Zdravo svima,
Istražili smo nalog igrača i pronašli sledeće:
Registracioni bonus je zatražen 11.09.2023. u vrednosti od 5 EUR
Bonus za registraciju se dodaje na račune igrača nakon verifikacije adrese e-pošte.
Ovo treba zatražiti putem e-pošte, gde su navedeni uslovi i odredbe.
Nakon preuzimanja besplatnog bonusa, igraču je poslata e-poruka sa potvrdom sa uslovima i odredbama i pregledom igre
https://vvv.boocasino.com/en/tnc/registration-complete-bonus
Dana 2023-09-11 igrač je uplatio depozit od 8 EUR kako bi mogao da podnese zahtev za povlačenje
Da biste mogli da podnesete zahtev za povlačenje, stanje opklade mora biti u potpunosti odigrano i depozit mora biti uplaćen na račun.
Ovo je pomenuto u gore navedenim Uslovima i odredbama bonusa za registraciju:
Morate da ispunite uslove za klađenje bonusa pre nego što budete u mogućnosti da zatražite povlačenje. Zahtev za klađenje ovog bonusa je 60 puta veći od iznosa bonusa. (Pogledajte „ Nedozvoljene igre " za listu nedozvoljenih igara).
Bonus se daje samo u svrhu klađenja i biće uklonjen sa vašeg računa kada zatražite povlačenje.
Zahtev za povlačenje je podnet istog dana za 191,00 evra
Zahtev za povlačenje je odbijen 2023-09-12 za stavljanje opklada veće od 10% iznosa bonusa.
Opklade su stavljene na vrednost od 3,5 evra, 2 evra, 4 evra i 7,5 evra
Odredbe i uslovi registracijskog bonusa navode sledeće:
4. Klađenje više od 4,00 € po okretu ili 10% primljenog bonusa (manji od ta dva) na slot igricu
Pošto je traženi bonus bio 5 EUR, iznos opklade ne može biti veći od 0,50 EUR (manji od 4 EUR)
Istorija igara za igrača je poslata na _KSKSKSKSKS_0@email.kkkkk prema zahtevu.
Svi igrači imaju pristup svojoj istoriji igara u odeljku Istorija transakcija na svom nalogu.
Iz bezbednosnih razloga, Istoriju igara može da zatraži samo vlasnik naloga putem e-pošte.
Ovo se ne može zahtevati putem ćaskanja uživo i ne može se poslati poštom na adresu stanovanja igrača.
Pregledali smo istoriju ćaskanja igrača i pronašli sledeće:
Igrač je obavešten o igrama koje nisu dozvoljene i veza je pružena
Igrač je zatvorio razgovor na agentu dok je proveravao nalog u vezi sa istim zahtevom u tački 7
Igrač je pitao u vezi sa tačkom 7 i agent je rekao da stanje opklade mora biti popunjeno da bi mogao da podnese zahtev za povlačenje
Igrač je zatvorio ćaskanje dok je agent otvorio ćaskanje
Igraču je rečeno da je zahtev za povlačenje u razmatranju i da će dodatna ažuriranja biti dostavljena putem e-pošte od Tima za verifikaciju
Igrač je zahtevao da se informacije o nalogu pošalju na njegovu adresu stanovanja za njegovog advokata, agent za podršku je rekao da to nije moguće i da pokaže advokatu svoj nalog
Igrač je pitao u vezi sa uplaćenim depozitom i besplatnim bonusom, tvrdio je da je napravio grešku sa depozitom, zahtevao je uklanjanje opklade i zahtevao povraćaj novca kada su agenti za podršku obavestili da se opklada ne može ukloniti i da se mora igrati.
Želeli bismo da se pozovemo na naše Uslove i odredbe u vezi sa razgovorom br. 7 sa našim agentom.
Igrač je tvrdio da je slučajno deponovao bonus i zahtevao da se ukloni saldo opklade.
Kao što je navedeno u odredbama i uslovima registracijskog bonusa:
Ako ste primili bonus i ne želite da igrate sa njim, možete kontaktirati korisničku podršku da vam bonus ukloni. Međutim, ovo morate učiniti pre nego što položite opkladu nakon što je bonus primljen. Polaganjem opklade nakon što primite bonus, prihvatate bonus i sve primenljive uslove.
