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Hi 92naikou - 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 on your phone of you logging into your email account on another device, going to your sent mail folder, locating this email and opening it, ensuring that you show the details of where the email was sent to.

You can use a free file transfer service like <a href="https://www.transfernow.net/en">TransferNow</a> to send the file to us at <a href="mailto:complaints@thepogg.com">complaints@thepogg.com</a>.

Thanks,

ThePOGG

I will not take a video of my email sent box because then you see other sent emails as well. My sent box is private and in this case you don't have to see all of those. Also, I dont have skills to edit video that you cant see those unnecessary sent emails.

Screenshot of the email sent is not enough? There is all necessary information: recipients, time, email text.

Also, there are no other documents you need? I have doctors diagnose from spring 2022 that I have gambling problem. These medical documents were enough for another casino, which paid 50% of net losses as refund last friday. I offered the same to Huikee, but they refused the offer.

Also, there are several another factors than email itself:
- Email sent November 2021 including my 1)Name, 2) Birthday 3) Address 4) email address(you think this is the only thing that matters??)
-Deposits over 78k€ which are not in line with my monthly salary 3100€. Huikee should have flagged my account.
- When I registered,  I sent all my bank statements due KYC. If they had made their KYC properly, they would have seen that my gambling is very out of control. 
- Diagnosis from health care from spring 2022 that I have serious gambling problem

Hi 92naikou,

Thank you for your email. However we will need you to comply with our request and provide the video as directed about. This is a standard request in claims of this nature. This matter clearly relates to the legitimacy of the claim you are making that you sent this email. You claim you have. The operator clearly feels you have not. While we appreciate the screenshot you sent through, screenshots are easily manipulated. The video as we have requested would be very challenging to edit and that is the specific reason we have requested it.

It is your choice whether you act on this request, but if you fail to do so, and the operator's server logs do not show receipt of this email, then this email will be non-submissable as far as this claim is concerned. Given that this is far and away the strongest facet of your claim we would advise you to provide the requested video.

Thanks,

ThePOGG

Any update? If you want I can provide health care documentation and diagnosis of my gambling problem BEFORE registering Huikee.

Hi 92naikou,

We need you to provide permission for us to contact Aava to confirm the validity of the digital documents that you have provided, certified by their medical professionals. Are you happy for us to share the personal information we hold on you, and specifically the documents you have submitted, to Aava?

Thanks,

ThePOGG

I have already provided you the documents, signed and stamped by my working doctor. I’m 100% sure they wont give you any medical information, it is not allowed in Finland. Also, I don’t want to involve my work to my gambling addiction in any way.

In addition, those documents are irrelevant. I have requested account closure/block from Huikee. I have done literally EVERYTHING you have asked. I have visited my work doctor already 2 times regarding to this dispute.

So you claim I dont have diagnosed gambling addiction? 😁 I just gamble 100k€ just for fun within a year with 5k€ monthly salary.

If you need, I can deliver all my bank statements from 01/2021-12/2022, then you see how my gambling has developed month by month.

I have made dispute because Huikee have not acted properly. Now I have to prove SEVERAL times that I have gambling addiction. And visit my work doctor several times to get f*** documents. I have proven it to you, you dont believe. Why you investigate my actions, but not Huikee? It feels like I have done something wrong, this is ridiculous.

By the way, I never got any email that you have answered here. By accident I happened to login here.

I sent you photo of my Sertralin-package with my ID. You can google, this medicine can only be provided by psychiatrist receipt.

I will send bank statements between 01/21-12/22 later.

I can ask my work doctor if you can call him. Im still 100% sure he is not allowed to give any information to you related to my personnal data.

To summarise: medical documents, bank statements (correlation between income and deposits to casinos), closure email to Huikee (i sent video to you), daily time I spent gambling in Huikee, ALL of these proves that I have gambling addiction and I have asked closure/block to Huikee. You have to make your decision based on these facts. If you dont take signed and stamped documents seriously, you must be corrupted by casinos.

It has already went 3months when I opened dispute with Huikee, and you have done nothing. Couple days ago I opened dispute with one of the largest casinos in Malta, got immediately my net loss 3900€ as refund. Process was smooth and fast, they admitted their mistake and paid the refund as they should. I can take video/forward this as well to you. Now I have received 4 refunds (12 000€) from exactly same cases as this, Huikee is the only casino that cant admit their mistake.

So please, make the fair decision and let me try to live my life and pay my f-large high interest (gambling related) debts.

Hi 92naikou,

We do not require your doctor to provide any additional medical information that you have not already provided. We do require at this juncture that they confirm the authenticity of the documents that you have provided. 

Sadly, if you are unwilling to provide us with permission to make this inquiry we will be unable to assist you further with this matter and would direct you to the relevant court systems to advance your claim.

