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Hi barashala - 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.

Given that both your complaints relate to operators on the same license, it seems highly likely that your problems at both casinos are related to the same root issue.

Firstly - can you confirm that you self-excluded at another property on the White Hat Gaming license?

Please forward all communication you have had with the operator about this matter to <a href="mailto:complaints@thepogg.com">complaints@thepogg.com</a>.

Thanks,

ThePOGG

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

Hi barashala,

If we haven't heard from you by Friday the 22nd of March we will assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

Hello. Unfortunately, I haven't received any updated information from you. I check my email daily, and unfortunately, no one has contacted me. Could you please advise on the status of my complaint? Can I assist you with any additional information?

Hi barashala,

Firstly - can you confirm that you self-excluded at another property on the White Hat Gaming license?

Please forward all communication you have had with the operator about this matter to complaints@casinoreviews.com?

Thanks,

CasinoReviews.com Complaints Team

Hello, I have sent all the screenshots of the correspondence, as you requested. Just in case, I'm duplicating the response to your question here. I did not self-exclude from White Hat Gaming. On March 15, 2024, I received an email from BARZ stating that they reserve the right to close accounts at any time for any reason. They did exactly that, closed my accounts, confiscated my winnings, and stated that I am banned across the entire group. I don't understand what I did wrong. I provided all the documents they required from me. I submitted the documents on time and always responded promptly to their messages and requests. It seems to me that they are doing everything possible to avoid paying out my winnings. Please investigate this situation.

Date – 19/03/2023

This complaint has been checked. Work is ongoing on this matter. We will revert to you when we have new relevant information to share.

Thanks,

CasinoReviews.com Complaints Team

Date – 24/03/2023

This complaint has been checked. Work is ongoing on this matter. We will revert to you when we have new relevant information to share.

Thanks,

CasinoReviews.com Complaints Team

Date – 31/03/2023

This complaint has been checked. Work is ongoing on this matter. We will revert to you when we have new relevant information to share.

Thanks,

CasinoReviews.com Complaints Team

Hi barashala,

While we are waiting on the operator returning the complete complaint file, please forward on all documents you submitted to the operator during the verification process to complaints@casinoreviews.com.

Thanks,

CasinoReviews.com Complaints Team

Hi barashala,

We're following-up on our previous communication - please forward on all documents you submitted to the operator during the verification process to complaints@casinoreviews.com.

Thanks,

CasinoReviews.com Complaints Team

Hi barashala,

Thanks for your email. Can you please take new photos of your driving license, ensuring that all four corners/sides of the device are visible in the photo (i.e. leave a good bit of margin around the document and don't crop the photo) and send them to us at complaints@casinoreviews.com?

Thanks,

CasinoReviews.com Complaints Team

Hello, I sent the photos on April 16th. Do you have any new information?

Hi barashala,

Sadly, and after an extended dialogue, White Hat Gaming has chosen to switch to using an alternative ADR service provider. As such we are no longer in a position to manage complaints against this operator.

All we can suggest is that you contact the licensees current approved ADR eCOGRA.

Sorry we could not be of further help.

CasinoReviews.com Complaints Team

Hello, do I need to rewrite my complaint to them for consideration, or have they already provided them with all my information?

Hi barashala,

The eCOGRA systems are entirely independent of our own. You would need to contact them to find out what they have/need.

Thanks,

CasinoReviews.com Complaints Team

Hello, today I received a rejection of my complaint from eCOGRA. The refusal was justified by the fact that you are already dealing with this investigation. Please help resolve this situation. It seems that the operator told you that they are moving to another regulator, while eCOGRA says that you are handling the investigation?

Hi barashala,

We'll clarify with the operator/eCOGRA.

Thanks,

CasinoReviews.com Complaints Team

Hello, do you have any new information? I don't understand the current status of my complaint.

Hi barashala,

We will revert to you once we have an answer. We are currently discussing this matter with the operator.

Thanks,

CasinoReviews.com Complaints Team

Date – 26/05/2024

This complaint has been checked. Work is ongoing on this matter. We will revert to you when we have new relevant information to share.

Thanks,

CasinoReviews.com Complaints Team

Date – 02/06/2024

This complaint has been checked. Work is ongoing on this matter. We will revert to you when we have new relevant information to share.

