ECOGRA- my complaint case

[silentryan7]

Companies in Malta often have their contracts subject to English law.

It will be in their terms and conditions (usually near the bottom). Can you check are revert back?

I will check.

 

[disgruntled_punter]

I will check.

Doing a Ctrl + F search for the word law should find it.

It will usually say something like "All disputes arsing from this agreement will be subject to the law of (insert country)."

 

[silentryan7]

Doing a Ctrl + F search for the word law should find it.

It will usually say something like "All disputes arsing from this agreement will be subject to the law of (insert country)."

I'm using my mobile, iv private messaged you, take a read

 

[silentryan7]

No updates as of yet, I have however submitted a data subject access request and also took a note of the casinos terms and conditions just incase they change them! In the meantime I have emailed ecogra and proposed a solution that I think bodes quite well, £10,000 paid to me in cash for compensation and a further £10k credited to my gambling account with 10x wagering, then if they do that the complaints over and done with and I said it would restore my faith in the casinos operations, I'm not really sure about this ecogra because they have not been replying to any of my emails, and iv sent alot. Is this normal? For them to be so "distant"

I want to believe all is being done to really help me out here and I get it is Christmas but why have a phone line if they never answer it? I just want to actually SPEAK to someone about all of this at ecogra really to just get my point across so that they really understand. What iv offered is a resolution is fair I think. 10k comp, 10k as a bonus. Then I'll be there customer again, I even emailed the CEO of the company too. I'm getting very impatient and the not knowing is killing me. I just want it to be over with. Anyone had dealings with ecogra think it's normal for the lack of communication? Only email iv gotten is the complete case file notification.

Any advice is appreciated

 

[andysbetting1187]

No updates as of yet, I have however submitted a data subject access request and also took a note of the casinos terms and conditions just incase they change them! In the meantime I have emailed ecogra and proposed a solution that I think bodes quite well, £10,000 paid to me in cash for compensation and a further £10k credited to my gambling account with 10x wagering, then if they do that the complaints over and done with and I said it would restore my faith in the casinos operations, I'm not really sure about this ecogra because they have not been replying to any of my emails, and iv sent alot. Is this normal? For them to be so "distant"

I want to believe all is being done to really help me out here and I get it is Christmas but why have a phone line if they never answer it? I just want to actually SPEAK to someone about all of this at ecogra really to just get my point across so that they really understand. What iv offered is a resolution is fair I think. 10k comp, 10k as a bonus. Then I'll be there customer again, I even emailed the CEO of the company too. I'm getting very impatient and the not knowing is killing me. I just want it to be over with. Anyone had dealings with ecogra think it's normal for the lack of communication? Only email iv gotten is the complete case file notification.

Any advice is appreciated

I know that this must be frustrating for you and that you want answers, but you need to step back and wait for ecogra to make a decision. I belive their normal time frame is up to 90 days for an ADR (it may have changed). Emailing the CEO of the company etc., especially when you have filed a dispute will probably get you nowhere.

I also don't really understand why you have put that proposition forward (or why the casino would accept it). To me (just my opinion), the dispute will determine whether the casino owes you £121k or nothing. I don't think that eCOGRA can put your proposed offer to the casino, especially when it has not been decided yet whether the casino owe you the full amount or not.

Not sure why you would think that noting the T&C's would make any difference in the case as it's not a condition that has been broken

As hard as it is, you just need to try and chill and await a response. At this time of year, I would be surprised if you heard anything back until mid-Jan at the earliest.

 

[silentryan7]

I know that this must be frustrating for you and that you want answers, but you need to step back and wait for ecogra to make a decision. I belive their normal time frame is up to 90 days for an ADR (it may have changed). Emailing the CEO of the company etc., especially when you have filed a dispute will probably get you nowhere.

I also don't really understand why you have put that proposition forward (or why the casino would accept it). To me (just my opinion), the dispute will determine whether the casino owes you £121k or nothing. I don't think that eCOGRA can put your proposed offer to the casino, especially when it has not been decided yet whether the casino owe you the full amount or not.

Not sure why you would think that noting the T&C's would make any difference in the case as it's not a condition that has been broken

As hard as it is, you just need to try and chill and await a response. At this time of year, I would be surprised if you heard anything back until mid-Jan at the earliest.

Yeah your right, I'll just wait from now on and let them do there thing, cheers mate

 

[silentryan7]

Who's got bets on for today? I have a few on.

 

[nfehily]

Who's got bets on for today? I have a few on.

Nice little treble there

 

[silentryan7]

Nice little treble there

I was shocked! Nice little win. Let's hope 2024 brings me some good news too

 

[silentryan7]

Well guess what people, God must be looking out for me, iv just had a 10k win, an it's legit this time it dropped into my balance, playing blackjack. Withdrawals been made, just a waiting game now for it to reach my account. Not a bad way to end the year! Be even better if I get compensation from that other gambling company too!!!

Happy Christmas people. <3

 

[Webzcas]

Congrats and Merry Christmas!

 

[snorky510238]

Not taking any sides on this, just merely a thought.

If with the 19k you gambled (on the strength of the believed win). Had you hit a lucky streak and won 50k (hypothetically), and been paid that 50k, would you still be seeking compensation as well?

 

[silentryan7]

Not taking any sides on this, just merely a thought.

If with the 19k you gambled (on the strength of the believed win). Had you hit a lucky streak and won 50k (hypothetically), and been paid that 50k, would you still be seeking compensation as well?

It's not about that, it's the principle of it all. You tell a customer they've won a fortune and they're 100% going to get it then I'd expect nothing less. Even though iv won more, I still incurred great psychological stress and financial harm due to this so yes I would be. It's all about principle.

