Dragi bCasino timu ,
Hvala na dodatnom pojašnjenju. Mislim da ste pružili dovoljno da završite žalbu sa jasnim rezultatom.
Vaše "objašnjenje" za pravila ograničenja maksimalne opklade i funkcija je da su to standardna praksa u našoj industriji. Čini se da sam kazino nema pojma zašto ima takva pravila, niti kako da ih primeni.
Kao što je gore pomenuto, pravila su u redu. Reč je o primeni pravila koja je u ovom slučaju bila netačna/nepravična. Više puta ste spominjali pravičnost, integritet, itd., ali radnje kazina u osnovi nisu u skladu sa ovim definicijama. Pre izgleda da kazino koristi uobičajena i standardna pravila (uglavnom fokusirana na zloupotrebe bonusa i protiv njih) protiv redovnih igrača, da bi konfiskovali njihove legitimne dobitke.
Pored toga, bilo bi veoma interesantno znati kako je kazino saznao da je to bio „namerni izbor" na strani korisnika, ili da je njegov 1 overbet ukazivao na nameran izbor, ili kako je kazino mogao da dokaže da je to namerno.
Pošto ovo ne vodi nikuda i odluka kazina ostaje nepromenjena, na osnovu razloga koji ne smatramo pravičnim/opravdanim da oduzmemo dobitak korisnika, nema o čemu više da se raspravlja, pa će žalba biti zaključena u skladu sa tim.
Preporučujem vam da pročitate naš Kodeks poštenog kockanja i naš stav u vezi sa pravilima maksimalne opklade, odeljak 3.
Dragi Richi21 ,
Iz perspektive kazina, prekršili ste pravila bonusa, a tehnički oni imaju pravo da ponište vaš dobitak.
Iz naše perspektive, verujemo da ste nenamerno prekršili pravilo maksimalne opklade i da niste stekli nepravednu prednost. Najbolja praksa je da se takvi uslovi primene softverom, tako da igraču nije dozvoljeno da ih prekrši od strane sistema. Iako razumemo da to danas nije standard, smatramo da svaki sličan slučaj treba bar pojedinačno proceniti.
Uvek preporučujemo da kazina plaćaju igraču. Međutim, razumemo da su neka kazina veoma stroga, što je njihova odluka.
Zaključujući sve gore navedene informacije, prinuđen sam da zatvorim ovaj slučaj kao nerešen.
Veoma mi je žao zbog situacije. Obično bih vam preporučio da to isprobate kod organa za licenciranje/ADR-a, ali oni bi verovatno bili na strani kazina jer su se ponašali u skladu sa svojim Uputstvima i odredbama. Međutim, ako biste ipak želeli da probate, preporučujem vam da pratite uputstva u Uslovima i odredbama kazina ( OVDE , odeljak „ 18. Žalbe i sporovi ") i podnesete žalbu ADR (eCOGRA) i/ili MGA. OVDE su i neke opšte informacije o procesima žalbe.
U slučaju bilo kakvih pitanja, ne oklevajte da me kontaktirate na branislav.b@casino.guru .
Voleo bih da mogu biti od veće pomoći. Iskreno se nadam da se više nećete susresti sa ovakvim problemom.
Kazino može ponovo da otvori ovu žalbu u bilo kom trenutku.
Srdačan pozdrav,
Branislav, Kazino.Guru
Dear bCasino team,
Thank you for the additional clarification. I think you provided enough to close the complaint with a clear result.
Your "explanation" for the maximum bet and features restriction rules is that they are standard practices within our industry. It seems like the casino itself does not have any idea why it has such rules, or how to apply them.
As was mentioned above, the rules are alright. It is about the application of the rules, which was incorrect/unfair in this case. You repeatedly referred to fairness, integrity, etc. but the casino's actions basically do not comply with these definitions. It rather looks like the casino uses common and standard rules (mainly focused on bonus abusers and against them) against regular players, to confiscate their legitimate winnings.
In addition, it would be very interesting to know how the casino found out it was a "deliberate choice" on the user's side, or that his 1 overbet indicated a deliberate choice, or how could the casino prove that it was intentional.
Since this leads nowhere and the casino's decision remains unchanged, based on the reason we do not consider fair/justified to confiscate the user's winnings, there is nothing else to discuss, and the complaint will be closed accordingly.
I recommend you read our Fair Gambling Codex and our position regarding maximum bet rules, section 3.
Dear Richi21,
From the casino's perspective, you breached the bonus rules, and technically they have a right to void your winnings.
From our perspective, we believe that you breached the maximum bet rule unintentionally and did not gain an unfair advantage. The best practice is to enforce such conditions by the software, so the player is not allowed to breach it by the system. Although we understand it is not standard nowadays, we believe that every similar case should at least be evaluated individually.
We are always recommending the casinos pay the player. However, we understand that some casinos are very strict, which is their decision.
Concluding all the information above, I am forced to close this case as unresolved.
I am very sorry about the situation. I would normally recommend you try it out with the licensing authority/ADR, but they would likely be on the casino's side since they behaved according to their T&Cs. However, if you would like to try it anyway, I recommend you follow instructions in the casino's Terms and Conditions (HERE, section "18. Complaints and Disputes") and submit a complaint with ADR (eCOGRA) and/or MGA. HERE are also some general information about complaint processes.
In case of any questions, do not hesitate to contact me at branislav.b@casino.guru.
I wish I could be of more help. I sincerely hope you will not come across a problem like this again.
The casino can reopen this complaint anytime.
Best regards,
Branislav, Casino.Guru
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