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FAQ section

Hi Theobulldog - 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 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.

Please forward all email communications related to this issue to <a href="mailto:complaints@thepogg.com">complaints@thepogg.com</a>.

Thanks,

ThePOGG

Hi, I’ve emailed all requested emails to WooCasino and their correspondence

Hi, is there any update on this matter as of yet

Hi Theobulldog,

We don't need you to email Woo Casino. We need you to forward on the email correspondence you have had with Woo Casino to us at <a href="mailto:complaints@thepogg.com">complaints@thepogg.com</a>.

Thanks,

ThePOGG

Hi Theobulldog,

I'm following-up on the above? Can you please forward on your email communications with the operator to us?

Thanks,

ThePOGG

Hi, I’ve previously forwarded all emails to the pogg. My wording was incorrect, my apologies

Hi Theobulldog,

Thanks for your email. For reference, we have only received a single email communication from the address associated with this complaint, and that was dated 24/04/2023.

We'll discuss this matter with the operator.

Thanks,

ThePOGG

Hi Theobulldog,

Our understanding is that your play will be voided and losses returned. We would appreciate it if you could let us know when you receive your funds.

Thanks,

ThePOGG

Hi thepogg,

Just informing you that my refund request has now been successful and approved and funds arrived into my bank early this morning.
Thank you you so much for helping with this stressful issue and the positive outcome.

Kind regards,
[EDIT]

Hi Theobulldog,

Thanks for letting us know - it is appreciated :)

ThePOGG

Both the submitting complainant and Woo Casino have informed us that this issue has been resolved and the player has received their funds.

Hi, I’ve been a long time customer of WooCasino with gambling so much money into the casino, I emailed WooCasino on the 22/11/2022 asking for my account to be closed due to no longer affording to gamble. I recieved a email back encouraging me to gamble more with bonus offers and no account closure. I have all emails confirming this that I can provide. 5 months later, I’ve continued gambling (it’s an addiction) and with almost losing everything and on the brink, I emailed WooCasino again on the 3/4/2023 asking again for my account to be closed due to gambling addiction. It was promptly closed but my refund request was denied as WooCasino claimed that I hadn’t notified them earlier about my gambling etc so I promptly provided them with the emails back in November 2022 clearly showing that I in fact, had requested account closure due to no longer being able yo afford gambling and provided the email from them offering more bonuses and no account closure. 

WooCasino - refund 

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