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Hi Winzip0430 - welcome to ThePOGG.com!

i) Please forward communications regarding unifying your accounts to <a href="mailto:complaints@thepogg.com">complaints@thepogg.com</a>.

ii) Please forward on your self-exclusion request as well. Was this under the same email address/details as your Zodiac Casino account?

iii) What does Live Chat tell you when you contact them now?

Thanks,

ThePOGG

Hi Winzip0430,

I'm following-up on the above?

Thanks,

ThePOGG

Hi Winzip0430,

If we haven't heard from you by Friday the 24th of March we will assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

Sorry I am here.  I will submit all you asked for  just looking for the older emails now   i have the most recent one however

They wont talk to me now. Instead, when i try to initiate a chat request through the bot chat, it just send me to a non-manned chat window where it tells me im third in the que, only nobody ever comes on. I sat there nearly an hour the last time i tried. 
They just leave me hanging there and dont answer.The one and only time ive heard from RiskManagement was when they told me my account was closed. Not a mention of anything else, or the fact I had been trying to get them to respond 5 weeks ago, multiple times. They directly NEVER asked me for more verififcation docs, only for the ones for ID and address which were approved 10 hrs later , less than a day after my first initial withdrawal request.  The only people to tell me they wanted to 'speak with me' was the chat support people I spoke to., and the  email asking for verifcation docs but not specifically WHAT KIND. So, i sent them the exact same ones that were just approved.  [EDIT], [EDIT] and [EDIT] all said RiskManagement needed to verify something and to connect with them. WHich i sent 4 separate emails to over a period of 9 days. A far cry from the 48 hr window they say theyll respond by.  WHen someone has a withdrawal that big, you dont let them sit there for a week or longer to get bacfk to them...This is done intentionally to distract the dispute process and cloud it with the self exclusion request.  WHich had nothing to do with my dispute. I 'mentioned it, thru chat and instantly they tempo of this dispute changed.  Then I heard from ResponsibleGaming 4x the very same day...Shocker.  Which is then where [EDIT] wrote me a letter saying this:

Dear [EDIT]
 

As per your request, we have now excluded your casino account(s).

You will not be able to play for the selected period of your self-exclusion. The casino will not be held liable for attempts made to access the casino or open new accounts.

We highly recommend that you contact ALL other gaming operators where you may hold an account to request that the same exclusion be applied there too.

 

In order to affect a comprehensive exclusion, please visit the following website - http://gamingcommission.ca/playerexclusion.htm.

 

Kind regards,

[EDIT]
Responsible Gambling Team


A 100% LIE as i actually wrote PRIOR to this response that i wanted NO CHANGES done to my account until this dispute was resolved. So, he fabricated that letter on CR's own accord to lockout and close my account(s). 

Like how guilty does a business have to be before it is seen exactly how they are playing it out. Shady, unprofessional and unaccountable for any of it.

Hi Winzip0430,

Thank you for sending that email through. 

Unfortunately, we're going to have to decline this case. Casino Rewards is a group that is only partially cooperative with this service, even when managing simple complaint issues. And with the most generous of descriptions, your case is far from straightforward. 

Having read the communication you sent to the operator, you both acknowledge that you have <strong>150 accounts</strong> across the various Casino Rewards properties and, more significantly, <strong>that you have been registering accounts with a variety of different names</strong>. Not only is this a breach of the operator's terms of use, but it also substantially impairs the operator's ability to identify potentially problematic behaviors.

Unpicking this case would be challenging with a fully cooperative operator, it is not even vaguely possible in this circumstance.

We would recommend that you take your claim to the Kahnawake Gaming Commission, the regulator responsible for the operator's activities in your jurisdiction.

Sorry we could not be of further help.

ThePOGG

Your missing th epoint..  ZODIAC knew of the other accounts and paid me no problem many times in the past....I hadnt created one in avery long time.

The multpile accounts had nothing to do with this situation...nothing....RM mentioned it in their only email to me, and just barely. 

Is it just me or does anyone else see the multiple actions that were taken to ignore me, combine my withdrawals, lie to me in chat, misleading emails,,,,the list goes on and on   but hey get  a pass i suppose      wow..