Please inform us of your decision and we will proceed accordingly.

Thanks,

ThePOGG

I can just take video where I login to my ”OmaKanta”  (centralised database) show the date when I last visited my doctor and all information?

You just ignore all other evidence. So it does not matter anything, that I have asked closure/block (video you requested)? Why you even asked the video if it does not matter?

It clearly seems that you act for casino’s pleasure and try to find anything they dont have to pay.

The whole base of my complaint is the fact that I have requested closure, i have proven that. That is the mistake, not my gambling issue, thats irrelevant

I have to login ”OmaKanta” with my bank ID so you don’t blame me forgery again :)

Please explain, why you ignore ALL other evidence? What does it even matter if I have diagnosed gambling issue or not? In fact I have and have proved it to you. You just try to make excuses why they dont have to pay. I have asked for closure, Huikee still let me gamble.

Just ridiculous how you have spent 3months to this.

I can give you permission to call/email my work doctor and ask him this: ”has [EDIT] been in medical check up regarding to his gambling issue and have you wrote doctor’s certification”?

This is the ONLY question I give permission to. You are not allowed to ask anything else, because I dont want to jeopardise my work, its my whole life. I give the permission only to ask this question. I will give my doctor heads up that you are going to contact him.

Are you ok with this? I try to have call time with my doctor to give him heads up, then I inform when and how you can contact him. This might take couple of days to get call time with him.

According to Huikee's Terms&Conditions section 4.1: "you have not banned yourself from playing on this website." -  I have sent closure request/block email where I told my situation. 

Again in section 4.3:  "If any of the information you verify in section 4.1 (account registration) is incorrect, your stake will be void and we will not be obligated to pay any winnings.". 

According to their own T&C my bets should be void because I have asked closure/block BEFORE gambling on their site. So please clarify, why you are sticking with the medical documentation? Its irrelevant.

They have broke their own T&C and my bets should be void. Im not requesting any winnings from them, Im requesting that all my bets on Huikee should be void and net losses are refunded to me.

I have already sent you video where I show when and how I requested block to Huikee.

Why you ask me to provide video where I show the closure email? Please answer this.

Hi 92naikou,

While we understand your frustration, there have been concerns raised about the authenticity of some of your submissions. We are not accusing you of anything, but we do need to verify with the issuer that the documents are genuine. If you are not prepared to allow that to happen, it raises broader concerns about the entirety of your claim.

This is not an invasive undertaking - no medical professional would provide your medical information to a third party in this situation. They will however confirm the authenticity of the documents that they have issued to you to support a claim of this nature, which would allow us to move past any suggestion that evidence you have provided may be inauthentic in nature.

As already explained, if you are not willing to provide the necessary consent for us to contact Aava, and specifically the doctor who signed these documents, it will not be possible for us to advance your claim any further. At that juncture all we could recommend is that you pursue your claim via the relevant court systems.

Thanks,

ThePOGG

You still don't answer my question, why you ask video of my closure email if it doesnt matter?

Also you dont answer my question about their T&C section 4.1 and 4.3. There is nothing to do with if I have diagnosed gambling issue or not. 

As I have said and took video: I have sent closure request email to Huikee casino and it's sister casinos on 17.11.2021. Nothing changes that fact.

Hi 92naikou,

Where circumstances change, as they have, different evidence is required. 

I'm sorry that you are unwilling to cooperate at this juncture. We will be unable to do anything further to assist you given that decision. If you change your mind, please feel free to let us know.

Thanks,

ThePOGG

However, I contacted my medical team via Aava-message today morning and got response from my doctor while ago (please see email). The conversation is in Finnish so I summarise it below.

Long story short: he proposed that he can call you monday at 5 pm or tuesday 5pm (Finland time). He said that via call he can confirm the documents that he has signed. Please give your contact information in international form.

I just want to ask what circumstances have changed? I still have sent closure email on 17.11.2021 to Huikee and it's sister casinos :D nothing changes that fact. Do you disagree?

Medical documents that I have provided are additional information that I have voluntarily sent to you. It still doesnt change the fact that I asked for account closure/block on 17.11.2021. Due to this, according to their terms and conditions, my all bets should be void. No matter if I have diagnosed gambling issue or not.

You mentioned earlier that ”there have been concerns raised about the authenticity of some of your submissions”. Could you please clarify? Why there are concerns and which documents exactly? You just try to make excuses all the time.

Could you please answer if the proposed method of contacting my doctor is ok? If yes, I inform my doctor and he will call you at agreed time. If not, I try to figure out something else.

In any case your request is ridiculous and it only shows how biased you are towards casinos. Im the one who is paying the bill of this call of course. Im 100% certain you dont accept it and make more and more excuses. Maltese casino has broke their own T&C and you just deny it and blame me. Only thing that matters is the fact that I have sent the closure email and Huikee has admitted that.