Bonus za registraciju je zahtevan, a odigrano je više rundi pre nego što je uplaćen depozit.
Bonus za registraciju je zahtevan besplatni bonus, a ne bonus na depozit
Trebalo je da se popuni bilans opklade od besplatnog bonusa.
Da je opklada uklonjena, dobici bi takođe bili uklonjeni, jer su dobici napravljeni od besplatnog bonusa koji se traži.
Zbog toga su naši agenti ispravno savetovali igrača u skladu sa odredbama i uslovima besplatnog bonusa koji je potraživan i aktivan na nalogu igrača.
Obavestite nas ako je potrebno još nešto.
Srdačan pozdrav,
Predstavnik kazina Boo
Hello All,
We have investigated the player account and have found the below:
A Registration bonus was claimed on 2023-09-11to the value of 5 EUR
A Registration Bonus is added to player accounts upon verification of the email address.
This needs to be claimed by email, where the Terms and Conditions are listed.
After the Free Bonus was claimed, a confirmation email was sent to the player with the Terms and Conditions and Game Overview
https://www.boocasino.com/en/tnc/registration-complete-bonus
On 2023-09-11 a deposit of 8 EUR was made by the player as required to be eligible to submit a withdrawal request
In order to be eligible to submit a withdrawal request, the wager balance must be fully played and a deposit must be made to the account.
This is mentioned in the Registration bonus Terms and Conditions above:
You must complete the bonus wagering requirements before being able to request a withdrawal. The wagering requirement of this bonus is 60 times the bonus amount. (Please see "Non-Allowed Games" for list of non-allowed games).
The bonus is given for wagering purposes only, and will be removed from your account balance when you request a withdrawal.
A withdrawal request was submitted the same day for EUR 191.00
The withdrawal request was declined on 2023-09-12 for placing bets larger than 10% of the bonus amount.
Bets were placed to the value of 3.5 EUR, 2 EUR, 4 EUR, and 7.5 EUR
The Registration Bonus Terms and Conditions state the below:
4. Betting more than €4.00 per spin or 10% of the received bonus amount (the smaller of the two) on a slot game
As the bonus claimed was 5 EUR, the bet amount cannot be larger than 0.50 EUR (smaller than 4 EUR)
The Game History for the player has been sent to branislav.b@casino.guru as requested.
All players have access to their Game History in the Transaction History Section of their account.
For security reasons, the Game History can only be requested by the account owner by email.
This cannot be requested via Live Chat and cannot be sent by mail to a player’s residential address.
We have reviewed the Chat History of the player and have found the below:
The player was advised regarding Non Allowed games and the link was provided
The player closed the chat on the agent while checking the account regarding the same request in point 7
The player asked regarding point 7 and the agent advised wager balance must be completed to be eligible to submit a withdrawal request
The player closed the chat as the agent opened the chat
The player was advised the withdrawal request was under review and further updates would be provided via email from the Verifications Team
The player requested account information be sent to his residential address for his solicitor, the Support Agent advised this is not possible and to show the solicitor his account
The player asked regarding the deposit made and the Free Bonus claimed, claimed he made a mistake with the deposit, requested the wager be removed, and requested a refund when Support Agents advised the Wager cannot be removed and must be played.
We would like to refer to our Terms and Conditions regarding chat no 7 with our agent.
The player claimed he deposited with the bonus by accident and requested the wager balance to be removed.
As stated in the Registration Bonus Terms and Conditions:
If you received the bonus and prefer not to play with it, you may contact Customer Support to have the bonus removed. However, you must do this before placing a bet after the bonus was received. By placing a bet after receiving a bonus, you accept the bonus and any applicable conditions.
The Registration Bonus was claimed, and multiple rounds were played before a deposit was made.
The Registration Bonus was a Free Bonus claimed and not a Deposit Bonus
The Wager balance from the free bonus needed to be completed.
If the wager was removed, the winnings would have been removed as well, as the winnings were made from the Free Bonus money claimed.
Therefore our agents were advising the player correctly according to the Terms and Conditions of the Free Bonus claimed and active on the player’s account.
Please let us know if anything further is needed.
Best regards,
Boo Casino Representative
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