof of residence in Ireland?

Thanks,

ThePOGG

Hi, 

Thank you, Yes I will send the documents today to complaints@thepogg.com

Kind Regards
[EDIT]

Hi,

Thank you, The operator has been in contact with me, I will gather all of the necessary documents and send to both them and you.

Kind Regards
[EDIT]

Hi fullmetal28,

I have not spoken to the operator again, however, having reviewed your documentation in this instance I would strongly suspect that you would need to provide proof of residence in Ireland, not just an Irish passport to meet requirements.

Thanks,

ThePOGG

Hi,

Must have been a mix up in the attachments, as I sent ID and proof of address and a video.

The operator has been in contact me we now, they have restored my account and have said they will return 1,000 euro per day until my winnings are restored.

So this is looking very good, as soon as the first payments arrive I think we can consider this a very happy ending.

Hi fullmetal28,

That's great news and thanks for updating us. If you could let me know when you've received your full balance I would appreciate it!

ThePOGG

Hello, Just a quick update, 

Two weeks ago I have been credited two allotments of 1000 euro and successfully made a withdrawal of that then, I was credited 1000 again  but now, unfortunately, the operator seems to have gone completely silent and my withdrawal has been in pending for a week now. My contact [EDIT] is no longer responding to emails.

On a side note, I see the operator now blocks games from non-supported regions, so that is really good, but I did also receive a very strange mail from support about a week ago

"Kindly be informed if you have encountered connection problems, while visiting site you may use vpn extensions to prevent disconnects and other inconveniences."


Thanks Again for the help so far

Kind Regards
[EDIT]

Hi fullmetal28,

Thanks for the update. I'll contact the operator and revert.

ThePOGG

Hi fullmetal28,

I've spoken to the operator - there should be no problem. The payment's just a little delayed due to a few public holidays at their end.

Thanks,

ThePOGG

Hi, 

Great news, that is perfectly reasonable. Will continue to keep you updated.

Kind Regards 
[EDIT]

Hi,

Just an update, withdrawal is still in pending. contacted support and was told

"Just a general delay
Don't worry, your withdrawal already approved by manager and waiting just for problem to be fixed"


A bit cryptic, but they might have some issue. I will continue to wait for news.

Thanks always for your time
[EDIT]

Hello again,

One more quick update to you guys because this might be effecting of all players on the site. I was informed by support:

"Dear Lee,

Unfortunately due to technical issues still we don't have access to the system at the moment

We are really sorry for this inconvenience" 

Hope that helps if you have any other issues with other players using the same operator

Kind Regards
[EDIT]

Hi fullmetal28,

Thanks for the update. If you could let me know at the beginning of next week if you still have not receive another payment I'll then chase the platform provider for an explanation.

Thanks,

ThePOGG

Hi,

Unfortunately still no payment or explanation.

Thanks as always,
[EDIT]

Hi fullmetal28,

I'm chasing up a couple of issues with the platform provider. I'll get back to you as soon as I have further information.

Thanks,

ThePOGG

Hi,

Great, let me know if I can help in some way.

Kind Regards
[EDIT]

Hi, 

Just an update to say still no response from the provider.

Kind Regards
[EDIT]

Hi ThePOGG,

Any update from the platform provider? I noticed that my withdrawal that has been in pending for the last month has been cancelled by them.

Kind Regards
[EDIT]

Hi fullmetal28,

We're still chasing the operator about this.

Thanks,

ThePOGG

Some information I have received from support

" Sorry, but we are still waiting for restrictions for your region to be disabled and we will be able to process transaction.
We will contact you via email as soon as there will be an opportunity for successful withdrawals "

Kind Regards 
[EDIT]

Hi fullmetal28,

I have spoken with Softswiss about this issue. There are some problems due to changes in Dutch law and various payment providers refusing to process further payments to Dutch accounts. They're look for solutions and I'll update you when we have more information.

Thanks,

ThePOGG

Hi,

Thanks as always for the update.

The account on Wild Tornado had been switched to an Irish one,with my Irish address for a while now and I am attempting to withdraw to an Irish account. So maybe there is some confusion.

Kind Regards
[EDIT]

Hi, ThePOGG :)

Managed to get anymore information on the situation?

Kind Regards 
[EDIT]

Hi,

Just a small update, the Installment of 1,000 that had been credited to my account has been removed with no explanation.

Kind Regards
[EDIT]

Hi fullmetal28,

We are still discussing this with the platform provider, however the individual in charge of this issue is currently out of the office which is causing some delays. I'll get back to you when we have further information.

