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Hi james82 - welcome to ThePOGG.com!

Before we can do anything to help you I need you to provide me with the username and email address you use at BETAT. Once I have those I'll contact the operator and see what I can find out.

I also need to know what country you are resident in.

To answer some of your other questions:

- We are Slotty Vegas' appointed Alternative Dispute Resolution service so they are right to direct you to us. We're already aware of the wider issues involved here and are investigating the operator's claims.

- You are only covered by our Deposit Guarantee seal if you've signed up via links on this site. I suspect you're only aware of this site as you've been directed to submit a complaint here by the operator, but if you think you have signed up via our links let me know and I'll confirm.

Thanks,

ThePOGG

Hi james82,

In response to your email:

I understand your frustration but at the present time I don't have any new information for you. The issue is still in the process of being investigated. When we reach a point where we can give you new information I'll ensure you're informed.

As to the Deposit Guarantee - While I'm very happy to hear that you use the site regularly the terms of the guarantee are very clear that you need to sign-up through the links offered on this site. If you have done that let me know and I'll confirm this so we can review this issue under the Deposit Guarantee terms as well.

Thanks,

ThePOGG

Hi james82,

I can now confirm that the complete complaint file has been received from the operator and reviewed and that there is now an ongoing dialogue with the UKGC regarding various issues raised by this situation that needs to be concluded before a final ruling can be made.

I'll provide further information as/when it is appropriate to do so.

Thanks for your patience.

ThePOGG

Hi james82,

Unfortunately while our investigation has concluded there is still an ongoing dialogue with the UKGC regarding this issue. As such it seems unlikely at the present time that we will be able to deliver a final decision within the standard allotted time frame for ADRs (90 days from the point of receiving the complete complaint file - though we are counting from the submission of the complaint in this instance) and as such are obligated to provide you with that information and a proposed time frame within which we feel we should be able to reach the end of this process.

It is our objective and intention to bring this issue to a close as soon as possible. Your complaint already vastly exceeds the average complaint time for our service. However, given the involvement of outside agencies it is impossible for us to give an accurate assessment of how long the wrap up of this issue will take. On that basis we will extend this deadline by a further 90 days with the hope of reaching a conclusion far sooner. 

I will keep you updated as and when we receive actionable information from the UKGC.

Thanks for your patience,

ThePOGG

When you say your investigation has concluded , how do you mean ? What conclusion have you come to ?

Hi james82,

After extended discussion with the UKGC’s legal team related to your complaint alongside over 20 other complaints related to this same issue with the same operator in the same time period it has been agreed that some of the information that has been gathered in relation to these complaints is inadmissible in terms of the ADR process. 

The above being the case, at the suggestion of ThePOGG.com, the UKGC has agreed that the most appropriate course of action in this situation is for an alternative ADR who has not been party to the inadmissible information to review the involved cases. As such ThePOGG.com has made arrangements with IBAS to review and conclude your case.  NRR Entertainment has already agreed to this proposal. The IBAS service is free to consumers and as such there will be no financial burden on your part. However you need to be aware that in order to provide IBAS appropriate time to review all the information related to this issue they will require to start the review process from the beginning, meaning that the time that ThePOGG.com has spent reviewing these issues cannot be offset against the time that IBAS would have as standard to manage a complaint under the ADR arrangements.

If you are happy to go ahead with the transfer of your complaint to IBAS you need let us know so we can forward the initial complaint submission to the relevant personnel at that organization.

Please also be aware that we will not be able to engage any discussion in regard to any part of the complaint package due to the need to ensure that the integrity of the IBAS review of these cases is not inadvertently subject to any of the issues that have arisen here.

We apologise for the inconvenience caused, but would state that this action is being taken to preserve the integrity of the ADR process and ensure a fair and unbiased conclusion is reached.

Thanks,

ThePOGG

Hi james82,

I'm following up on the above communication. We cannot forward your complaint to IBAS without your consent. I'm looking forward to hearing from you.

Thanks,

ThePOGG

Hi james82,

If we've not heard from you by the 31st of May I'll assume you do not want us to pass your case over to IBAS and close this complaint.

Thanks,

ThePOGG

Hi james82,

Just to keep you informed, I can confirm your case has now been passed to IBAS and I've requested that they contact you directly via email once they've completed an initial review.

Thanks,

ThePOGG

Information came in about this and 20 other cases that is considered inadmissible. In agreement with the UKGC this case has been passed to IBAS.

hi i  recently joined slotty vegas . deposited and wagered through until the bonus was complete, didnt break the max bet rule infact i stuck to the same stake same slot throughout wagering .
 now today these jokers emailed saying account is closed and they wont even communicate with me !! whats the deal with that ? theyve kept my deposit and winnings and closed my account . furthermore they told me they will only communicate with me via the pogg!? whats that about ?
 i assume i can use the pogg deposit guarantee seeing as they are on your elie list if most trusted casinos !? 
 
 [EDIT]

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