You just wait when Im quitting and cant stand this anymore.

Hi 92naikou,

Thanks for your cooperation. 

We are not accusing you of "lying about [your] addiction", but where reasonable grounds arise that indicate that documentary submissions may not be genuine in nature, we do have to confirm the authenticity of the documents. Where altered documents were found to have been submitted, we would be obligated to withdraw from management of the claim.

Having reviewed your email, sadly the conditions described within (an audio phone call from an unverified number) would not be sufficient to evidence that we were speaking to an approved Aava representative, or indeed the issuing doctor. Nor would it allow the doctor to confirm that the documents in question was a true likeness of the original.

However, we have managed to locate a direct line of communication for the issuing doctor. We will look to engage a dialogue with them directly to develop a suitable solution. Before we can do that, we need you to explicitly provide consent for us to engage this dialogue. Please respond to this message by copying and pasting the below, filling out the relevant sections:

"I [NAME] provide permission for ThePOGG.com Ltd, and specifically their representative [EDIT], to contact Aava.fi and their representative [EDIT] to share the personal information and documentation that I have provided to ThePOGG.com Ltd for the management of my claim against Huikee Casino.

The processing of my personal data in this exchange is solely for the purpose of verifying the authenticity of the documentation that I have provided. Specifically, the files I provided by email on the 19th of December 2022, from email address [EDIT], named Doctor's certification [EDIT] and Doctor visit [EDIT]. The processing of my personal information by ThePOGG.com Ltd to Aava.fi for any other purpose is not authorised."

Once you provide the above, I will loop your email address in on our discussion with your doctor so you can see exactly what is said.

Thanks,

ThePOGG

I asked again, he is not allowed to share any information regarding to my patient data via email (as I have stated many times before). Also, I dont want you to be in direct contact with him regarding to my patient data. I cant give you permission do that. He is not even allowed to send the documents to me, which is why I had to got them as paper by visiting him.

I can propose to my doctor following: I send email to him (the pogg as CC), ask if I have been in medical check up regarding to gambling issue and if i have been in psychotherapy related to my gambling issue.

So I cant give you permission to ask anything about me.

If you dont accept my proposal, you have to do your decision without taking those documents into the account. I just remind, I sent them to you voluntarily without you even asked them. You give them way too much weight. Those documents do not even matter in this case.

The one thing I want to protect is my job, I just cant give you any chance to jeopardise it.

Hi 92naikou,

Unfortunately, if you are unwilling to provide us permission to contact your doctor directly about this matter, we will be unable to assist you further. We understand your opinion about these documents, but sadly we disagree about their relevance

If you change your mind, feel free to let us know.

ThePOGG

Why it has any importance? My base is the email I have sent to Huikee. Nothing else.

Hi 92naikou,

As previously detailed, legitimate concerns have been raised about the authenticity of these documents. Where a complainant submits any document to this service that is non-genuine in nature this service is obligated to withdraw from representation of that claimant regardless of any other factors as potential crimes have been committed. 

Rather than accepting the concerns as proof positive that these documents are not genuine, we have endeavored to work with you to refute any concerns about them. Where you are unwilling to allow us to engage the necessary dialogues to verify these documents, this service has to cease further activity on this claim.

We are sorry you are unhappy with the outcome of your claim and we invite you to get back in contact if you change your mind. But until the authenticity of those documents has been confirmed there is nothing further we can do to support your claim.

ThePOGG

So I ask you to make your decision without taking the documents into the account

Hi 92naikou,

That is not how this process works. We cannot at this stage ignore the submission of documents that you have submitted. The authenticity of these documents is either verified or we can play no further part in the representation of your claim.

ThePOGG

your attitude just verifies the fact that all of you are corrupted. As the whole industry.

Hi 92naikou,

I'm sorry to hear you feel that way. There is nothing further we can do to assist you and I would direct you to the appropriate court systems to advance your claim if you feel that is appropriate.

ThePOGG

I dont feel that way, its the truth. You just ignore the fact that I have asked closure 17.11.2021

Hi 92naikou,

The reality here is that we have presented a very low tariff solution, requiring your doctor to do nothing more than confirm that the documents that you have submitted are true likenesses of the ones they issued. The permissions that were presented above were carefully crafted to explicitly restrict the dialogue to that specific purpose. You have chosen not to allow further dialogue about the matter. The lack of advancement of this issue is exclusively your decision. 

If you change your mind, feel free to let us know. However, the termination of this process at this juncture is your decision.

ThePOGG

This is just so wrong and biased towards casinos. So corrupted, you and the whole industry.

