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Hi Rafa1989 - welcome to ThePOGG.com!

Please ensure you have read our <a href="https://thepogg.com/alternative-dispute-resolution-what-is-it-how-do-gambling-complaint-services-differ/">Complaint Guidance</a> to ensure that you fully understand how our complaint management process functions.

As we are the ADR for the N1 Interactive Ltd 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.

What has the operator told you about this issue?

Thanks,

ThePOGG

Good morning, on 05/05/2023 started playing with my bankroll of €400.16 after playing a little and getting some bonuses on Cursed of seas at 01:39 a prize of €507.76 came out I reached more than €1000, which is my surprise after a few minutes this money I won more than 600€ just disappeared from my bankroll, I already contacted the wild fortune support and they told me that I already made a withdrawal request of 500€ and that was the amount I really had, which is not true because at the time the €600 was taken from me I had more than €1000, I ask you to see the complete history on 05/05/2023 to see how much I started playing with and how much I had in my bankroll, and as a few minutes later that money disappeared without any bets for this to happen,

Hi Rafa1989,

Were you playing with any bonuses?

Thanks,

ThePOGG

Personal account manager (Wildfortune_MGA)

7 mai 2023, 10:28 UTC+2

I have checked your bet history and everything seems fine, you lost and won gradually reaching almost 600 EUR, then you continued to play, put bets, put a cash out request on 400 EUR first, it was rejected so the money was returned into your account.
Then you made several cash outs again and recalled them. After that you put 500 EUR cash out request which is in pending now.
The reason of declining of your cash out was that you need to pass verification procedure in order to withdraw your winnings.
I didn't notice any errors in your balance or bets, you can double check it here:

So take a closer look, on 05/05/23 when I started playing Cursed of seas I had more than €400 in my bankroll at 01:39 am I won €507.76 and after that some prizes, a few minutes later that money disappeared without having played it , now don't tell me that everything is correct because it isn't

Enviado de Outlook para Android

Your request (1655228) has been updated. To add additional comments, reply to this email.

Personal account manager (Wildfortune_MGA)

7 mai 2023, 21:33 UTC+2

I double checked your bet and cash out history, my friend, and again I didn't find anything suspicious.
The last time you had 500.93 EUR on your account was on 6. May 08:56:44 am UTC time.
Right after that you put the cash out request on 08:57 am UTC time which is still in pending status.
There are no missing winnings in your histories.
Your can check it here once again:

Personal account manager (Wildfortune_MGA)

7 mai 2023, 10:28 UTC+2

I have checked your bet history and everything seems fine, you lost and won gradually reaching almost 600 EUR, then you continued to play, put bets, put a cash out request on 400 EUR first, it was rejected so the money was returned into your account.
Then you made several cash outs again and recalled them. After that you put 500 EUR cash out request which is in pending now.
The reason of declining of your cash out was that you need to pass verification procedure in order to withdraw your winnings.
I didn't notice any errors in your balance or bets, you can double check it here:
https://www.wildfortune.com/en/account/history/bets 
https://www.wildfortune.com/en/account/history/transactions
Best regards,
Your manager [EDIT]

I didn't say on the 6th, I'm talking about the 05/05/23, I had more than 1100€ and when I increased the bet to 2€ that money that I had won in the bonus in the Cursed of seas game disappeared, it was around 600€ , if possible I want a complete report of my account, in any case a complaint has already been sent to The POGG, money has no wings

Good morning, they have already checked the activity on the account again on 05/05/23, it is that in addition to €600 disappearing from the account, the remaining €500 I cannot withdraw because they always ask for more documents when I have already sent everything and proof of the two credit cards I use to make deposits, if you don't want people to take the money, you might as well just say casino shameful

after several attempts, the casino refuses to send me the complete report of my winnings on 05/05/2023, as well as the balance I had on 05/05/2023, not to mention the €500 I have left in my account and there are already several that I can't remove because they are constantly canceling

Hi [EDIT],
Hope you are doing well.
After investigation your balance history you have won 610 EUR from 20 daily bounty free spins.
According to our terms, maximum winnings, as well as withdrawal limits for no-deposit free spins are 50 EURO.
If the winnings are more than 50 EUR, the sum will be cut automatically to 50 EUR by the system.
You can read it in our terms following the link, GENERAL BONUS TERMS AND CONDITIONS, point 6:

I almost agree with you but those 1.52€ were won on Sweet Powernudge, the winnings I had were on Cursed of seas, and you know why the bonus is still active because I always cancel the bonus, but as I've tried several times it always works error that is the bonus is always active, you can tell me what you want but I don't agree

Where is it marked that I won those 610€ in freespins, if I said that it was in Cursed of seas, as far as I know you don't give freespins in Cursed of seas

Hi Rafa1989,

The win limit would not simply apply to the free spins themselves, but the wagering requirement that would be associated with any winnings from the free spins.

It is only once this wagering requirement was completed that the balance would be reduced. Is that likely to explain what has happened here?

Thanks,

ThePOGG

I understood that part, but the dates that are in the report do not correspond with the winnings that I am complaining about, I can prove it with screenshots, because the report does not even show the game that I was entitled to the freespins in which I had a gain of 1 € 52

Hi Rafa1981,

We'll request your transaction/play history from the operator, but being direct, it seems highly likely that this is a case of the win limit from your free spins being applied. If that's the case there will be nothing we can do for you.

Thanks,

ThePOGG

This is not the case because the winnings that I claim do not match the report that they have already sent me, I have the screenshot of the winnings and it does not match, in fact the game where I won this money was not in the freespins

Date – 29/05/2023

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

Thank you for your attention, I'm waiting

Hello I've been waiting for a response in this case for over 1 month, still no response?

Date – 18/06/2023

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 – 25/06/2023

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 Rafa1989,

We've now reviewed your activity at Wild Fortune. Sadly, we cannot uphold your claim.

At the start of your play on the 4th of May you had a total balance of €402.85. This was comprised of:

- €0.12 left in your account from your play on the 3rd.
- €400 which was a withdrawal that had been returned to your account.
- €1.52 from 20 Daily Bounty Spins that you qualified for and activated.
- €1.29 from a Daily Tournament Free Spin award.

The free spin bonus had a maximum allowed win of €50.

You then started playing. Your balance immediately went up and never dropped below the starting balance. 

Approximately 10min later, your balance reached €1062.01 and you completed the wager requirement for your free spins. At this point the bonus system automatically enforced the maximum win term, reducing your balance to €451.41. This balance comprised:

- €0.12 - your balance from the 3rd
- €400 - your returned withdrawal
- €1.29 - your Daily Tournament Free Spin Award
- €50 - your winnings from the 20 Daily Bounty Spins.

This left you with a total balance of €451.41.

This reduction was appropriate and in line with the terms and conditions of the bonuses you accepted. 

Sorry we could not be of further help.

ThePOGG

This player's balance reduced in line with the maximum win term of the bonus that they claimed. After having reviewed their account we can confirm they were left with the correct amount of funds.

Good morning, last night I started playing with my bankroll of 400.16€ after playing a little and getting some bonuses on Cursed of seas I reached more than 1000€, which is my surprise after a few minutes this money I won more than 600€ just disappeared from my bankroll
 

Wild Fortune - Money disappeared from my bankroll

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