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Hi mexes92 - 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 Fairload 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.

If you have any questions about the above, let me know.

Did you contact the operator - before the expiry date of the promotion - to discuss the issue that the lower limits created for you completing the wagering requirements in the given time?

Thanks,

ThePOGG

Hello!

at first, thank you for your help. I will answer now to your question if i had contact with the operator.

Of course i have. I made them several proposals to help me. I asked him to set up higher limits, extend the offer time and also have asked if the bonus funds could transfered to casino so i can fulfill the wagering requirements in casino.

As i said i could provide you with all the necessary informations in form of screenshots and also i could send you the mails which i have from LVBet.

Thank you again.

Hi mexes92,

Please forward all emails relating to this matter to <a href="mailto:complaints@thepogg.com">complaints@thepogg.com</a>.

Thanks,

ThePOGG

Hi mexes92,

I'm following-up on the above?

Thanks,

ThePOGG

Hi mexes92,

If we haven't heard from you by Friday the 5th of May we will assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

Hello! 

i am very sorry, i havent received a message, that you need my assistance. 
Please open the complaint, i will send you all the mails which i have promised.

Thank you.

Hello,

i already send you the necessary informations. Could you open the case again? Or should i open a new one?

Hi mexes92,

Thank you for your email.

There are two aspects to this claim that would appear to preclude any grounds for the standard promotional expiry date being required to be extended:

i) Achievability - A remaining wagering requirement of €1600 with a max bet of €10 is only €160. Across 7 days, that is only 23 bets/day. While I do appreciate that it may have been challenging to find that many bets on matches that you liked, but across all sports and including Live betting, there are thousands of betting opportunities every hour. This does not appear to be unreasonably onerous.

ii) Communication with the operator - You do not appear to have made any significant effort to raise any concerns with the operator. The entirity of your communication appears to have been (translated) "the total quota of the coupon is too high. Please reduce these by removing some selections". This doesn't make any reference to any limits having been applied to your account since the point that you accepted the bonus. All it really indicates is dissatisfaction with the wagering requirements.

Why do you feel that it was not reasonably achievable for you to complete 160 wagers in 7 days? Was there further communication with the operator that went into greater detail about this matter?

Thanks,

ThePOGG

Hello,

it was not possible, because only accumulator bets with two selections count to the bonus terms. And the max stake of 10€ was only at matches of champions league, but not at bundesliga, or premier league.  And on lower leagues there was also a limit which was nearly zero.  (see screenshots) So in my opionion, there was no chance to fulfill the bonus terms.

I agree with you that live are also a lot opportunities but as i send you, i was not able to place a bet because the bookmaker limited my stake nearly to zero. I even tried to play with cents, but that was also not possible. 

The odd of the coupon is too high  was only one thing which i told the operator.  I know the general terms and i was OK with them, but as i said, there are not archieveable, when there is such a limit on my account. I often used this bonus and bet with 100€ stakes. If i had this stakes also at this offer, there never have been such a problem.

I hope you understand my situation. and thank you for your effort!

Hi mexes92,

To be clear, you are asserting that the maximum allowed bet that you could place anywhere on the site, on the accumulator bets that were required by the bonus terms and conditions, was less than €1?

From what you're describing above it sounds like a) you've only looked at those matches that you would like to bet on, not the full selection of options available and b) you still do not appear to have communicated this issue to the operator's team in any clear fashion when you encountered it.  It seems likely that had you discussed this matter fully with the operator's support, they would have been able to highlight the bet options that were available to you to meet this wagering requirement.

Thanks,

ThePOGG

Hello again,

No i tried different sports and also pre and live bets. And yes, the stake was very often less than 1€ and thats why i said, it was impossible to fulfill the requirements.  Sometimes i tooked two selections and i could not place a bet because the system says, the total odd is too high (i send you the picture of this)

I communicate this to the operator several times and also make some proposals but the operater denied every single proposal. The operator says, i should bet on popular leagues (which i did) but there was still to less options and to less limit, that i could reach the bonus requirements.

Still hope you understand me. Thank you.

Hi mexes92,

Do you have any records of the several times you communicated this to the operator?

Thanks,

ThePOGG

Yes, i have a conversation with 23 mails to and from LVbet. Should i send you this conversation?

Regards

Hi mexes92,

Yes please.

Thanks,

ThePOGG

Hi mexes92,

If we haven't heard from you by Friday the 14th of July we will assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

Hello!

sorry i was on vacation. Where can i send the conversation?

Hi mexes92,

If we haven't heard from you by Friday the 28th of July we will assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

Good Morning!