It does not even matter if I have diagnosed gambling issue or not, the fact is Huikee have breached their terms and conditions and not acted when I informed about my state. You just find and make excuses why they dont have to refund.

If I never sent you the logo diagnosis document, would I have refunded? How you cant see how absurd you are

Why you asked me to send video of sent email if it does not matter anything? You just waste both of us time and effort making all the time new demands and excuses, if the result is same.

I have seen many cases here where you respond to customers ”you have to ask closure to certain casino and sister casinos as well”. I have shown the email I sent but you just ignore it.

How it is so difficult to understand, if I have sent closure email based on gambling issues, Casinos must act. It does not matter if it diagnosed or not, true or not. MGA regulations does not say anything about diagnosed gambling issue, only thing matters is the closure request. The reason of closure is not important, only the fact that closure is requested because gambling is not under control.

How you think my gambling was under control if i lost 1year net salary within months and sold my car just to gamble everything in hours? How you think my gambling was under control if I spent 24/7 gambling in Huikee casino?

Hi 92naikou,

I'm sorry to hear that you feel that way. However, as has already been explained to you, it has been your choice stop us from confirming the validity of the documentation you submitted. There is no other barrier to your claim progressing other than your refusal to allow us to confirm that your doctor did in fact issue the documents you submitted and that these had not been edited or created to falsely support your claim.

There is no value in further discourse about this matter unless you have changed your mind and are prepared to allow us to conclude our investigation. As such further posts covering topics that have already been fully explored will not be approved.

You remain free to pursue your claim via the relevant court systems, but there is nothing further that this service can do to support you.

ThePOGG

Yesterday I met my doctor ([EDIT]) again for another reason but we spoke about this issue and how I manage my gambling problem today.

As I predicted and I told you before, he is not allowed even to comment any patient information to any other but me. As I told, he is not even allowed to send me any documents via email, how would he commend/verify anything to you. Its just not possible, I afraid.

I can take video where I login with my bank ID to centralised patient data base (OmaKanta), there you can see how my doctor commented that ”patient has paid a lot gambling related debts off, and patient have managed to get refunds from Casinos due to document I wrote for him earlier”.

I dont know what else I can do.

In OmaKanta there are all my patient data and visits

Hi 92naikou,

I'm sorry, but this is not sufficient at this stage to verify these documents. 

Denying us permission to speak to your doctor, prevents us from verifying the information you have provided and as already clearly stated, we would not be asking your doctor to provide any patient information. Simply verifying that they issued a document that we already possess.

Be refusing permission for us to take appropriate steps, you have tied our hands. We cannot assist you further in this matter until such time as you change your position.

ThePOGG

How its my fault if regulations are so stricted?

I asked him but he refused due to regulations. He of course wondered how you can't trust the authenticity of the documents, if there are his stamp and signature. He doubt if it because of signature similarity between documents? It is because everywhere in Finland people use ”basis signature”, meaning once you have wrote signature, it is saved on the computer and added to the all documents in the future. Because of this, the signature always look like the same. I myself use a similar method at work when signing investment documents.

One thing I can do, is take video where I login to my OmaKanta with my bank ID and locate the correct visit (the date of documents are writed). There you can see the same text as in documents I provided to you. Im just wondering how I did not figured this out before!

If you go to www.kanta.fi, then select language English, you can see what  kind of database it is. I can only read diagnosis, receipts and visit, nothing can be modified by patient. Is this ok?

I now sent you the video where I login with my bank ID to centralised patient database ”OmaKanta”. This proves authenticity of my document, as database is managed by government and only doctors and nurses can make marks or modify previous marks. As the video shows, the visit has exactly same information that I have provided to you. I think word by word same information. This proves authenticity of documents way better than any email or phonecall what so ever, as I login to official website with my bank ID and all the text is written by my doctor (as video shows).

You can read more about database www.kanta.fi, please change the language to English.

As I show you in the video, 1) I login OmaKanta 2) go to ”Terveystiedot” = Health information 3) locate the correct visit 4) show you the information of that visit.

Visit is uploaded 14.12.2022 (visits are usually uploaded with delay, as it is stated on the top of the final page in the video), so dont bother say anything about that. It is clearly stated in information field that visit occurred 10.12.2022.

Im sorry that Im so specific, but I think you suspect anything so I want to be clear.

I truly hope this is enough for you.  As I said before, I visited my doctor 26.1.2023 for another reason, but I asked him about your request. He clearly stated that he is not allowed to comment/verify any of my patient information for you especially via email.

I beg you to consider again and take this case again to the table. I afraid I cannot do anything else to proof my documents.

Br [EDIT]

I now sent you the video unpacked (better quality).

Hi 92naikou,

Thank you for your email, but I'm afraid they do not address our concerns. The authenticity of the files you have submitted has been called into question. Furthermore, you have taken the decision to prevent us from communicating with your doctor directly. 

