Android Phone

Android Tablet

iPad

iPhone

Windows

Euro

1x2 Gaming

2by2 Gaming

4ThePlayer

Ainsworth

Alchemy Gaming

Amatic

Apollo Games

Bally

Bally Wulff

Barcrest

Betsoft

Big Time Gaming

Blueprint Gaming

Booming Games

Crazy Tooth Studio

Electric Elephant

Elk Studios

Fantasma Games

Fortune Factory Studios

Foxium

Gameburger Studios

Gamevy

Genesis Gaming

iSoftBet

Just for the Win

Kalamba Games

Leap Gaming

Max Win Gaming

Microgaming

Neon Valley Studios

NetEnt

NetGaming

NextGen Gaming

Nolimit City

Northern Lights Gaming

Old Skool Studios

Oryx Gaming

PariPlay

PearFiction Studios

Play'n Go

Playson

Pocket Games Soft

Pragmatic Play

Push Gaming

QuickSpin

Rabcat

Red Rake Gaming

Red Tiger Gaming

Red7

ReelPlay

Relax Gaming

Ruby Play

SG Digital

Shuffle Master

Silverback Gaming

Skywind

Slingshot Studios

Snowborn Games

Spearhead Studios

Spinomenal

SpinPlay Games

StakeLogic

Sthlm Gaming

Swintt

Thunderkick

Triple Edge Studios

Wazdan

Yggdrasil Gaming

Mount Gold Casino

VISA

Master Card

MiFinity

Jeton

Trustly

Paysafecard

Skrill

Neteller

Much Better

Neosurf

Chat

Hi svettrulle - welcome back!

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 Infiniza Limited 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.

Firstly the requirement to conduct KYC at the €2k threshold is not a responsible gambling check. It is an anti-money laundering/funding of terrorism check. 

Furthermore, even while KYC checks of this nature are ongoing, there are no requirements on the operator that would prevent them accepting further deposits.

While failure to engage this check at the appropriate junctures, and to be clear it is not as straight forward a a flat rule of €2k, might be grounds for regulatory sanction, it would not form the basis for a refund of losses to the player in question.

Secondly, we manage complaints against this operator on behalf of the MGA. The regulator will simply direct you back to this service.

Moving on, how which sites did you self-exclude with? When? For how long? How did you engage these self-exclusions? Was it via the in account tool? Live chat? Email?

You may find our free Responsible Gambling app <a href="https://betblocker.org" target="_blank">BetBlocker</a> useful. It allows users to restrict their internet capable devices from accessing over 18k gambling operator websites for between 24 hours and 5 years.

You can also find information on the various support agencies available to support you in your country in our <a href="https://thepogg.betblocker.org" target="_blank">Responsible Gambling Directory</a>.

Thanks,

ThePOGG

Hello and thanks for the respons.


Mountgold, Amok, Refuel, Unlimit, Goldroll, Gemler, Spinero, Overload, Monsino is part of the same license number and i have been playing on all of them. 

I self excluded via chat and email. And this before they asked for documents.  The weird part is that i could play on for example Mountgold if i were blocked from Refuel casino.
 
After i mentioned i was blocked/self excluded on Refuel, i got blocked from that casino. But i could still play on the other casinos. 

I had my case on a different ADR and it took a while before i got an answer, where it said they arent the correct ADR and directed me to you (Thepogg), but this was a while and the case was first taken to Mountgold casino as a complaint, but got denied. 

And at this moment i couldnt reach out to you, because site was down. For how long i dont know. 

I sent the complaint first time 20/8-2022 and before that ive been playing from around january and april/maj.

Sorry for a long text and sorry for some broken english parts, since it is early morning for me and working night.

I have been playing through january and july, sorry for the wrong months. I had to double check the prints i had of the amounts deposited.

Hi svettrulle,

Can you please forward all communications you have had with the operator about this matter, all communications you have had with the other ADR and any copies of your Live Chat/email self-exclusion requests at all of these operators to <a href="mailto:complaints@thepogg.com">complaints@thepogg.com</a>.

Thanks,

ThePOGG

Hello.

I sent yesterday and today some pictures, i hope that will be good and enough.

Cheers

Hi svettrulle,

Firstly - as is clear from your exchange with the operator, you played via BankID. That being the case, the operator is correct in asserting that the necessary verification checks that would be required at €2k are conducted immediately at point of play via confirmation with the BankID system.

Secondly - you state above "I self excluded via chat and email." Can you please forward the email chain where you requested your self-exclusion?

Thanks,

ThePOGG

But why would they shut down one or more other accounts saying i need to verify my self and source of wealth? Plus i cant login because its an old number thats not mine anymore. 

Like i said, i cant login to my account and i couldnt save all of the pictures on my phone. 

I have emails saying they wanted me to upload  sow, AFTER the self exclude/block was done and after the  ive been putting money on the account. 

I will send that picture.

Hi svettrulle,

There are many reasons that a Source of Wealth check may be triggered. That you've been asked to engage this doesn't demonstrate anything.

Again - you state above "I self excluded via chat and email." Can you please forward the email chain where you requested your self-exclusion? We need to see that email chain.

Thanks,

ThePOGG

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

Hi svettrulle,

If we haven't heard from you by Friday the 8th of September we will assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

The submitting complainant has become non-responsive to our repeated requests for additional information. As such we assume they have resolved their issue on their own.

Hello. 
 
 
 I have been depositing a lot of money into mountgold casino. I was reading mountgold casino rules about deposit 2000 euro or more,that they should ask for my documents. Instead they have letting me play on the site for a while with different deposits and etc.
 
 I lost a lot of money and i feel if they would have been correct and been asking for my documents,i prob would not have been losing this much and play this much.
 
 I wish there for to get my money back what i have deposit over the months i played here. I will send you a picure of the rules aswell. And im about to contact mga about this aswell.
 
 I have proof of deposits before and what i lost etc.
 
 I locked myself from playing on this site.
 And after i emailed them about this,i got on my profile to upload documents. Its kinda too late now when i already been depositing over 4000 euros in a short period.
 
 
 
 I have pictures of the dates,how much i deposit etc.
 
 They let me play even i was self excluded on their other sites within same license number etc. 

Mount Gold - Let me play even that i deposited over 2000 euro 

To submit an online gambling complaint, register a new account or log in.

Create account

Log in

Got a complaint about a gambling site?

Casino Review Site Logo

Log out

Account

Title

Complaint Details

Posted By

Disputed amount

Date raised

Date closed

Player’s Complaint

To protect the privacy of our users, all personally identifiable information has been redacted. If you see anything we've missed contact us at complaints@casinoreviews.com.

Player's Complaint

Player Complaint Responses

Complaint Title

This complaint may have been archived. If you are looking for information about your complaint, please contact us at complaints@casinoreviews.com