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Hi kappe156 - welcome back.

Please copy and paste the full communication that you received from the operator detailing their grounds for non-payment.

Thanks,

ThePOGG

First they sent me this.

Kindly be informed that I have checked the matter of your missing payout and was informed that your payout was one of the affected ones. We had a general delay in payment system due to technical issues. Our team is working on it in order to resolve it as soon as possible. Unfortunately, it takes a bit of time as we need to retrace each payout.

Let us know if you have more questions, we are happy to help you!


After that one they sent me this

I hope this e-mail finds you well.

I would like to use this chance to emphasize the importance of our Terms and Conditions, which you have agreed to upon registering. With that being said, please note that we have zero tolerance when it comes to inappropriate play, bonus abuse, player’s collusion and/or fraudulent activity. As stated in our Terms and Conditions, any violation of the established rules and guidelines may result in the closure of an account, including the cancellation of any payouts.

Given the fact that you have made a direct breach of these terms, our relevant department has decided to conduct a thorough investigation, and once this has been concluded, they have decided to terminate the processed installments as discussed with our payment provider. Please note that the cancellation of your processed payouts is in accordance with our policies, which stipulate that funds acquired through violations of our Terms and Conditions will be forfeited.

Therefore, in accordance with our Terms and Conditions, it has been decided for your account to remain closed permanently, with no chance of overturning this decision.

We understand that this may be disappointing, and we apologize for any inconvenience caused. However, we strongly encourage you to thoroughly review our Terms and Conditions to ensure a complete understanding of our rules and guidelines for future reference.

Let us know if you have more questions, we are happy to help you!


There is also some previous messages where  I asked for my withdrawals and they were saying that they had payed them already etc I can send those too if thats needed

Hi kappe156,

I'll contact the operator and see what we can find out for you.

Thanks,

ThePOGG

Date – 02/07/2023

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

Date – 09/07/2023

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

Date – 16/07/2023

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

Date – 23/07/2023

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

Date – 30/07/2023

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

Date – 06/08/2023

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

Date – 13/08/2023

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

Date – 20/08/2023

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

Date – 27/08/2023

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

Date – 03/09/2023

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

Date – 10/09/2023

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 kappe156,

After a lengthy dialogue with the operator regarding this matter, we have sadly reached an impasse. 

The operator has provided a variety of explanations for their decision to withhold payment, but the crux of the matter is that they are unhappy with the fact that you have signed-up with several properties on their license, claiming bonuses at each, and playing in a manner that would provide you an advantage over the house.

While we certainly would agree with the operator that your activity pattern is not one that is indicative of a profitable customer, and that you should be restricted from any further access to their services, the plethora of terms that the operator has asserted that you have broken do not withstand scrutiny. Between vague terms that would not, in our opinion, be considered valid under EU consumer law and terms that the operator has tried to present as prohibiting activities other than those that the terms literally detail, we have been unable to identify a single instance of any clear or valid term that has been violated. That being the case, while we would support the operator banning you, we cannot support non-payment of the balance in contention.

All we could suggest is contacting the operator’s ADR, MADRE, or alternatively considering taking legal action. 

Sorry we could not be of further help.

ThePOGG

The operator has been unable to demonstrate any clear breach of terms in our opinion and as such we cannot support non-payment of the player in this case.

So I have played on this casino a long time now like half a year and had no issues before, but now when I won on 2 different deposits they are refusing to pay me, they told me that I was bonus abusing.
 
 Idk what is bonus abusing on how I play I dont use any glitch or anything.
 
 The bonuses I played was some bonuses they offer me everyday and I have played like 30 of those bonuses or something like that but now they are refusing to pay. I really dont know what to do with this case pls help

Rembrandt - Not paying my winnings

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