There is nothing further we can do to assist you until such time as you alter your permission and provide your consent for us to approach your doctor. If your doctor wants to verify their position directly to this service, that is a different matter, but we cannot a) approach them at all without your consent or b) accept information that is being provided second hand via yourself.

Thanks,

ThePOGG

I already said he is not allowed to communicate with you, how difficult it is to understand?

If the same text is in official database and written by doctor, how you can suspect it?

What part you are suspecting? 😁 this is just absurd, you just deny the authenticity even I have provided you video which proves the authenticity, as the same fucking text can be found there.

Corruption is very clear, thanks a lot.

Please explain, how the same text can be found from official database written by the same doctor if the document is not authentic?

Please explain like im 5 year old, what specific part you are suspecting? How you can suspect if exactly same text can be found from the government managed official database?

However, I promise 10% of total refund for the person who takes the case based on provided information. You can consider it as a gift and as a gesture of goodwill.

Hi 92naikou,

Thank you for your email. There is no amount of money that anyone could offer that would make any difference in this situation. This service is free to both parties and our rulings are not influenced by either party offering money.

Screenshots, pdfs and videos can be altered. 

As you have been repeatedly informed, we need to discuss this matter with your doctor. If you are not willing to allow us to engage that conversation there is nothing further we can do to assist you.

No further posts will be approved on this thread unless they provide the permissions necessary to move this matter forwards.

ThePOGG

Why you always avoid my questions? Please explain what specific part you are suspecting? There must be some reason why you are concerned about authenticity of the documents I provided? Then I can discuss it with my doctor again.

Again, its not upon on me, this is because my doctor wont communicate anything with you about my patient data, as he told me couple days ago.

If you are concerned about signature and/or stamp, please tell me. I can go and get same papers with hand-written signature and new stamp. I will make sure no pre-saved signature or stamp are used. My doctor said also Aava stamp is available.

Hi 92naikou,

We do not discuss how potential security issues are detected. That would simply allow better fake documents to be produced in future.

Throughout this process you have looked to ensure that any communication with your doctor has to be conducted via you. That does not allow for any valid verification in this situation. In effect, you are asking us to simply accept your word for what your doctor is/is not saying, which in this situation does not allow any additional verification to occur.

If your doctor is unwilling to engage communication of this nature, that creates a different situation, but we need to confirm that with your doctor directly. We cannot approach your doctor until such time as you provide us with permission to do so.

ThePOGG

Its not my word, its the doctors words on that piece of paper with signature and stamp, which I sent to Huikee because they asked. Why they did not ask directly from my doctor in the first place if no documents are accepted? I have paid totally over 200€ for nothing. They just deny everything I do or sent, because of whatever excuse they are making up again and again simply to avoid their responsibility.  Then I had to see doctor again because paper did not have company logo, how hilarious is that. It is handwritten paper just for casino from my doctor, not from the Health center. His stamp and signature should be enough, but no, I had to pay over 100€ extra just because of logo which added by hand (usually they use Aava stamp but Huikee asked logo). I originally proposed to Huikee, if I send video from OmaKanta, they can see the diagnosis from there, but no. What can I do but ask my doctor to write document, when official documents or data are not accepted? In Finland we dont use anymore paper in health services, everything goes to OmaKanta and is available there (for patients and professionals).

I have provided other validation methods to you but you are not accepting it. Yesterday I sent you video which proves the authenticity of the document and my diagnosis, as exactly the same text is in the official database behind bank ID verification. Patients have ONLY read permission, which you should know if you used 2min time to explore www.kanta.fi in English.  Every diagnosis, receipts etc are inputted and written by doctor or registered nurse. What can be more official than that?

If I have understood correctly, the main issue to you is to verify if I have diagnosed gambling issue or not, and because of that you want to verify the document I provided. What does the piece of paper even matter when I have now provided other verification. Additionally, diagnosed gambling issue is totally irrelevant in my case, because I refer to MGA "Directive 2 of 2018 - page 10". According to the directive, the only thing matters is the fact that if I have requested self-exclusion and prevent opening new accounts - which I have successfully done.

Next time I see my doctor I ask him to print the same paper as 10.12.2022 but this time he should use physical pen and stamp? Also, I ask Aava stamp because there is no Aava logo in papers printed by doctors (doctor told me that during 10.12.2022 visit, only bills etc have Aava logo automatically).  Im not going to book any meeting if you dont confirm this helps me somehow. Health insurance do not cover these kind of  pointless visits so its over 100€ again. Obviously 100€ is very large amount for me in this situation.

P.s the doctor laughs me out of there when I keep asking for the same paper in a different form all over again.

