Dragi kazino guru!
Kazino odbija da plati mojih 0,0348395 BTC uprkos tome što ispunjava više zahteva putem ćaskanja, koji NISU navedeni u njihovim uslovima i odredbama.
2023/07/20 09:46:22 deponovao sam 0,01563547 BTC na veb lokaciju, što sam akumulirao iznad 0,034 BTC, bez uzimanja bonusa.
Kada sam želeo da podignem ovu sumu novca, moja povlačenja su odbijena.
U razgovoru je rečeno da je moj iznos za povlačenje ograničen jer nisam dostigao VIP nivo 2 na njihovom sajtu.
Prvo, ništa ne navodi ovo na njihovoj stranici sa uslovima i odredbama, ali bio sam besan, pa sam se poigrao.
Igrao sam rulet veoma brzo da bih povećao svoj VIP nivo i imao sam sreće, uspeo sam da postignem VIP nivo 2.
Agent za ćaskanje je promenio svoje izjave i rekao mi da je to pogrešno rekao, ja sam sve vreme BIO nivo 2, ali moram da dostignem nivo 3, što je naravno očigledna laž.
Ovog puta sam napravio snimak ekrana svog statusa nivoa 2 i ponovo okušao sreću na ruletu. Na moju sreću, dostigao sam nivo 3 sa minimalnim gubitkom svojih sredstava do mesta gde sam stigao na 0,034838935 BTC. Sada sam bio tako srećan što konačno mogu da povučem svoja sredstva.
Zatim je agent za ćaskanje rekao da je moje povlačenje ponovo odbijeno zbog limita, a ja mogu da podignem samo 0,0035 BTC. Šta?? Ne postoji ništa na sajtu što ovo kaže.
T&C kaže ovo:
9.6. U slučajevima kada je vaš saldo najmanje 10 puta veći od ukupnog iznosa vaših depozita, bićete ograničeni na 5.000 € (ili ekvivalentnu valutu) za podizanje mesečno. U drugim slučajevima maksimalni iznos povlačenja mesečno je 10.000 €.
Nijedno od tih pravila nije prekršeno, to što govore nema smisla. Takođe sam priložio svoju istoriju transakcija! Imao sam jedno prethodno podizanje u iznosu od 0,0320513 koje je uspešno obrađeno 20. jula, ali ne žele da to urade sa trenutnim.
Takođe sam priložio celu istoriju ćaskanja i sami možete videti kako se razgovor odvija.
Želim dve stvari sa ovom žalbom:
- Neka mi bet999.io isplati moja sredstva pošto sam ispunio zahteve agenta za ćaskanje čak i kada nisu navedeni u njihovim uslovima i odredbama.
- Ako to ne učine, želeo bih da dobijem pomoć da ih prijavim regulatorima, a takođe da im skinem bezbednu ocenu od Casino Gurua, jer je to bio glavni razlog zašto sam ih izabrao da igraju.
Hvala unapred Casino Guru. Za sva druga pitanja na koja treba da odgovorim, stojim vam na raspolaganju.
Oh, i moj nalog još nije verifikovan, jer nisu tražili od mene da izvršim verifikaciju da bih mogao da se povučem. Ja sam 100% voljan da to uradim, ali u ćaskanju nije ni pomenuta verifikacija.
(Sporni iznos je 0,03483935 BTC, što nisam mogao da navedem prilikom podnošenja žalbe)
Dear Casino Guru!
The casino is refusing to pay my 0.0348395 BTC despite satisfying multiple requirements by chat, which are NOT stated in their terms and conditions.
On 2023/07/20 09:46:22 I deposited 0.01563547 BTC to the website, which I accumulated up above 0.034 BTC, without taking any bonuses.
When I wanted to withdraw this amount of money, my withdrawals got rejected.
The chat said my withdrawal amount is capped because I have not reached VIP level 2 on their site.
First off, there is nothing that states this on their terms and conditions page, but I was furious, so played along.
I played some roulette really quickly to scale up my VIP level and I got lucky, I managed to hit VIP level 2.
The chat agent changed his statements and told me that he was saying it incorrectly, I WAS level 2 all along, but I need to reach level 3, which is of course, a blatant lie.
This time I have taken a screenshot of my level 2 status, and tried my luck on roulette again. To my luck, I reached level 3 with a minimum loss of my funds to where I arrived at 0.034838935 BTC. I was so happy now that I can finally withdraw my funds.
Then, the chat agent said that my withdrawal is rejected again because of limits, and I can only withdraw 0.0035 BTC. What?? There is nothing on the site that says this.
T&C says this:
9.6. In cases when your balance is at least 10 times larger than the total sum of your deposits, you will be limited to € 5,000 (or currency equivalent) for withdrawal per month. In other cases the maximum withdrawal amount per month is € 10,000.
None of those rules are broken, what they are saying makes no sense. I have also attached my transaction history! I had one previous withdrawal at the sum of 0.0320513 which has been processed successfully on the 20th of July, but they do not want to do it with the current one.
I also attached the full chat history and you can see the conversation unfold yourself.
I want two things with this complaint:
- Make bet999.io pay me my funds as I have completed the chat agent's requirements even when they are not stated in their terms and conditions.
- If they fail to do so, I would like to get help on reporting them to the regulators, and also take their safe rating down from Casino Guru, as it was the main reason I have chosen them to play.
Thank you in advance Casino Guru. For any other questions that need to be answered by me, I am at your disposal.
Oh, and my account is not yet verified, as they have not asked me to do the verification to be able to withdraw. I am 100% willing to do it, but the chat has not even mentioned verification.
(The disputed amount is 0.03483935 BTC, which I could not specify when submitting the complaint)
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