Thanks,

ThePOGG

Hi ThePOGG,

Should I start to lose hope here? Feel like I am getting the run around with delays and excuses.

 
I am not even clear what the core issue is at the moment. There was no issue with the first 2000 being transferred to my account. I can only guess the issue was I decided to not play with it. (And that would explain the personal emails from support encouraging me to play)

Thanks as always for your time POGG
Kind Regards 
[EDIT]

Hi fullmetal28,

Largely I'd agree with your thinking. Whatever is going on, the owner of Wild Tornado has asked to speak with me directly (i.e. not via SoftSwiss who generally manage all complaints for their vendors). Yet this individual is not responding to emails....

Give me a bit more time as I've just laid out a deadline for response.

Thanks,

ThePOGG

Hi fullmetal28,

I've had an extended conversation with both the owners of Wild Tornado and SoftSwiss this week. My understanding is that payments should now resume. Could you confirm when you receive your next installment?

Thanks,

ThePOGG

Hi ThePogg

Yes, I had discussions as well and that has happened :)

Everything is looking good again so once more thank you for your help.

Kind Regards
[EDIT]

Hi fullmetal28,

What is the balance remaining to be paid?

Thanks,

ThePOGG

Hi ThePogg

So far I have had two installments and the remaining is 7000. According to the contact I should be receiving another installment today as well.

Kind Regards and thanks for the help
[EDIT]

Hi ThePogg

Odd my contact seems to have gone silent and missed the payment yesterday, have you heard Any change of position from the provider?

Kind regards
[EDIT]

Hi fullmetal28,

I've not had anything from the operator to suggest a change in position. Leave it a week and let me know. If you've had nothing then I'll take this back to the operator.

Thanks,

ThePOGG

Hi thePogg

I got the next installment, so things should be fine. I will keep you updated for when the balance will be completely cleard.

Kind Regards
[EDIT]

Hi fullmetal28,

Glad to hear it and that would be appreciated.

ThePOGG

Hi fullmetal28,

I just wanted to check in and ensure that payments are still turning up as agreed?

Thanks,

ThePOGG

Hi ThePogg,

Thanks for checking in, the last payment is scheduled for 1st of October, after this I think we can close this case :)

Kind regards
[EDIT]

Hi fullmetal28,

Have you received your final payment?

Thanks,

ThePOGG

Hi ThePogg,

Yes, I have received the last payment now! I would like to express my eternal gratitude to you and your site for sticking with me on this very long-running and complex issue. Please ever let me know if I can help in some way.

Kind Regards
[EDIT]

Hi fullmetal28,

No problem at all and thanks for letting us know!

ThePOGG

After a long conversation with both Wild Tornado and Softswiss about this issue Wild Tornado have agreed to pay this player. The player has now confirmed receipt of their funds.

Please note this is not about BitStarz Casino but another Caisno with the Direx N.V. group Wildtornado
 
 On April 15th I signed up for an account on wildtornado.com,
 
 I proceed to deposit 600 Euro and played till I had won 15,350 Euro. I submitted my documents and waited. The next day I log into my account and see all of my winnings had been removed with no explanation. Upon contacting support I was told players from the Netherlands are not allowed and my winnings had been removed and my account instantly banned.
 
 In the account sign up I placed my Dutch address and details as at the time I was in my Dutch residence, at no point during this process was I warned or stopped from using my Dutch details to play. I signed up and made a direct deposit from my Dutch bank account and this was allowed.
 
 As I understand the law has changed in regards to player in the Netherlands within the last few weeks and they are now forbidden This change was is not clear, and affiliate links I used informed me that Dutch players are accepted. My address and account accepted. I believe it is correct that terms and conditions are binding, but it is also the duty of a casino that is located in the Kingdom of the Netherlands with a group that is well known (I have played on other Direx N.V. sites) clearly inform players such a major change as to not accept player from the Netherlands anymore after years of doing so
 
 A Major sore point is I am actual an Irish citizen, I split my time between my residence in Ireland and the Netherlands for work, I have an address in both, if this changed was clear I would have waited and signed up using my Irish details.
 
 I am appealing here to a sense of fair play here. I deposited my money, risked, gambled and won fairly. If I had of lost such an amount I really have doubts it would have been returned to me. So I would ask please restore my account to my Irish address and bank and return my balance that I have won to my account so I may continue to play.

Wild Tornado - voided big win from my account

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