So please confirm:

Is it enough if I go to see my doctor again, ask exactly the same text as in 10.12.2022 document, but this time signature is hand written and it is used physical doctor stamp and physical Aava stamp? No company logo is available because its written by doctor, not any bill or something (doctor told me that). If you want very very very official document, its available from OmaKanta, but there is no signature or stamps, because its verified database itself. I hope you understand this.

Alternative option (this should be free of charge for me so I propose this):

I send MyAava-message to my doctor, which is behind bank ID verification. Message would go as follows: I copy paste the whole 10.12.2022 certificate text to it. Then I ask him in English "could you please confirm that you have wrote, signed and stamped this certificate in Aava medical center in Espoo Finland as at 10.12.2022?"

When he answers and confirms it, I take video how I login MyAava with my bank ID, then locate the correct message chain and open it, then I show you the conversation.

I truly hope this is enough to verify the document.

I propose these options because I have several times had the same conversation with my doctor and every time he says "im not allowed to give any patient data, comment or verify patient documents via unsecured email. Even if I wanted, I cant do that".

I dont want to pressure him anymore about this, because I have to see him quite often and I want to have respectful relationship with him.

Hi 92naikou,

There is no combination of files that you can provide at this juncture that will address the concerns that have been raised. You serving as the middle person in this communication chain is directly the issue that prevents any verification.

You need to either provide the permissions to allow us to reach out to your doctor directly - regardless of what your doctor has told you about their willingness to engage such a dialogue, we need to confirm that position with them directly - or there is nothing further that we can do to assist you.

ThePOGG

If I give you the permission to reach him directly, what happens if he says something like "I cant comment" or he doesnt answer at all?

I'm just trying to weigh if this is worth it because i'm pretty sure he will only give you the answer "Im not able to comment/verify".

In that case, I have given you permission to involve my doctor in this matter, but getting the money from the casino itself will not make any progress.

So please answer my previous question. Thanks.

Hi 92naikou,

This is no longer an effective use of time for this service. You know the options that are available to you. We're not here to convince you to do anything.

Let us know what you decide and we will accordingly.

ThePOGG

I [EDIT] provide permission for ThePOGG.com Ltd, and specifically their representative [EDIT], to contact Aava.fi and their representative [EDIT] to ask if he is allowed to verify and/or comment my personal patient documentation that I have provided to ThePOGG.com Ltd for the management of my claim against Huikee Casino.

If Aava.fi and their representative [EDIT] confirms that he is allowed to verify and/or comment my personal patient documentation, I [EDIT] provide permission for ThePOGG.com Ltd, and specifically their representative [EDIT], to contact Aava.fi and their representative [EDIT] to share the personal information and documentation that I have provided to ThePOGG.com Ltd for the management of my claim against Huikee Casino.

If Aava.fi and their representative [EDIT] does not confirm that he is allowed to verify and/or comment my personal patient documentation, I [EDIT] forbid ThePOGG.com Ltd, and specifically their representative [EDIT], to contact Aava.fi and their representative [EDIT] to share the personal information and documentation that I have provided to ThePOGG.com Ltd for the management of my claim against Huikee Casino.

The processing of my personal data in this exchange is solely for the purpose of verifying the authenticity of the documentation that I have provided. Specifically, the files I provided by email on the 19th of December 2022, from email address [EDIT], named Doctor's certification [EDIT] and Doctor visit [EDIT]. The processing of my personal information by ThePOGG.com Ltd to Aava.fi for any other purpose is not authorised.

So unofficially and summarised:

First, I give you permission to directly contact my doctor and ask if he is allowed to verify those documents in the first place. 

If my doctor answers "yes", feel free to send all documents to him.

If my doctor answers "no" or doesnt answer at all, you are not allowed to send any of my personal patient documents to him.

Thank you, I will wait when you contact him. Please keep me as copy on all conversation, thank you.

Are you looking into this or not? Why you require permission from me if you are not going to do anything about it? Thanks.

Date – 15/02/2023

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

Ok, please keep me as a copy when having email conversation with my doctor. Thanks.

Br [EDIT]

Date – 19/02/2023

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

Could you please clarify what do you mean? I have given you permission to contact my doctor almost 3 weeks ago, so have you already contacted him or not?

Hi 92naikou,

Yes, we have contacted your doctor with a basic outline of the issue, but at this stage excluding any Personal Identifiable Information. We are waiting on their response.

If you wish to expedite the situation, you can contact your doctor and ask them to provide a response to contact.

Thanks,

ThePOGG

Ok thanks. Why Im not cc as you promised btw? :D

If you contacted him long time ago, there is no point of waiting his answer. Last time I see him in January he told me that "probably I will not answer at all".

Hi 92naikou,

You will be CC'd in as/when we are sharing or requesting any personal information relating to you. At the present time the dialogue is both one-sided and generic in nature.

