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Hi tomatsallad - 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 you 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.

We need you to create a video following the below instructions:

- Use your phone to video you signing into your email account on another device (laptop, tablet, another phone). Someone else can hold the videoing phone for you if it helps.
- Go to the sent folder.
- Locate your self-exclusion request.
- Open this email. Show the full email, including all the recipient information at the top.

Send this video to us at <a href="mailto:complaints@thepogg.com">complaints@thepogg.com</a>. You can use a free file transfer service like WeTransfer if the file is too big for email.

Thanks,

ThePOGG

Hi tomatsallad,

Thanks for your email. I'll contact the operator to discuss.

ThePOGG

Date – 27/08/2023

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 tomatsallad,

Our understanding is that the operator has already contacted you to arrange a refund of your deposits. Can you confirm receipt of your funds?

Thanks,

ThePOGG

Hi,
Was contacted on tuesday. But apperantly bank transfers are "currently not available". And since all my ewallets are locked im struggling to get the refund. I am now waiting for an answer from the relevant department. Since i have to wait 48 hours between every answer it might take some time. Will comeback to you when the refund is complete

Hi again, i am now getting worried about the refund. I dont know why but they are obviously stalling. They always wait the maximum amount of time before they answer. Either 24 or 48 hours. There are always new problems. And to wait 48 hours everytime is making this process excruciating.

Update. 
They told me to create an luxonpay last wednesday. I did that and asked the luxonpay support if i can recieve the money from the casino. I was told i needed to first make a deposit to the casino to be able to recieve funds. Wich obviously is not possible.

I sent the transcript from my chat with luxonpay and explained it wont be possible. The casino then answered "its fine give us your luxoninfo and we well send the money". Today i week later they say they cant make a payment to my luxonpay account. Wich is what i told them a week ago. 

Last message took 61 hours between answers from them.

Update.

Another 24 hours to get an answer. Another issue from their side. No money has been sent and i now have to wait for an update again. 

The stress this is causing me is terrible, and i have never been treated this terrible.

Update.

Another 24 hours has passed and no update. "Relevant department is looking in to it" 

Over a week has passed since the agreement was made, with the weekend coming i dont expect this to be solved this week either..

Update.

Another message that money will be sent. Has to be processed again and i will have to wait another 24-48 hours.

Date – 10/09/2023

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

Update. 

Still no updates. Last thing heard was 3 days ago. Same issue, no money sent.

Hi tomatsallad,

Thanks for letting us know - it is appreciated :)

ThePOGG

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

On 2023-06-30 i sent an email to Slotnite casino stating:
 "Hi,
 
 I would like to permanently lock my account because i have a gambling problem.
 
 I also would like to be locked from all white hat gaming limited casino sites."
 
 Yet after this i was able to loose money on there sister site firevegas.
 
 I sent an email to firevegas asking for a refund since i should never have been able to play at their casino.
 
 They answered that they could not find the email sent to slotnite, they agreed there would have been a breach had my email been sent.
 
 I forwarded the email, took a picture from my sent box and saved the sent it as an attachement.
 
 They the looked in to it for 10 days and claimed they still couldnt find it in there system.
 
 If there system failed to recieve it there should stil be a refund. I have proof and have proven that the email was sent.
 
 The casino claims that since i did not recieve an confirmation email, wich i didnt, the fault is on me. Even do i have proven the email was sent. 

FireVegas - Ignoring self exclusion

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