So, the top 3 regulators, all wowed by Zodiac's consistent lies and distractions. And you all took their bait so easily. 
Surely there must be a platform thats truly sticks up for the player and takes into consideration EVERYTHING that is relevant to the CURRENT COMPLAINT.  
KGC, Ecogra and now ThePogg has fallen for an explanation that isnt even what my complaint was or ever was about. 
I even laid it all out with documentation and recorded proof of it all, and still it wasnt enough to get a fair and concise investigation. 
Did you even read my doc that i submitted to you guys? 
Like hom many of their own policies did they break by the second day even? 2-3?
And then I show clear evidense that RM 100% fabricated the self exclusion notice, which they say I requested which couldnt be further from the truth. 
Even unethical and immoral business practices here in Canada are no match for a vendors forked tongue version of said events. 
Like why even try, if you dont even try? 
A player, no matter how justified and wrong done they have endured, but then put all the emphasis and collected efforts on them to prove their side of the case,(which we do sometimes upset, happily and even prior to requesting) and we do it dilligently , making sure not to miss anything ot leave an important fact or image out just to make our side as rock solid as it can be. Just so the vendor, can take there sweet time, always taking and pushing for the longest, most drawn out process, to waste more time, by which time has eroded or outright erased critical points or details that should be included but seeing as that so much time has been wasted well, life catches us with us, our regular daily routines back in full swing and by the time we get back to our desktop to see if there is an update.....
Many times there is an update!!
And oftentimes, more times than not, it's not the update we should see, instead its another back door slider that somehow caught the outside corner despite your attempt to all but stand on homebase,
.......YOUR OUT!!! 
And do you know what the state of these complaint processes are now....5 years ago, complaints were resolved, faster, with less time involved, and most were ended, fairly. Fast forward to present day, and the number of complaints gains approx 25-32% steadily with few and fewer being resolved in fsavor of the player. DO you know why? Because the vendors have gone down this road so many times, that they know exactly how the regulator will respond/react/decide what happens next.
So when they are in a spot, like in my case where the real evidense paints a twisted unethical business plot, so what do they do, knwing the KGC investigation came to an abrupt halt on their 1st version of 100% lies, they then waited for Ecogra to knock on their door and when they did, they simply told Ecogra that KGC was still investigating. Without even checking to see if that was accurate, within 6 mins, Ecogra sends me a notice saying , "We cant continue and are marking your claim as invalid because another regulator is currently investigating."
Case closed, no if's, and's or but's, and do not pass go or collect your fair winnings. Thats all folks!
And worst part of all this smoke and mirrors, (at best) gong show that these vendors put on, is clearly apparent to nearly everyone, except the platforms and groups that are supposed to have OUR best interest at heart.
Oh well, who needed $25K anyway....I DO!!!
Also, here is alittle , Hmmm, .....
Do you know why you can move your VIP points to play on ANY of the CR associated websites, BUT when you have had a rough day at the reels and you head back to chat support and ask for a bonus, you could say, I have deposited xxxx amount all CR websites. And that would be fair!  But no, each individual caisno cannot see any other deposits youve made at any other CR site.  Hence they willfully allow you to spread your earned VIP or bonus points at any and all CR sites...giving you the freedom to play wherever you want.....But ask for a non promo bonus or free spons on your own accord, HELL NO!!! You havent deposited enough !!!
SO here is what you do....Everyine knows the front end chat service is a bot. (Idk why but i call it bad names and cite rude comments from time to time, i get a chuckle) and when you asked what you want...
Type any keyword that includes free, bonus, no deposit freebie,  or whatever,,,then when the bot goes back to pretend to check the offrers and comes back, itll ask you if thasts all,  say NO. Then itll say say would you like me to see if there is a bonus for you today?"  you say YES! If you didnt already  know this then you probably have a nice fat cash bonus sitting there for you. All you gotta do is ask. ;)

Hi Winzip0430,

To clear up an misconception - we haven't spoken to the operator at all. We reviewed the information you provided and based on that information have decided that there is no viable case for us to pursue here.

We're sorry that you're unhappy, but there is nothing further that we can do to assist you.

ThePOGG

Even only a preliminary assessment of this issue demonstrates that this issue is beyond the functional competency of this service. We would advise the player to contact the operator's regulator.

Made my initial withdrawal request on January 31, 2023 for $1500 then for $5000 after winning some more. On Feb.1, 2023 I recieved a notice that they needed more verification docs which I submitted and all were appproved the following day. By Saturday, Feb.3,2023, I submitted another withdrawal request in the amount of $25,555. After getting on chat , and being congratulated on my win, I was then informed that becuase my withdrawal was 5x or greater than my deposits, that I would be paid out $4000 every Friday beginning the followong friday.
 
 That following Monday I noticed my withdrawal still sitting in pending. It was well past the 48 hour wait time and despite receiving multiple notices that my withdrawal was being processed, nothing ever changed or came to my MuchBetter wallet. On Tues, Feb.7,2023, I got on chat support to see why my withdrawal was still in pending. It was then that I was told by chat support that riskmanagement was asking for additional docs. I was confused as all my docs were approved 5 days prior this request.
 
 Regardless, I emailed riskmanagement with every doc submission I had already been approved on and was told they would get back to me within 48 hours.
 
 To this very day, I still havent heard back from riskmanagement and my withdrawal is gone. This withdrawal should have been sent first Feb.4,2021 for the withdrawal requests of $1500 and then $5000. I was told many times my docs were approved and told by chat support I would receive my money on friday.
 
 Its important to note that prior to this incident, CR and I made an agreement to combine all my extra CR accounts into 1 and under 1 email. I agreed but CR made no effort to ensure this was done. I went on chat multiple times to ensure this sort of thing would not happen if i were to have a good withdrawal and look what happened. I have email confirmation of this agreement.
 
 Also, a cpl months back I had had enough of CR's crap. I wrote in to CRHelpDesk with my request to be self-excluded/deleted/blacklisted or whatever they had because CR sites do not offer this option to players who do NOT want to play or be contacted by CR anymore. There is no way to quit.
 
 Regardless of these facts, my deposits just in the past 365 days alone exceed $20K. However, CR history search only allows a player to see all their transactions for the past 1 year maximum.
 
 Either way, I want my money. There was no 3rd party deposits, all deposits came from accounts under my name and emails I own.
 To this very day I still have yet to hear back from anyone in riskmanagement, CRHelpDesk or Support@.  Not a single person has repsonded or talked to except chat support which has told me when i would be getting my money, that riskmanagment needed more from me despite being approved 4 days prior to that and I am lost with this withdrawal request. Sent multiple emails to riskmanagment and all other CR helpdesk and support outlets with noresponse. I lalso have all chat support convo's and all email notices saying i was approved and withdrawal were being processed and werent. 
 
 CR's silence in this matter just shows what has become of what was once a pretty good platform.

Zodiac Casino - Won Then They Chose To Ignore Me

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