Unfortunately, if your doctor has changed position from being prepared to speak to us by appointment via an unverifiable phone number to not being willing to offer even a generic response to our inquiries, we have hit a wall in this issue and will be unable to advance your claim further. All we can suggest is that you discuss the matter with your doctor further and encourage them to respond to us.

Thanks,

ThePOGG

As I have stated several times before, he is willing but not allowed. I can advice him to answer even something.

But what if he answers you ”Im not allowed to verify  documents”? Then I have once again contacted him for nothing.

In my opinion I have proven enough that those documents are genuine, for example by taking video when I login to my OmaKanta with my bank-id. It is official government based database. There is exactly the same text as in the document I have sent to you. 

Couple days ago I was suddelnly contacted by another Finnish gambler in Jodel application, who has the same issue with White Hat Gaming and has opened dispute here in The Pogg. Why he is not required to show any medical docs etc?

In my opinion, my case is 100% strong and there is reason to refund me.

I now sent him Aava-message where I ask him to answer your email.

I dont dare to show my face again there because I have contacted him too many times regarding to this case…

I just ask you to be reasonable, please take into the account my previous proof. Im not able to modify OmaKanta anyhow, its read only and most trustworthy database in medical field.

If my doctor answers ”im not able comment”, I still beg you to continue with my case. It would be life changing to me to get refund from WHG, as I can then pay all my debt and move forward in my life.

Br [EDIT]

I received response from my doctor, and he is currently finding out if he can answer anything at all in the first place. He confirmed that he has received your polite email. He instructed me to show you OmaKanta but as we have discussed, you apparently wont take it into the account.

He said it is sure that audio/video call is not possible. This was my mistake as I assumed this would work out.

Im sorry this is so stricted and caused you a lot of work.

Br [EDIT]

Hi 92naikou,

If he answers that he is not allowed, we will manage the case from there. But HE has to provide a direct answer even if it is that he cannot do anything. This entire issue at its core relates to all information from your doctor coming via you.

That's useful to know. We'll await his response and act accordingly.

Finally - do not worry about the work - that's what we're here to do. Sadly, sometime barriers like this one take time to move past.

Thanks,

ThePOGG

Hello. Could you please forward the same email again to my doctor? He has lost the email. Thanks a lot.

Br [EDIT]

Date – 06/03/2023

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,

ThePOGG

Hi 92naikou,

We have resent the email to your doctor.

Thanks,

ThePOGG

Hi 92naikou,

Thanks for your patience.

The crux of your claim comes down to your claim that you sent an email and the operator's claim that they did not receive this email. Alongside this concerns have been raised regarding the authenticity of other documentation you have provided. 

Unfortunately, the doctor who signed some of this documentation has declined to have even the most basic dialogue with this service about any matter. This closes this avenue of investigation and leaves us unable to dismiss the concerns regarding this documentation.

That being the case, we now have to explore other options that can reinforce the claim of one party or the other. 

The email in question was sent to a long list of gambling sites, some of whom we have pre-existing channels of communications with. Our next option is to contact some of these operators to confirm whether they received the email in question. If they did, this would strongly support your claim. Before we can do this we need you to provide your consent to contact and share your information with the below named parties and for the below named parties to share relevant information with us relating to you and your communications: 

- Aspire Global International Ltd
- L&L Europe Ltd
- N1 Interactive Ltd

Once we have the above permissions we'll reach out to the operators in question and undertake the necessary dialogues.

Thanks,

ThePOGG

I give you permission to contact the parties you mentioned.

Although I'm almost 100% certain that no casino will ever admit their mistakes and therefore do not admit they have received any email. However, I never gambled on those casinos you mentioned, so they should not have any reason to claim something else.

I have received 12k€ of refunds from couple of casinos between Oct 22 - Jan 23, still all of them had almost the same explanation to cover themselves: "Due to the multiple recipients, your email went to trash folder and therefore we have not seen it and therefore we are not responsible of your losses. However we are willing to refund your net losses as a gesture of goodwill...".

First of all, It was not mass email as the recipients are as "hidden copies", meaning that every single hidden copy receives their individual email and they are not able to see each other. If hidden copy responds to the email, it forms its own email conversation.

Also, why would any casino pay thousands of euros as "a gesture of goodwill" without fighting, if they did not receive my self-exclusion email? Its because they received the email but they just don't want to admit any wrongdoings to avoid responsibility and to avoid reputation damage. Everyone who got refunded would take it without questioning the reason behind (as I also did). I understood the reason later.

As I told you before, about one month ago I was contacted by another Finnish gambler who has the same issue with White Hat Gaming. Apparently his complaint was opened in June 2022. WHG is dirty as hell and they just take advantage of problem gamblers, collect their money and then denies everything.

