NaslovnaPritužbeAladdin's Gold Casino - Igrač se suočava sa ograničenom isplatom novca nakon obmanjujućih informacija.
Aladdin's Gold Casino - Igrač se suočava sa ograničenom isplatom novca nakon obmanjujućih informacija.
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Iznos:
150 $
Aladdin's Gold Casino
Index sigurnosti:Visok
Sigurnosni indeks
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Poslato:
16/08/2024
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Slučaj je zatvoren : 24/09/2024
Slučaj je zatvoren
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Igrač je prestao odgovarati
ODBIJENO
Rezime slučaja
pre 1 meseca
Prevod
The player from the United States experienced confusion regarding withdrawal terms after being misinformed about the cashout limits and deposit requirements for verification. She was initially told that the maximum cashout was $150, but later learned it was only $75, which led to frustration and disappointment with the casino's practices. The Complaints Team investigated and confirmed that the maximum cashout had been correctly stated as $75 based on the bonus terms. After a lack of response from the player regarding the status of her winnings, the complaint was ultimately rejected due to insufficient communication.
Igrač iz Sjedinjenih Država je doživeo zabunu u vezi sa uslovima povlačenja nakon što je bio pogrešno obavešten o ograničenjima isplate i zahtevima za depozit radi verifikacije. U početku joj je rečeno da je maksimalni iznos gotovine 150 dolara, ali je kasnije saznalo da je to samo 75 dolara, što je dovelo do frustracije i razočaranja u praksi kazina. Tim za žalbe je istražio i potvrdio da je maksimalni iznos gotovine tačno naveden kao 75 dolara na osnovu uslova bonusa. Nakon izostanka odgovora igračice u vezi sa statusom njenog dobitka, žalba je na kraju odbijena zbog nedovoljne komunikacije.
Kada sam se prvobitno prijavio, dobio sam 15 USD bonusa bez depozita i rekao da je maksimalni iznos gotovine 150 USD, a minimalni depozit za verifikaciju je 10 USD ako koristim kripto. Juče sam ponovo razgovarao sa korisničkom službom i potvrdio isto. Pa idem na isplatu nakon pobede, rečeno mi je da moram da uložim 35 za kriptovalute i moj maksimalni cashout je bio 75!!! Rekla je da je nadzornik smene i ja sam pogrešno obavešten. Kako su u redu sa navođenjem ljudi da poveruju u nešto, a zatim menjaju priču kada dođe vreme za isplatu? Nikada više neću imati posla sa ovim kazinom. Loš loš posao.
When I initially signed up, I was given a $15 no deposit bonus & told the max cashout is $150 & minimum deposit for verification is $10 if I'm using crypto. I talked to customer service again yesterday & confirmed the same. Well I go to cashout after winning, I'm told I have to deposit 35 for crypto & my max cashout was 75!!! She said she's a shift supervisor & I was misinformed. How are they okay with leading people on to believe something then change the story when it comes time to pay out? I'll never deal with this casino again. Bad bad business.
Hvala vam puno što ste podneli ovu žalbu. Žao mi je što čujem za vaš problem. Dozvolite mi da vam postavim nekoliko pitanja da razjasnim situaciju.
Možete li mi poslati link ili e-poštu sa besplatnim bonusom koji ste aktivirali i sa kojim ste igrali? Moja adresa e-pošte je veronika.l@casino.guru .
Da li ste već uplatili depozit u ovaj kazino?
Da li je vaš dobitak bio ograničen na 75 dolara nakon što ste završili sa ulaganjem bonusa?
Nadam se da ćemo moći da vam pomognemo da rešite ovaj problem što je pre moguće. Hvala unapred na odgovoru.
Srdačan pozdrav
Veronika
Dear IamTheLight219,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify the situation.
Could you please send me the link or email with the free bonus you activated and played with? My email address is veronika.l@casino.guru.
Have you made any deposits to this casino yet?