Thanks,

CasinoReviews.com Complaints Team

Date – 09/06/2024

This complaint has been checked. Work is ongoing on this matter. We will revert to you when we have new relevant information to share.

Thanks,

CasinoReviews.com Complaints Team

Date – 16/06/2024

This complaint has been checked. Work is ongoing on this matter. We will revert to you when we have new relevant information to share.

Thanks,

CasinoReviews.com Complaints Team

Hi barashala,

Your complaint has been escalated to the UKGC. You will need to contact the regulator to advance your case further.

Thanks,

CasinoReviews.com Complaints Team

Hello, thank you for your message. Could you please explain the next steps in more detail? Should I write to this address https://www.gamblingcommission.gov.uk/? Do they already know that I need to contact them? Do I need to send my complaint there as well?

Could you also explain why my complaint was forwarded to them if I am a player from Ireland? I read information about them, and they regulate the UK market, so I don't quite understand how my case is related to them. Thanks

Hi barashala,

We have no insight into this matter, only confirmation regarding how this matter is being managed. All we can do is direct you to the regulator and state that we have been informed that they are aware of this matter.

Sorry we cannot be of further assistance.

CasinoReviews.com Complaints Team

Hello, thank you for your response. Could you please let me know if I need to contact the casino or just the UKGC?

Hi barashala,

As far as our understanding goes, you should contact the UKGC.

Thanks,

CasinoReviews.com Complaints Team

Hello, UKGC, to whom you are directing me, does not accept complaints about the gambling business, and it is clearly stated on their website that I must resolve this issue with the regulator. Please complete the investigation that I started with you several months ago.

Hi barashala,

As already stated, this matter is out of our hands. We have no further involvement in your claim/s.

We're sorry you're unhappy, but all we can do at this juncture is direct you to the body that is reviewing this matter or suggest you exercise your legal rights to pursue this matter via the court systems.

CasinoReviews.com Complaints Team

Hello,

As you instructed, I contacted the UKGC. Despite informing you from the beginning that I am a player from Ireland and that the UKGC does not have jurisdiction over me, you still insisted that I reach out to them. As expected, I received a refusal since I am from Ireland. I have attached a screenshot of their response. Please continue the investigation of my complaint.

Thank you.

Hi barashala,

As previously informed, there is nothing further we can do to assist you with this matter. The issue has been escalated beyond our authority and we can only provide you with the instructions we already have.

Sorry we cannot be of further assistance,

CasinoReviews.com Complaints Team

Information has become available to this service via other claims that satisfies CasinoReviews.com that the operator took appropriate action in this case.

No further comments will be allowed on this thread.

Found for the Operator - information has become available to this service via other claims that satisfies CasinoReviews.com that the operator took appropriate action in this case.

Hello, on December 12, 2023, I registered at the Barz casino. Literally the next day, I was asked to provide documents for verification, namely an identity document, proof of address, and confirmation of my deposit method. After some time, I uploaded all the necessary documents and also made several deposits, even winning some funds. On January 25, 2024, I received an email stating that my documents had been reviewed, and I successfully passed verification. After a while, I requested a withdrawal. I received a message that my request was being processed. Just a couple of days later, I tried to log into my account and found that it was closed. I contacted support to resolve the situation. It turned out that verification was again in progress on my account, and I was asked to provide a Skrill statement as well as a new proof of address document. After literally a couple of days, I sent all the requested documents. Not receiving a response, I contacted support again. This time, they started requesting new documents, namely a source of income and a selfie with ID. Before submitting any documents, I clarified how to provide proof of income since I made a deposit thanks to my winnings in another casino. I did not receive a clear answer, so I inquired whether I could upload proof of my winnings. I would like to clarify that in the statement I sent earlier, it is clearly visible that the winnings were credited to my account from which I also made a deposit at the Barz casino. In response, I was again asked to send a salary statement specifically. I kindly agreed to send the only working statement I had at that time. Then, I was again asked to provide a statement confirming that my salary is deposited into my account and is related to my deposit. I had to explain once again that the deposit was made thanks to winnings in another casino, and my salary has nothing to do with playing in their casino. I am no longer willing to wait for their response for several days, if not weeks, and I request your assistance in resolving this situation. Unfortunately, I have the impression that they do not want to pay out my winnings of 51,000 EUR and are trying to find any way not to honor my winnings.

Barz - casino win

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