 

[snorky510238]

I didn’t say it was about anything. I asked a hypothetical question and you have answered it.

 

[silentryan7]

I'm still awaiting information from ecogra, I got my DSAR through from the company with all the evidence I need, they forgot to add in all call records though, no audio files were added. So iv contacted the team again to get those. I sure hope ecogra get back to me soon as in 12 days it will have reached the 60 day mark. It can take upto 90 days tho so I just need to be patient. This is killing me!

 

[silentryan7]

Not long now hopefully!

 

[silentryan7]

Just a mere thought here, eCOGRA have requested further information (that the operator hasn't already handed over) which is basically all the account details and chat logs and call records so why are they asking for more information now? Seems intriguing to me. I don't know if it's a good or a bad thing. I guess time will tell. Anyone have any thoughts on this?

I got my DSAR through and I found all the chat logs where one advisor tells me that I don't need to worry iv 100% won the 121k and got congratulations and all that but it was 3 different times and it was the same guy, telling me over and over and told him I had doubts and anxiety over all this, said there was no need to worry so he had PLENTY of opportunity to fix his mistakes, 3 different conversations for him to simply check my gaming history. The utter lack of common sense from one person, so not only is it a system error for sending out the wrong win figure in the email it was human error also. So what are my chances of getting compensation for that? And the fact I have mental health problems which have worsened because of this. And the fact I lost 19k in one month after being told I won. Would almost encourage you to gamble getting that kind of email saying you've won 6 figures from a regulated legit casino. I can't name it yet but I will once it gets resolved and let you people know if it was made right or not.

Any advice, thoughts are welcome.

 

[AndrewPearson]

Please PM me the Casino I have an idea.

 

[KasinoKing]

And the fact I have mental health problems which have worsened because of this. And the fact I lost 19k in one month after being told I won. Would almost encourage you to gamble getting that kind of email saying you've won 6 figures from a regulated legit casino. I can't name it yet but I will once it gets resolved and let you people know if it was made right or not.

Any advice, thoughts are welcome.

OK - you asked for it.
To be brutally honest, I think you have a SERIOUS gambling problem and should urgently seek professional help.

No matter that you were assured several times that you have won this £121K, surely you would know HOW you won it?
It seems from your posts that you have no idea.
And then to go and spunk away a HUGE £19K before you've got your pay-out is just crazy.

Probably not what you wanted to hear, but I seriously hope you take some action to get this under control and I only wish you the very best.

KK

 

[pekka55]

Never trust anything before the money actually hits your bank account. And even then you should still be suspicious if you have no clue about how you won over 100k. Could very well be some kind of scam where they're using your bank account to store stolen money or whatever.

This whole thing seems like something straight out of a Hollywood movie.

 

[silentryan7]

I don't have a serious gambling problem, I have a trust problem. If you guys knew the casino and seen all of the evidence I have, your opinions would be different. It's almost unheard of but what I'm telling you all is the truth.

 

[silentryan7]

OK - you asked for it.
To be brutally honest, I think you have a SERIOUS gambling problem and should urgently seek professional help.

No matter that you were assured several times that you have won this £121K, surely you would know HOW you won it?
It seems from your posts that you have no idea.
And then to go and spunk away a HUGE £19K before you've got your pay-out is just crazy.

Probably not what you wanted to hear, but I seriously hope you take some action to get this under control and I only wish you the very best.

KK

I got Trips in blackjack about 4 or 5 times in a short space of time. So I thought I'd won it in a competition or something like that. It's easy for you to sit and say that but you weren't there, you don't know what casino it is, you haven't seen the overwhelming evidence. So your opinion on the matter does not help.me whatsoever. And with all due respect, its not your place to tell me I haveca gambling problem when I was literally told not to worry at all I'm 100% getting the money. Like I said I will update this post with all the evidence I have once it's concluded.

 

[silentryan7]

Besides the 19k I lost was all winnings from different sites, so it wasn't as if I gambled my fucking inheritance. I thought I was just very lucky. And fir a well known accredited casino to tell you that you've won a fortune, give you an email, contact live chat and it's also confirmed by them, makes you care less about the money you have in the bank currently. Wasn't the smartest idea but hey what's done is done. I gave away alot of that money to those in need, my family and friends and gambled around 10k. So it's not like I blew the whole lot on gambling. Even if I did blow the lot on gambling that's my choice. Its my money at the end of the day and it's easy for you to sit and judge. But you were not there, you didn't speak to the same advisor who says. Not to worry at all I'm going to get the money.

Judge all you want. It don't faze me. In the slightest.

 

[silentryan7]

OK - you asked for it.
To be brutally honest, I think you have a SERIOUS gambling problem and should urgently seek professional help.

No matter that you were assured several times that you have won this £121K, surely you would know HOW you won it?
It seems from your posts that you have no idea.
And then to go and spunk away a HUGE £19K before you've got your pay-out is just crazy.

Probably not what you wanted to hear, but I seriously hope you take some action to get this under control and I only wish you the very best.

KK

Iv forwarded all the information and proof I have in a private message, maybe once reading all the evidence you will understand.

 

[KasinoKing]

Iv forwarded all the information and proof I have in a private message, maybe once reading all the evidence you will understand.

I have never for one moment doubted what you were saying - I didn't need proof.

But you asked for "thoughts" and so I gave mine.
My opinion is that it was reckless to lose such a huge sum before you got the winnings in your bank.
Your average gambler probably doesn't lose anywhere near £19K in a year, let alone a month, but of course I know different people have difference financial circumstances. Some people don't even EARN that much in a year!

I hope that eCOGRA finds in your favour

KK