Were your winnings capped at $75 after you finished wagering your bonus?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Rečeno mi je dva puta pre nego što sam počeo da igram da je moj maksimalni keš out iznosio 150 dolara, ali kada sam se prvi put prijavio, dobio sam nekoga na ćaskanje jer bonus kod nije funkcionisao koji sam nameravao da koristim i bio je to maksimalni keš od 200 dolara sa ulog od 50k. Ne bi se iskoristio, pa mi je neko u ćaskanju dao ručni bonus i rekla je da je to maksimalna isplata od 150 dolara. Takođe mi je rečeno da postoji minimalna verifikacija od 10 dolara ako koristim kripto depozit za dobijanje dobitaka.
Dakle, da, bilo je ograničeno na 75 dolara prema jednom agentu, za razliku od dva druga sa kojima sam razgovarao, dali su mi različite informacije.
I was told twice before I started playing that my Max cash out was $150 but when I first signed up, I got someone on chat because the bonus code wasn't working that I was going to use and it was a $200 Max cash out with a 50x wager. It wouldn't redeem so someone in chat gave me a manual bonus & she said it was a $150 max cashout. Also I was told that there is a $10 minimum verification if I'm using crypto deposit to claim winnings.
So yes it was capped out at $75 according to One agent as opposed to two other ones that I spoke to they gave me different information.
Možete li mi, molim vas, proslediti svu vašu komunikaciju sa agentima za ćaskanje uživo koje ste imali, a ne samo jedan snimak ekrana sa uslovima bonusa? Hvala unapred.
Could you please forward me all your communications with the live chat agents you had, not just that one screenshot with the bonus terms? Thank you in advance.
Hvala vam puno, IamTheLight219, na pružanju svih potrebnih informacija. Sada ću preneti vašu žalbu kolegi Mihalu ( michal.k@casino.guru ) koji će vam biti u pomoći. Želim vam puno sreće i nadam se da će vaš problem biti rešen na vaše zadovoljstvo u bliskoj budućnosti.
Thank you very much, IamTheLight219, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Ja sam Mihal i preuzeo sam vašu žalbu. Čini se da je došlo do greške od strane agenta za ćaskanje uživo. Iako su naveli različite maksimalne iznose gotovine, stvarni termin koji je predstavljen i naveden je bio maksimalni iznos gotovine 5 puta veći od iznosa bonusa, što odgovara 75 dolara koje ste primili
Kontaktiraću kazino da rasvetlim ovu stvar.
Želeli bismo da pozovemo Aladin's Gold Casino da se pridruži razgovoru.
Dragi Aladdin's Gold Casino,
Možete li da potvrdite maksimalan iznos gotovine koji je povezan sa bonusom koji je igrač primio i kasnije opkladio?
Hello IamTheLight219,
I'm Michal, and I have taken over your complaint. It appears that an error occurred on the part of the live chat agent. While they indicated varying maximum cash amounts, the actual term presented and provided was the maximum cash out 5x the bonus amount, which corresponds to the $75 you have received
I will contact the casino to shed more light on this matter.
We would like to invite Aladdin's Gold Casino to join the conversation.
Dear Aladdin's Gold Casino,
Can you please confirm the maximum cash-out amount associated with the bonus that the player has received and subsequently wagered?
Dakle, da sve ovo dovedemo do brzine. Igrač se prijavio, ali nažalost nije ispunjavao uslove za kod koji je isprobao, pa im je naša korisnička podrška obezbedila besplatan bonus od 15 dolara. U trenutku kada su dobili kod, dobili su pune uslove, jasno prikazane u ćaskanju u to vreme.
2 dana kasnije igrač se vratio podršci i ponovo upitao uslove, pošto im je već bio dostavljen i pošto je prihvatio kupon sa navedenim uslovima. Agent je napravio pogrešnu kalkulaciju prilikom izračunavanja ukupnog iznosa, ali je ipak dao sve tačne uslove koji su prikazivali 5k maksimalni iznos gotovine.
