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Hi sukesh - welcome to ThePOGG.com!

Before we can do anything to assist you, you need to provide your full name.

Thanks,

ThePOGG

Hi Pogg,
There is no update from your end yet

Hi sukesh,

To be clear, your first name is Sukesh and your full surname is "MS"?

Thanks,

ThePOGG

Yes, 
[EDIT]
In India we call it as initial it included my village first letter and my father's first letter.

Whats the update on my query here please, as since highlighting my issue there is no update anything

Hi sukesh,

When you ask us to process your personal information, you are engaging a legally binding contract with us.  You cannot do that with only initials. As we have not had a legally binding contract until this point, no action has been taken on this matter so far.

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 N1 Interactive Ltd 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).

– You are not obliged to obtain independent or legal advice or representation, though you may choose to do so.

Please quote the reason that the operator gave you for non-payment?

Thanks,

ThePOGG

Operator said that, winning amount can't be withdraw it because, the amount which is won by wrongly provided bonus(wrong bonus has given and it's a human error ).  
As they have provided 1000 euro bonus which I have to wager 10 times to convert the bonus money into real cash. And, i have wagered more than 10000 euros to convert it. And after wagering the required amount i placed the bet and made 2000 euro. While tried for withdrawal they have cancelled it and provided the reason. 
And, I'm confirming you here.  Whole these process took 3 days. And, they have provided another bonus (around 9 euros) as monthly cashback bonus while still wagering the earlier bonus which 1000 euro.

Hi sukesh,

Can you please forward all communications you have had with the operator about this matter to <a href="mailto:complaints@thepogg.com">complaints@thepogg.com</a>.

Thanks,

ThePOGG

Dear Pogg,

The communication details mails has been shared with the mentioned mail. Please check and revert.

Thanks,
[EDIT]

Dear Team,

Any update on this please

Regards,
[EDIT]

Dear Pogg,

Hope u found my mail which u asked. And, expecting the update on this please.

Rgrds,
[EDIT]

Dear Team Pogg,

Could u please let me know the update on this please.

Rgrds,
[EDIT]

Dear Team Pogg,

Whats the update here please. 

Rgrds,
[EDIT]

Dear Pogg,

Could u please update the status as it's been many days there is no hint of it.

Regards,
[EDIT]

Dear Pogg,

I haven't been heard anything since 19 April, please update me about the case.  As i have already sent requested mail communication details through mail.
Please help.

Regards,
[EDIT]

Date – 01/05/2023

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

Dear Pogg,

Thanks for the update,  hope it will resolve soon.

Rgrds,
[EDIT]

Dear Pogg,

Is there any progress please update.

Rgrds,
[EDIT]

Dear Pogg,

Is there any update on this. Please update.

Regards,
[EDIT]

Dear Pogg,


Is there any progress on my query, please update.


Rgrds,
[EDIT]

Dear Pogg,


Since the complaint has been highlighted a month ago,  and no updates since a week, hope there is development regarding the issue and resolved soon.

Regards,
[EDIT]

Dear Pogg,

Whats the update on this? Have u got any response from instantpay team?

Regards,
[EDIT]

Dear Team,

Whats the update here it's been 35 days. 

Regards,
[EDIT]

Date – 11/05/2023

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

Dear Pogg,


Is there any update on this?

Regards,
[EDIT]

Dear Team Pogg,

What happened my concern

Regards,
[EDIT]

Dear Pogg,

It's been almost 40th day since I have highlighted this concern to ur notice. But, there is no hint of progress on this, please let me know whether the instant pay is not replying. Why this is taking such a long time.

Hence, got the response twice from ur end saying work is on going but, no development yet.
Please help on this as soon u can.  Or help me with whats their response.

Regards,
[EDIT]

Dear Pogg, 

They have sent a mail regarding this query and added 61.5 euro of cash to my account out of 2000 euro of withdrawal cancellation and said the matter is concludes.
How can they come to like this conclusion  while made the mistake.  
My thought is here that if mistake happens they should provide balanced resolution which should fair both of us.

Regards,
[EDIT]

Hi sukesh,

We've reviewed this matter and and <strong>we</strong> instructed the operator to return a balance of €61.50.

The situation here is that you were issues a no deposit bonus of €1000 for reaching a VIP level. This is a one time issue bonus and you had previously received this bonus. 

As this was a no deposit bonus, you were not put at any disadvantage by the operator's error and the operator's terms of use do clearly allow for the removal of any bonus/winnings attributed to said bonus, if a bonus was issued in error.

The second time you were issued this bonus was a clear error.

