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Hi levnad8787 - 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 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.

We'll contact the operator and see what we can find out.

Thanks,

ThePOGG

Hello if i have screenshot to help you about my complain where can i send it? :-) thanks

Hi levnad8787,

We have reviewed this case with the operator and sadly we cannot uphold your claim.

On the 8th of August at 10:16 server time, you were credited with $35 cashback, which you were due and a further $2000 cashback in error giving you a total balance of $2035.17 ($0.17 remained from previous play).

At 16:42 you withdrew $2035 then immediately reversed this withdrawal. At 17:29 you withdrew $2000, leaving your balance as $35.17. The $2000 withdrawal was void funds, the $35.17 left would be valid balance. 

At 20:20 you deposited $20 cash, taking your balance to $55.17.  You then cancelled your withdrawal taking your balance to $2055.17.  You then placed a withdrawal of $2055 leaving your balance at $0.17. Again, only $55 of this withdrawal would be considered legitimate, the rest would be void.

At 21:09 you cancelled your withdrawal, giving you a live balance of $2055.17. You then started to play. 

At this juncture we need to be clear that if at any point your balance dropped below $2000, you were playing with void funds and as such any play after this point would be invalid. At 21:12, you placed a $200 wager that took your balance down to $1926.87. This means that you had at this point used the void funds, meaning that any further play was void.

Further to this, even if we consider the $126.87 that you had as valid funds prior to placing this wager legitimate, ignoring the violating wagers at this stage, after a couple more cancelled withdrawals and resubmissions of withdrawals, but 21:20 you had played down all of this $126.87 and were left with only the void funds. As such there are no valid winnings due to be paid in this circumstance.

Sorry we could not be of more help.

ThePOGG

Hello how can you be sure that the 2000$ was a "cashback error" and not a tournament that i won?  Its easy for a scam casino to tell thats its a mistake then take back the cash you won.. lol

Hi levnad8787,

It's a very simple case of accounting for the transactions in your account. The credit to your balance does not align with any tournament win or any other valid reason for these funds to have been added to your account. Further to this, the error impacted a number of players simultaneously who submitted complaints to this service, with exactly the same size of credit made in error at the same time. There is no ambiguity here.

I'm sorry you are unhappy, but this issue has been investigated in full are you are not entitled to these funds. There is nothing further we can do to assist you.

ThePOGG

The funds in question were a cashback promotion that had been added to a number of accounts in error. As such the operator are within their rights to correct the error.

Hello! Here is my problem. First i'm french canadian so sorry for my english :-) . I received an email telling me i had money for me waiting on my vegas casino lounge website so i logged in and i saw i have 2000 can$ on it.. i'm always playing tournament and clicking on all promo for winning price so i was happy for winning it.. I went to the live chat and I asked on which tournament i won 2000$ so i can participate again.. they said to me its an cash back error it will be removed tomorrow.. i was angry so i wrote an email to the support team and when i was waiting for an answer i made a 30 or 50$ deposit then i played hyper star game and i won 1100$ !! I clicked on withdraw.. few minutes ago i received an email telling me the cash back was removed from my account so they removed the 2000$ AND the 1100$ i won.. what the hell is that scam?? Please help me .. i have all the screenshot. How can they be sure the 2000$ is from cashback and not a winning tournament? That was not bonus cash but real money. Thank you

Vegas Lounge Casino - real cash removed

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