Dakle, maksimalni iznos gotovine je ispravno prikazan na 5k do kraja i što je najvažnije u trenutku kada je igrač prihvatio i preuzeo kupon.
Samo da dodam, niko od tima za podršku nikada nije pominjao minimalni depozit od 10 dolara.
Prilažem snimak ekrana ćaskanja (ovo sadrži osetljive informacije) kada je igraču prvi put dostavljen kupon i uslovi u trenutku prihvatanja bonusa.
Hvala, Zlatni tim Aladinsa
Hi Michal and IamTheLight219,
Thank you for raising this query.
So to bring this all up to speed. The player signed up but unfortunately was not elegible for the code they tried, so our Customer Support provided them with a free bonus of $15. At the point of receiving the code they were provided with the full terms, clearly displayed in the chat at the time.
2 days later the player returned to support and queried the terms again, having already been provided with them and having accepted the coupon with the terms provided. The Agent made a miscalculation when working out the total, but still provided all the correct terms which displayed the 5x max cash out.
So the max cash out was correctly displayed at 5x all the way through and most importantly at the point the player accepted and claimed the coupon.
Just to add, there was never any mention of a $10 minimum deposit by any of the Support Team.
I attach a screenshot of the chat (this contains sensitive information) when the player was first provided with the coupon and the terms at the point of accepting the bonus.
Hvala vam na svim pruženim informacijama i dokazima, Aladdins Gold Team.
Dragi IamTheLight219,
Nakon pregleda detalja i dokaza koje je dostavio Aladdins Gold Tim, potvrđeno je da ste primili dobitke na koje ste imali pravo. Verujem da su ove informacije jasne i da pomažu da se situacija razjasni i vama. Mogu li da smatram da je vaša žalba adresirana/rešena?
Thank you for all the provided information and evidence, Aladdins Gold Team.
Dear IamTheLight219,
Upon examination of the details and evidence submitted by the Aladdins Gold Team, it has been confirmed that you have received the winnings to which you were entitled. I trust that this information is clear and helps to clarify the situation for you as well. Can I consider your complaint addressed/resolved?
Izvinjavam se ako moja prethodna poruka nije bila potpuno jasna. 75 dolara je zaista tačan iznos koji ste trebali da dobijete, pošto je bonus dobitak bio ograničen na 5k, što je ukupno 75 dolara. Da li trenutno imate 75 dolara na svom kazino nalogu ili ste ih koristili za dodatnu igru?
Hello IamTheLight219,
I apologize if my previous message was not fully clear. The $75 is indeed the correct amount you were supposed to receive, as the bonus winnings were capped at 5x, totaling $75. Do you currently have the $75 in your casino account, or have you used it for additional play?
Produžavamo tajmer za 7 dana. Molim vas da znate da ukoliko ne odgovorite u zadato vreme ili ne pružite asistenciju, mi ćemo da odbijemo prigovor.
Dear IamTheLight219,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Iako se čini da je problem razjašnjen, pošto nismo dobili dalji odgovor da to potvrdimo, ili ako vam je potrebna dodatna pomoć, nažalost, primorani smo da odbijemo ovu žalbu. Želeo bih da se zahvalim kazino timu na saradnji.
Ne ustručavajte se da nas kontaktirate ako naiđete na bilo kakve probleme sa ovim ili bilo kojim drugim kazinom u budućnosti i mi ćemo se potruditi da vam pomognemo.
Srdačan pozdrav,
Michal
Casino Guru
Dear IamTheLight219,
Although it seems as though the issue has been clarified, as we haven't had a further response from you to confirm this, or if you need any further assistance, we are, unfortunately, forced to reject this complaint. I would like to thank the casino team for their cooperation.
Don’t hesitate to contact us if you run into any issues with this or any other casino in the future and we will try our best to help.
Best regards,
Michal
Casino Guru
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