Poštovani timu za žalbe Casinoguru,
Pišem da zvanično prijavim ozbiljan problem u vezi sa Bet Infernom i njihovim rukovanjem mojim dobicima.
17. februara 2025. deponovao sam 3,000 kr na Bet Inferno i zatražio njihov bonus dobrodošlice. Razlog zašto sam odabrao ovaj bonus su bili povoljni uslovi, posebno zahtev za klađenje od 25k, koji je relativno nizak u poređenju sa drugim ponudama ovih dana. Potrudio sam se da pažljivo pročitam uslove pre nego što prihvatim bonus i otkrio sam da su fer. Pored toga, primetio sam da su ponudili moju omiljenu igru, Net Gains, što je ponudu učinilo još privlačnijom.
Nakon što sam ispunio uslove za klađenje, osvojio sam značajan iznos od 164.510 kr. Nekoliko dana kasnije, prošao sam KIC proces da verifikujem svoj nalog, što je standardna procedura. U ovom trenutku, moje puno stanje je još uvek bilo dostupno na mom nalogu. Zatim sam zatražio povlačenje 20.000 kr.
Međutim, dobio sam samo 14.480 kr od 20.000 kr koliko sam tražio, što je izgledalo čudno. Kada sam se prijavio danas (26. februara), otkrio sam da je skoro sav moj dobitak zaplenjen. Odmah sam kontaktirao korisničku podršku i oni su me obavestili da su moji dobici uklonjeni zbog pravila 5k maksimalnih pobeda na bonusu.
Ovo me je šokiralo jer ovo pravilo nije bilo deo uslova koje sam prihvatio kada sam se registrovao i deponovao 17. februara. Ukazao sam na to agentu za podršku, objašnjavajući da je uklanjanje mog dobitka prema pravilu koje prvobitno nije postojalo potpuno lažno. Međutim, agent je insistirao da je pravilo oduvek postojalo i da sam pogrešio.
Zatim sam pitao agenta da li se dobici koji prelaze ograničenje od 5k automatski uklanjaju kada se klađenje završi, na šta su oni potvrdili „da". Međutim, ovo je u direktnoj suprotnosti sa onim što se dogodilo u mom slučaju. Moji dobici nisu automatski uklonjeni kada je klađenje završeno – umesto toga, sredstva su ostala na mom računu nekoliko dana i konfiskovana su tek nakon što sam zatražio povlačenje.
Štaviše, na ekranu bonusa je jasno stajalo da je 164.510 kr pretvoreno u pravi dobitak. Da je pravilo 5k maksimalnih dobitaka postojalo u vreme mog depozita i igre, ovaj iznos bi bio ograničen i ispravno prikazan u tom trenutku. Činjenica da je sistem dozvolio da se puni iznos konvertuje u sredstva koja se mogu povući dodatno dokazuje da je ovo pravilo bilo primenjeno nakon mog igranja ili ručno primenjeno nakon mog zahteva za povlačenje.
Nažalost, nemam način da se vratim u prošlost i napravim screenshot uslova kakvi su bili 17. februara, ali sam 100% siguran da ovo pravilo nije bilo na snazi kada sam se registrovao i igrao. Ovo je neverovatno obmanjujuća praksa i pozivam vaš tim za žalbe da ovo shvati ozbiljno.
Da zaključim, ovo je jedan od najočitijih slučajeva prevare kojima sam ikada prisustvovao u onlajn kazinu. Kazinu ne bi trebalo dozvoliti da retroaktivno primenjuje pravila i konfiskuje legitimne dobitke. Zahtevam da se ovo pitanje detaljno ispita i da mi se dobitak po pravu vrati.
Srdačan pozdrav,
Vetle C****
Dear Casinoguru Complaint Team,
I am writing to formally report a serious issue regarding Bet Inferno and their handling of my winnings.
On February 17th, 2025, I deposited 3,000 kr on Bet Inferno and claimed their welcome bonus. The reason I chose this bonus was the favorable terms, specifically the 25x wagering requirement, which is relatively low compared to other offers these days. I made sure to carefully read the terms before accepting the bonus, and I found them to be fair. Additionally, I noticed that they offered my favorite game, Net Gains, which made the offer even more attractive.
After completing the wagering requirements, I won a significant amount of 164,510 kr. A few days later, I went through the KYC process to verify my account, which is standard procedure. At this point, my full balance was still available in my account. I then requested a withdrawal of 20,000 kr.
However, I only received 14,480 kr of the 20,000 kr I had requested, which seemed odd. When I logged in today (February 26th), I discovered that almost all of my winnings had been confiscated. I immediately contacted customer support, and they informed me that my winnings were removed due to a 5x max win rule on the bonus.
This was shocking to me because this rule was not part of the terms and conditions I accepted when I registered and deposited on February 17th. I pointed this out to the support agent, explaining that removing my winnings under a rule that was not originally in place is outright fraudulent. However, the agent insisted that the rule had always been there and that I was mistaken.
I then asked the agent if winnings exceeding the 5x limit are automatically removed when wagering is completed, to which they confirmed "yes". However, this directly contradicts what happened in my case. My winnings were not automatically removed when the wagering was completed—instead, the funds remained in my account for several days and were only confiscated after I had requested a withdrawal.
Furthermore, on the bonus screen, it clearly stated that 164,510 kr was converted into real winnings. If the 5x max win rule had existed at the time of my deposit and gameplay, this amount would have been capped and displayed correctly at that point. The fact that the system allowed the full amount to be converted into withdrawable funds further proves that this rule was either implemented after my gameplay or manually enforced after my withdrawal request.
Unfortunately, I do not have a way to go back in time and take a screenshot of the terms as they were on February 17th, but I am 100% certain that this rule was not in place when I registered and played. This is an incredibly deceptive practice, and I urge your complaint team to take this matter seriously.
To conclude, this is one of the most blatant cases of fraud I have ever witnessed from an online casino. A casino should not be allowed to retroactively apply rules and confiscate legitimate winnings. I request that this matter be thoroughly investigated and that my rightful winnings be restored.
Best regards,
Vetle C****
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