I have forwarded the whole canversation to the correct e mail adress. Please tell me your feedback asap.

Thank you again!

Hi mexes92,

These are just the same screenshots that you sent through on the 9th of May again. There is no new information included here. 

Please see our response above on the 16th of May.

ThePOGG

Yes, i do not have more screenshots and conversation. But i think there is enough information included :)

Hi mexes92,

We disagree. We would not have requested the additional information if it was not required. Please provide the requested information. 

ThePOGG

Hi mexes92,

This is the last time we are going to ask you to provide the information we have requested.

Where you refuse to provide evidence that we reasonably view to be relevant to your claim you are obstructing our work and wasting the time and resources of this service. If you fail to provide the requested information we will cease any further involvement in your claim and close this case.

ThePOGG

Good Evening,

i know this is not an easy work, but i have provided all informations which i have. And in my opinion there is enough to make a decision. 
the headline is still clear: LVbet limit during rollover so i cant fulfill the terms. And in my informations all is visible that proofs this complaint.

Hi mexes92,

We've already given you a decision on the 16th of May based on the information you have provided. 

You have stated "Yes, i have a conversation with 23 mails to and from LVbet. Should i send you this conversation?" when we asked for more evidence, but we have not received anything beyond what we had in May.

If all that you can provide to evidence you informing the operator of this issue is the screenshot where you state "the total quota of the coupon is too high. Please reduce these by removing some selections", then I'm sorry to say that you have not communicated the problem to the operator in a clear or timely fashion (i.e. before the expiry of the bonus). Looking to address this after the fact rather than simply speaking to the operator at the time is not reasonable. It is not grounds for us to require the operator to take any action.

ThePOGG

I read the whole conversation again and from my side i tried everything. I also have the feeling, you havent read all my messages exactly. i described everything in detail and showed to you, that a fullfillment of terms was not possbile with this stakes and this requirements. Please read again what i have written to you and find a final decision. Thanks.

Hi mexes92,

We have read all your communications thoroughly and you have received your final decision on this matter from us.

You still have not provided any evidence of you informing the operator of this issue.

We're sorry you are disappointed with this outcome, but there is nothing further we can do to assist you.

ThePOGG

I am sorry, but it seems you havent read all my conversations which i have send you. Because even the operator said, he could not do anything and so he already know whats the matter. I make several proposals to avoid the canceling of the bonus money but no one was accepted. 
as a simple player i do not know what i have could do more than this? Please tell it to me.

Hi mexes92,

Nothing in the communications that you have provided to us evidences you contacting the operator in advance of the expiry of the bonus to robustly explain the problem you were having. When we've asked you to evidence that you did do this, you've provide nothing more than the information you provided in May.

We're sorry you are disappointed with this outcome, but there is nothing further we can do to assist you.

ThePOGG

thats not correct. On 12th March i ask LVbet to extend the bonus timeline to complete the rollover. Then i send them a screenshot, where they see the limit and so i ask if i can get higher limits. But they declined all my proposals. So what i have could do more?
they do not coporate in no case and so you are my last chance

Hi mexes92,

It is our opinion that you did not provide an adequately clear explanation of why the operator should have acted outside of their standard terms and conditions to have reasonably expected the operator to do so. A single line communication does not explain this issue.

I'm sorry but there is nothing further we can do to assist you.

ThePOGG

Found for the Operator - This player claims to have been unable to complete their bonus wagering requirements, but has been unable to evidence any efforts to communicate the issue to the operator.

Dear Pogg,
 
 I contact you regarding a cleary [EDIT] from bookmaker LVbet. This company is operated from Fairload Ltd which is also licensed at MGA/B2C/282/2015.
 
 On 08th March i claimed a 100% up to 100 EUR Reload Bonus for Sports (i used this offer many times). I had luck an won a combo bet at Champions League and Europe League. The stake was 200 EUR and i won 2842 EUR. One day later i want to place a bet again, but i was limited to low stakes. I still had to rollover 1600 EUR in a timeframe of seven days! I tried everything but also at higher leagues i could bet max round about 10 EUR. The problem was, i had to rollover with combi bets but there was not so much games in this seven days. I tried also live bets and other sports but the limits were lower either they do not accept my bets. On the last day i had an balance of 3000 EUR. I am pretty sure, that i have fulfilled the rollover terms if LVbet has not limited me.
 
 So i complaint this [EDIT] behaviour and want my complete balance back. Please reply to me than i send you some screenshots from bets which i have tried to make and something else ( because there were no upload form). If you need more informations do not hesitate to contact me via mail or via phone.
 
 Thank you in advance!

LVbet - limits during rollover

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