Dragi CasinoGuru, zdravo,
Imao sam 25 besplatnih okretaja u ovom kazinu, koje sam koristio i kladio za oko 11% dok moj bilans nije dostigao 0.
Kada je moj balans dostigao 0, deponovao sam 25 evra sa 100% bonusa na depozit i nastavio sam da igram.
Posle otprilike sat vremena klađenja mog novog bonusa, odjednom je moj saldo od 180 evra postao 42.
Kontaktirao sam kazino podršku uživo i njihovo objašnjenje je prvo bilo sledeće:
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Imajte na umu da ste završili klađenje besplatnih okretaja bez depozita.
Prema Uputstvima za promociju:
Svi dobici od besplatnih okretaja, nakon ispunjavanja uslova za klađenje, ograničeni su na maksimalan iznos u valuti od 20 €.
https://bongoslot.com/en/offers/25-free-spins-gift/polici
Prilikom izračunavanja maksimalnog iznosa bonusa koji se može povući iz bonusa, uzima se u obzir i suma opklada za pravi novac.
Dok ste kladili bonus od besplatnih okretaja, iskoristili ste 25 EUR opklade za pravi novac. A pošto je maksimum ograničen na 20 EUR (prema gore navedenom pravilu), dobili ste 25 + 20 = 45 EUR
To je maksimalni mogući iznos za povlačenje iz bonusa nakon ispunjavanja uslova klađenja.
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Na šta sam odgovorio da prema njihovim uslovima nemam dobitke od besplatnog okretaja i stoga ne bi trebalo više da ga kladim.
Kazino je ovog puta došao sa novim opravdanjem i citiram
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Prema našim bonus pravilima:
Zahtevi za bonus kreditiranje i klađenje:
3.2. Neki Live Casino i Slots bonusi mogu automatski isteći ako je bilans korisnika nulti 15 minuta. U takvim slučajevima, svi dobici, koji su upisani nakon 15 minuta, biće oduzeti od salda korisnika. Ako korisnik izvrši depozit u roku od 15 minuta, kada bonus nije završen ili nije istekao, novi dobici će automatski biti pripisani na bonus račun. Da biste saznali koliko dugo će bonus trajati, pogledajte posebna pravila za bonus.
Preporučujemo da uvek proverite odeljak „Bonusi" na svom ličnom nalogu da vidite da li je bonus već istekao ili nije.
Takođe možete da nam se obratite ovde u ćaskanju da proverite u svoje ime.
[Poništi citiranje]
Posle ovog trenutka sam odustao i počeo sam da popunjavam svoju žalbu ovde.
Najpre:
a.)Ovaj termin koji su „pronašli" nije primenljiv na moj slučaj, jer nije ono što se dogodilo, već upravo suprotno. Nije bilo aktivnog bonusa koji je oduzet od stvarnog stanja, već je nepostojeći bonus oduzet od mog sledećeg bonusa.
b.)Ovaj termin se odnosi na bonus slot runde, a ne na balans.
c.) Piše "NEKI" bonusi i nijedan od bonusa koje sam koristio nije pominjao ništa o ovom terminu.
Iskreno vaš,
George
Dear CasinoGuru hello,
I had 25 free spins on this casino , which I used and waggered for about 11% until my balance reached 0.
When my balanced reached 0 , I deposited 25 euros with a 100% deposit bonus and I continued playing.
After 1 hour or so of waggering my new bonus , suddenly my balance from 180 euros became 42.
I contacted the Casino's live support and their explanation first was that :
[QUOTE]
Kindly note that you have completed the wagering of the no-deposit free spins.
According to the promotion T&C:
Any winnings from the Free Spins, after completing wagering requirements, are capped at a maximum currency amount of €20.
https://bongoslot.com/en/offers/25-free-spins-gift/policy
When calculating the maximum bonus amount that can be withdrawn from the bonus, the sum of real money bets is taken in consideration as well.
While wagering the bonus from the free spins, you have used 25 EUR of real money bets. And since the maximum is capped at 20 EUR (as per the rule sited above), you have received 25 + 20 = 45 EUR
It is the maximum possible amount to withdraw from the bonus after completing the wagering conditions.
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To which I replied that according to their terms and conditions, I had no winnings from the free spin and thus I shouldn't be waggering it anymore.
The Casino came with a new excused this time and I quote
[Quote]
According to our Bonus rules:
Bonus crediting and wagering requirements:
3.2. Some Live Casino and Slots bonuses can automatically expire if the user’s balance is null for 15 minutes. In such cases, all wins, which were credited after 15 minutes, will be deducted from the user’s balance. If the user makes a deposit within the 15-minute period, when the bonus is not completed or has not expired, new winnings will be automatically credited to the bonus account. To find out how long the bonus will last for, check the bonus-specific rules.
We recommend to always check the "Bonuses" section of your personal account to see if the bonus has already expired or not yet.
You can also reach out to us here in the chat to check on your behalf.
[Unquote]
After this point I gave up and I started filling my complaint here.
First of all:
a.)This Term they "found" is not applicable to my case , since it's not what happened, but the exact opposite. There wasn't any active bonus deducted from real Balance , but a non existing bonus deducted from my next bonus.
b.)This term is reffering bonus slot rounds and not balances.
c.)It says "SOME" bonuses and neither of the bonus I used mentioned anything about this term.
Sincerely yours,
George
Automatski prevedeno:
