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Hi st1rry - welcome to ThePOGG.com.

Please ensure you have read our <a href="https://thepogg.com/guides/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 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.

How specifically did Mahti "provide [you] with the information, that bonus buys are accepted during the wagering"?

Thanks,

ThePOGG

Mahti Casino provided me with the information when I asked them from the customer support via email directly, that are bonus buys accepted during the welcoming wagering bonus and the answer was yes, they are accepted. My win was then declined, because during the wagering, I did some bonus buys that excessed 5€ bet size. The basic bet size was way under 5€.

So what's the point? Bonus buys are accepted during the wagering, but then they are not? There isn't even any bonus buy games that allow you to bet under 5 euro bet size.

Why this feels extremily unfair, is that some other casino providers with similar guidelines seem to be fine with similar situations

Hi st1rry,

Please forward on this email chain to <a href="mailto:complaints@thepogg.com">complaints@thepogg.com</a>.

Thanks,

ThePOGG

Hi st1rry,

Thanks for your email. However, we're not looking for screenshots of your email conversations. Please forward the actually emails themselves.

Thanks,

ThePOGG

Sure, I did now. Just thought to add that up just in case in clarifies the situation, since the e-mail chain and discussion is long

Leave a reply in case you'd need the whole e-mail chain for from both customer support and complaints teams, if that's what you'd need. There is like 30+ emails exchanged and they are separate chains. It'd take me a while to bunch them all together

In short again, the win was declined, because I did a bonus buy that excessed 5€ during the wagering, which doesn't really go into my head that why are bonus buys accepted if you can't even buy them to start with? Which makes me think that's just misleading and the fact that some other casino providers are accepting such conditions

Kindly,
st1rry

Hi st1rry,

Thanks for your email. Having reviewed the communication, the agent simply informs you that bonus buy features are not prohibited whilst playing with a bonus. They do not give any instruction that you can engage these features at more than the maximum allowed bet defined by the bonus terms.

Having reviewed the slots on offer at Mahti Casino, there are indeed bonus buy features that you can engage for less than the maximum allowed bet.

Sorry we cannot be of further help.

ThePOGG

Well, was worth a try I guess, but still feels lame.

The operator's support team did not misinform this player about Bonus Buys being available during play with a bonus nor did they say they were not subject to max bet terms.

Mahti casino decided not to pay me a win, since I had bet over 5€ during a welcoming bonus. However, at the same time, Mahti casino provided me with information that bonus buys are accepted even if it excesses 5 euro bet size (example: 80 cent bonus buy, turns into 80 euro bonus buy)
 
 So Mahti casino then rejected the payment where I won a lot. For other trusted casinoes such as Bettson, I have asked, and it is fine for them, to do a bet size for 80 euro during a welcoming bonus, but not Mahti Casino.
 
 Mahti Casino later on provided me with 225€ as a solution and I promised to leave the subject there, but afterwards I discovered from other casinos, so I got back to it (my win of 4800€) so I got the situation open for resolving
 
 Mahti Casino is saying that they denied the win on bets excessing 5€ on the welcoming bonus, but at the same time they have provided me with the information, that bonus buys are accepted during the wagering. 
 
 There is not even any games available that you could buy a bonus buy on under 0.05 cent bet buy (5€)
 
 Other casinoes are thinking different. I think Mahti Casino in this sense is just using faulty misdirecting guidelines and fraud, in order that they shouldn't pay the fair win I received, for their own needs

Mahti Casino - not paying due to bonus guidelines

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