However, while you were playing this bonus, you also were awarded your weekly cashback of €9.50, which carried a 10xbonus wagering requirement. Ignoring the no deposit bonus that you should not have received, at the point where you concluded the wagering requirement for your cashback, which you were entitled to, you had won a total of €52. Adding the cashback bonus on to this, we get a total of €61.50 which can be considered legitimate balance in this circumstance.

While I understand this will not be the outcome you were hoping for, there is no grounds for us to consider a balance derived from a no deposit bonus that was clearly issued in error legitimate.

Thanks,

ThePOGG

Dear Pogg,

This is to inform u that, monthly cashback 9.50 euros was not 10x wager requirement infact it's wager free bonus. 
And, as u mentioned  I had won 52 euros but, u had considered 10x wagering out of 9.5 bonus which should not be considered the bet as it is wager free bonus and if 9.5 bonus * 10x wagering, u had ignored 95 euros which suppose to add it into my account.
Hope u got my point.
Please help me to adding 95 euros to my account ASAP.

Regards,
[EDIT]

Dear Pogg,

I hope u understand my point, as u mentioned it's 10x bonus but which is wager free bonus as per operators rules and regulations.  And, if u considered as 52 euros of winning u have ignored 
my 10x wagering.  (9.5*10=95 euros to considered as 10x wager which u haven't added).  

Please re check and help me to add ignored 95 euros to my account. 

Regards,
[EDIT]

Hi sukesh,

I've reviewed the terms and conditions and you are correct that your cashback was wager free. Unfortunately that does not work in your favour in this situation.

You were not entitled to the €1000 that the operator incorrectly credited to your account. The operator were within their rights to consider this balance void. The only complication was that you had received your cashback in the middle of play with this incorrectly credited bonus. 

The way this was addressed was to consider your play immediately after the cashback bonus was credited until the point that the cashback bonus wagering requirement was completed. Had you at any point during this wagering dipped below your starting balance (the balance immediately after the cashback was credited) you would have received nothing as your entire valid balance would have been lost. Fortunately for you, you never dipped below your starting balance and actually ended up a total of €61.50.

If there is no wagering on the cashback, there are only two possible ways to address this:

i) Consider all play after you received the cashback and if you did not dip below the starting balance you would be entitled to the win less the starting balance. Unfortunately you did dip below the starting balance on a number of occassions after receiving your cashback, meaning that you'd lost all of the cashback and were back to playing with void funds.

In this circumstance, you would not have been entitled anything.

ii) Ignore the cashback entirely and simply have it reinstated.

In this circumstance, you would have received €9.50 back.

So you've actually benefitted by €51.50 due to the operator's error in informing us that there was a 10x bonus wagering requirement associated with this cashback.

Thanks,

ThePOGG

Dear Pogg,

As I mentioned most of the things are correct from my side still nothing in favour of my side,  Everytime they can't make error i guess.

What I'm expecting here is, happened is happened i just expecting 100 euro of 10x loyalty bonus to my account as compensation. Let's wind up the concern. 

Regards,
[EDIT]

Hi sukesh,

We're not here to award compensation.

We have reviewed your claim and we have ensured that you were paid what you were entitled to. In fact, you have already received more than you are entitled to.

I'm sorry you are not satisfied with this outcome, but there is nothing further we can do to assist you.

ThePOGG

Dear Pogg,

U have mentioned that, i had got more than what i entitled to be.  But, u haven't considered my time of 3 days just for their mistake. I would not have contacting u guys if there was something wrong.  Even i been agreed that, it's a human error and cancelling the winning amount of 2000 euros. 
I really appreciate your effort to resolving my issue.
I just felt why should customer get suffer due to their mistake. And, u know that, if any mistake from our side they will not agree at any cost. 

Regards,
[EDIT]

Hi sukesh,

We are here to review the fairness of your gambling, not to award damages. If you are looking for damages you need to pursue your claim via a courts.

There is nothing further we can do to assist you with this matter.

ThePOGG

Dear Pogg,
 
Thanks for your support. Please close the concern.

Regards,
[EDIT]

This player has been refunded the funds that they were entitled to based on the bonus that they rightfully received and not the bonus that was received due to human error.

My 2000 euro of withdrawal amount has been cancelled by instantpay casino team, and saying the amount won by wrong bonus, the bonus they have provided on 1st of April and i tried to withdraw it on 3rd of April. And they cancelled it on 3rd April. Inbetween on second they had provided another bonus as well. And, my question is if it is wrong bonus why did they allowed me to play it and finish the required wagering 10000 euro, what they were doing whole 2 days. Why they have cancel it while I come up for withdrawal. And, why should we suffer when it is their mistake. They should pay for their mistake. 
 I urge u to help me getting the winning amount of 2000 euros back to my account.
 I was regular instant pay since last 3 years. Having some loyalty. Request u to do the needful.

Instantpay Casino - Withdrawal cancellation 

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