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Hi thisisfunny - welcome to ThePOGG.com!

Please quote the response you received from the operator about this matter.

Thanks,

ThePOGG

Hi ThePOGG, find below a relevant text copied from the chat session:

(me) - Romania is no loger accepted ?
(support) - Yes, you cannot play from Romania.
(me) - I understand. Well last time when I played on Europebet Romania was accepted, my account was fully verified and I also made some withdrawals.
Then the amount left in my Europebet account (around 32 euros) should be sent to my Skrill wallet.
Then, we are set. And when Romania will be allowed again, please email me so I know I can return.
(support) - Your account is blocked and cannot be unblocked.
(me) - I understand this. But I had cash left in my account, right ?
that needs to be sent to me
(support) - Yes, you do have money that will remain in your account.
(me) - Why that money to remain in my account if I can not use my account ?
(support) - If you contact us from the territory of Georgia, your account will be activated after that.
Do you have any additional questions?
(me) - OK. But I repeat: when I deposited cash into my account I did not came to Georgia to deposit. If now my country is no longer accepted, the money I have intro my Europebet account should be refunded to the method I deposited with.
I will send this to a mediation service online.
Have a good time.

Date – 25/06/2023

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,

ThePOGG

Date – 02/07/2023

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,

ThePOGG

Date – 09/07/2023

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,

ThePOGG

Date – 16/07/2023

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,

ThePOGG

Hi ThePOGG,

Sorry but how long can this case take before it is solved ? I've stated the facts, I've hidden nothing. If the casino is not responsive, just close the case and say "found for the player". If the casino is responsive, then they should pay that tiny amount to me and you say "resolved". - Why is taking so long ? It's been more than one month since I've reported it ! 

I want to either see it successfully solved here, or unsuccessfully solved and move the case to another mediation website. Waiting for your resolution more than a full month seems way too unreasonable for me. Can you please give me a definite deadline of when this case will be closed by you ?

Hi thisisfunny,

If you wish us to discontinue work on your matter, please let us know, but that would result in a Resolved status.

I'm sorry you're frustrated, but our team will continue to work on this matter as long as we feel that there may be a viable possibility of a resolution. We cannot give you any specific deadline. The process will take as long as it takes.

Thanks,

ThePOGG

Hi again ThePOGG,

OK, do not discontinue whatever you do to try and this case. But while you do your thing I will also post this complaint on various other mediation services. Maybe one of the others which I will try will help produce a faster resolution. If before you solve this case by your side, I will receive my payment, I will update you.

Hi thisisfunny,

If you are going to involve other mediation services, which you are entirely entitled to do, we will cease any further work on this matter. Sending multiple services to work on the same issue only complicates our job.

Please let us know how you would prefer to proceed.

Thanks,

ThePOGG

Hi ThePOGG,

I think that you should reasonably agree that you cannot simply say "case Resolved" when clearly the case was not resolved (the player has not been paid, nor found at fault) ? And neither say "found for the casino" just because the user lost his patience with your mediation service when in fact you was not able to provide a deadline for solving the case as long as the player permanently cooperated with your service.

I think you agree that the user cannot simply wait an unlimited amount of time (years maybe ??) just to see weekly repetitive standard messages without the user at least seeing what progress have been made towards solving his / her problem ?

One month to me seems more than enough for any mediation service to decide who is right or wrong over any case. In any case, certainly you must provide a definite deadline for the user to know how much should he wait for ThePOGG to do his best at solving the matter. If not, then accept the fact that the user should be allowed to seek help via a different similar service while you are still trying to solve the matter at your own pace.

That been said, I am pretty sure that your work helped me successfully solve this hilarious matter without me going to the territory of Georgia. They emailed to inform me that they unlocked my account for a window of 4 days (two of them being weekend) to withdraw my remaining balance (104 GEL). I did submitted a withdrawal request and they paid promptly.

Thank you,
thisisfunny

Hi thisisfunny,

While we're sorry to hear that you are unhappy with the free service, where we expend resources to try and assist players who are not even customers of our site, we have over a decade of experience managing player complaints. We have set policies that are appropriate to our priorities - that being to ensure that as many players as possible get paid where they should be paid. That this has not happened quickly enough to suit you is non-relevant to the outcome of this process. 

Right and wrong is not what we're interested in. We're interested in players with money in their pocket.

Where you choose to make that process more difficult to complete, then we can and will cease any further work on your claim. We are not here to fight against you where you choose to impede our function.

While we will always acknowledge where we did not influence the positive outcome of a claim, in this case our intervention did ultimately bring the matter to the attention of the right people at EuropeBet and did result in your being paid.

If you have received your funds, then the matter is Resolved, regardless of your frustrations.

ThePOGG

Hi ThePOGG,

In my earlier reply I was just pointing your weak points (in my view, at least) which I have discovered during the process of you helping me to solve the matter: I never thought a case on which ThePOGG works can eventually drag for years (since you can't provide a deadline for closing the case when both the player and the casino is cooperating with you). 

And yes, you are correct, your process is free (like all other similar mediation services I know of) and nobody actually forced me to choose your service. Whether or not a similar service would have helped me solve this matter faster than one month and almost a half for a mere 38 euros, we can't know for sure, but indeed your involvement did ultimately led to me being paid, so I thank you for that !

If I will reach similar problems with other casinos / bookies, likely I will return to your service only after I have exhausted all other similar mediation services which do provide their users a deadline for closing the cases they are presented with.

All the best,
thisisfunny

Hi thisisfunny,

We wish you all the best with whichever service you choose to engage in the future. However, if you choose to come back to us, please adjust your expectations to the service we actually deliver, which we detail extensively in our onsite documentation and which is evidenced via the array of thousands of complaints that we have managed over the last decade+. This site's policy is strictly to prioritise getting funds returned to players over rushing out negative reports and leaving players out of pocket.

ThePOGG

Both the submitting complainant and EuropeBet have informed us that this issue has been resolved and the player has received their funds.

Please note: my complaint is about Europebet.com which is owned by Betsson and I selected Betsson because Europebet is not listed in your drop down.
 
 The problem is this: I am a long customer there, fully verified, with a couple of successful deposits and withdrawals using Skrill web wallet. Last time when I played there was past year (in May) and I left about €32 in my account. Few days ago when I asked on live chat why I can not log into my account, I was told that meanwhile they stopped accepting players from my country. 
 
 Here is the trick: when I asked for the money (€32) which are left in my account to be sent to the last deposit method I used (Skrill), the chat person told me that I can make use of that money only if I contact Europebet from the territory of Georgia ! - Seriously, how comes that ? When I deposited, I was not visiting Georgia to deposit (but used Skrill instead) ! 
 
 Also, as far as I know, they never made the effort to email me to use or withraw my remaining balance in useful time before they stop accepting bets from players in my country.

Europebet - Your country no longer accepted, come to Georgia to access your remaining funds !

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