Eventually all of this was for nothing and you leave me empty handed.

Little correction to my previous message:

Those casinos who have paid the refund, have admitted they have received the email, but still avoiding the responsibility by making up excuses.

The whole business is all over corrupted and ran by mafia, which is one reason I'm not gambling anymore.

I forwarded one refund email to you, with separately recorded video where I locate the correct email.

Date – 20/03/2023

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,

ThePOGG

Why is this taking so long? I have waited over 6 months now. Other casinos have handled my complaint and paid the refund within a week.

There is one casino where I sent the same closure request email and I used the same Icloud email as I used for registering Huikee. They handled my complaint in a week and paid the refund as I demanded. It is exactly the same situation as here. The only difference is that Huikee (and the whole WHG) systematically lets problem gamblers to register and lose their money and then deny all responsibility, despite the fact that they were informed beforehand.

There is a clear alignment among Maltese casinos: no casino ever admits that they have received any closure request email, which is why they dont have to admit their mistake. However, some casinos still pay the refund to make complainants quiet. Why would they pay if they did not do anything wrong? Its because they know their wrongdoings, but they dont want to admit it.  Its easier just to pay "goodwill" because then complainant is satisfied.

Hi 92naikou,

We've now concluded our investigation and sadly we cannot uphold your claim.

Over the course of this process we have now spoken with four licensees. White Hat Gaming claim that they did receive an email from you, but that the text of this email contained the email address "[EDIT]@hotmail.com" and not the email address "[EDIT]@icloud.com" as was shown in the screenshot and video you provided.

The three other licensees were simply asked if they received any emails from you on the date in question and if so to provide screenshots of the email they received.

One of the three licensees informed us that they did not receive any emails from you on the date in question.

The other two licensees returned that they did receive a single email from you, and both returned screenshots of the email they received. In both cases, the screenshot returned showed the email address "[EDIT]@hotmail.com" and not "[EDIT]@icloud.com".

As the other 3 licenses were not informed of what we were looking for - that the email text contained the @icloud.com address - there is no possibility of the deceptive practices that you have implied above. Two of three openly admitted that they had received a request from you.

My guess would be that you sent two very similar emails that day, one with the @hotmail.com address in the text and the other with the @icloud.com email address in the text. Three out of four operators have confirmed that they received the email with the @hotmail.com address, so this one was delivered successfully.

None of the four licensees we approached received the email containing the @icloud.com email address. 

What this tells us is that the email that your screenshot/video showed was not successfully delivered. Furthermore, given that four independent groups running their own unique mail systems did not receive this mail, this makes it highly unlikely that any potential technical issues with the delivery of this email presented at the operator's end.

Where the fault cannot be reasonably attributed to a failure in the operator's system, they cannot reasonable be expected to have acted on an exclusion request that they did not receive.

I'm sorry that we cannot deliver the outcome that you had hoped for.

ThePOGG

Thank you for your input regarding to my complaint.

Luckily I already have evidence from my previous  cases in Maltese court so I have to proceed accordingly.  

I hereby withdraw my case from the Pogg and take actions myself.

While this player asserts that they sent a self-exclusion email request, it can be confirmed via multiple 3rd parties that this request was not received by the operator.

In November 2021 I sent email to several casinos, i told that I have serious gambling problem, and you shall not let me open account now or in the future, including sister casinos. The email was sent to 2 White Hat Gaming casinos. I included all necessary information (name, birthday, address, email) to prevent me open the account or continue gambling. I sent two identical emails to every casinos, the only difference was email address(one included [EDIT], one included [EDIT]). Despite my blocking request, Huikee let me register with icloud-email. Huikee-casino says that my another email (hotmail) was blocked but icloud was not. Huikee claims that they never received email that included my icloud email. Which is a lie because still have the email in my sent-box and I have screenshot from it. Im 100% sure they thought that the second email was spam or accidentally sent, and deleted it (they missed that the email address in email was different). So I was able to open account with icloud email and during summer 2022 lost 33105€ to their casino and destroyed my life due to my gambling problem. I offered them 50% refund due to their actions but they refused to pay it. In addition, they told me that I have deposited 78000€ in couple of months, which is a very large amount of money, when taking into the account that my monthly salary is only 3100€ (Huikee knew all that due to their KYC process). Those amounts should have been flagged me. Also, during KYC process i sent my bank account statements, where you clearly see I have gambling problem. Because of Huikee's negligence, Im now full of debt. I have screenshots of all conversations with Huikee, and I have screenshots of the original email sent back in Nov 2021 which included the correct email. They just try everything to avoid paying for their mistake. Please ask additional documents, I have everything stored. I have reached help from my work health care, but if casinos cant prevent me playing even if i asked block, who will?

Huikee - Self exclusion and responsible gambling

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