NaslovnaPritužbeCasino Adrenaline - Igrač je optužen da je prekršio maksimalnu dozvoljenu opkladu.
Casino Adrenaline - Igrač je optužen da je prekršio maksimalnu dozvoljenu opkladu.
Automatski prevedeno:
Iznos:
287,87 $
Casino Adrenaline
Index sigurnosti:Veoma visok
Sigurnosni indeks
Kazina sa vrlo visokim indeksom sigurnosti obično su dokazane od strane stotina hiljada igrača dok nemaju nula ili mali broj relevantnih pritužbi. Igranje u kockarnicama sa vrlo visokim indeksom sigurnosti smatramo savršeno sigurnim, jer su dokazali da prema svojim igračima postupaju pošteno.
Poslato:
07/07/2023
|
Rešeno : 09/08/2023
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The player from Mississippi was disputing a claim made by the casino that they exceeded the maximum bet amount allowed while playing with a bonus. The player insisted the maximum they bet was 5 dollars and did not believe that they bet 32 dollars as claimed by the casino. The player did not have access to the full game history and aimed to resolve this issue. After reviewing all the provided details from the casino, it was confirmed that the player indeed exceeded the maximum bet, however, it seems it was a one-time and/or unintentional violation. The casino was able and willing to reconsider its original decision and offered the player the reimbursement of the disputed winnings decreased by the sum of the bonus amount since it was not withdrawable, his deposit put into play, and the winnings accumulated from the forbidden bet. The complainant consequently accepted the casino's offer and has already confirmed a successful withdrawal. The complaint is resolved.
Igrač iz Misisipija je osporio tvrdnju kazina da su prekoračili maksimalni dozvoljeni iznos opklade dok su igrali sa bonusom. Igrač je insistirao da je maksimum na koji su se kladili 5 dolara i nije verovao da je kladio 32 dolara kako tvrdi kazino. Igrač nije imao pristup celoj istoriji igre i želeo je da reši ovaj problem. Nakon pregleda svih dostavljenih detalja iz kazina, potvrđeno je da je igrač zaista premašio maksimalnu opkladu, međutim, čini se da je to bio jednokratni i/ili nenamerni prekršaj. Kazino je bio u mogućnosti i voljan da preispita svoju prvobitnu odluku i ponudio je igraču nadoknadu spornog dobitka umanjenog za zbir iznosa bonusa pošto nije mogao da se povuče, njegov depozit je stavljen u igru, a dobitak akumuliran od zabranjene opklade. Podnosilac žalbe je stoga prihvatio ponudu kazina i već je potvrdio uspešno povlačenje. Žalba je rešena.
Kažu da sam se previše kladio. Na jednoj utakmici su rekli da sam se kladio na 32 dolara, ne verujem im da mi nisu pokazali nikakav dokaz. Najviše sam se kladio na 5 dolara sve vreme dok sam igrao tamo. Rekli su da je to očigledno bilo nenamerno, ali želim 25 dolara popusta na taj obrt, ali još uvek ne verujem u to. Nemam nijedan snimak ekrana ničega, sve što imam su mejlovi između nas dvoje. Pokušao sam da pogledam svoju istoriju, ali ona seže samo 50 okretaja.
They say I was overbetting. On one game they said I bet 32 dollars, I don't believe them they didn't show me any proof the most I bet was 5 dollars the whole time I played there. They said it was obviously unintentional but I want $25 off that spin but I still don't believe it. I don't have any screenshots of anything all I have is emails between the two of us. I tried to look in my history but it only goes back for 50 spins.
Hvala vam puno što ste podneli žalbu. Žao mi je što čujem za vaše negativno iskustvo. Proverio sam uslove i uslove za bonus i našao sam ovo:
„16 U interesu poštenog igranja, maksimalna dozvoljena opklada za vreme dok je bonus aktivan je USD/EUR/CAD 5, ZAR 75, 1 mBTC, 0,03 ETH, 0,2 LTC, 4000 DOGE ili 0,05 BCH. iznad ovog ograničenja dok je bonus aktivan, dobitak u promociji će biti poništen i uklonjen."
Pravilo maksimalne opklade je, u stvari, industrijski standard, baš kao i činjenica da kazino ima pravo da oduzme dobitke igrača iz bonus igre nakon što prekrši ovo pravilo. Radije ne idemo protiv industrijskih standarda kažnjavanjem kazina koji s vremena na vreme koriste pravilo maksimalne opklade protiv igrača.
Međutim, ako smatrate da ste greškom optuženi, slobodno mi prosledite istoriju igara kojoj možete da pristupite zajedno sa vezom do određenog bonusa koji ste iskoristili i igrali. Moja adresa e-pošte je _KSKSKSKSKS_0@email.kkkkk .
Ako postoji neka druga relevantna komunikacija između vas i kazina, pošaljite je takođe.
Hvala unapred na odgovoru.
Srdačan pozdrav,
Kristina
Dear rdeeno39,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the bonus T&Cs and I found this:
"16 In the interests of fair gaming, the maximum bet allowed to be placed during while any bonus is active is USD/EUR/CAD 5, ZAR 75, 1 mBTC, 0.03 ETH, 0.2 LTC, 4000 DOGE, or 0.05 BCH. Betting above this limit while a bonus is active will result in promotion winnings been voided and removed."
The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.
However, if you feel like you have been accused mistakenly, feel free to forward me the game history you are able to access together with a link to the specific bonus that you redeemed and played. My email address is kristina.s@casino.guru.
If there is any other relevant communication between you and the casino, please send it as well.
Produžavamo tajmer za 7 dana. Molim vas da znate da ukoliko ne odgovorite u zadato vreme ili ne pružite asistenciju, mi ćemo da odbijemo prigovor.
Dear rdeeno39,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Zdravo Kristina, izvinjavam se, nisam znala da imam na šta da odgovorim. Razumem pravilo maksimalnog klađenja i razumem da je to uobičajena praksa. Iskreno, ne verujem da sam to uradio. Od tada se nisam vratio u taj kazino, ali ću videti da li mogu da dobijem kopiju svoje istorije od te noći.
Hi Kristina I apologize I didn't know that there was anything to respond to. I understand the max betting rule and understand that it is common practice. I just really honestly don't believe I did it. I haven't been back to that casino since but I will see if I can get a copy of my history from that night.
Hvala vam puno, rdeeno39, na saradnji. Vašu žalbu ću sada preneti kolegi Branislavu ( _KSKSKSKSKS_0@email.kkkkk ) koji će vam biti na usluzi. Želim vam puno sreće i nadam se da će problem biti rešen na vaše zadovoljstvo u bliskoj budućnosti.
Thank you very much, rdeeno39, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Žao mi je što čujem za vaše neprijatno iskustvo i izvinite zbog kašnjenja. Kontaktiraću kazino i potrudiću se da rešim problem što je pre moguće. Sada bih želeo da pozovem predstavnika Casino Adrenaline da se pridruži ovom razgovoru i učestvuje u rešavanju ove žalbe.
Dragi Casino Adrenaline timu ,
Da li biste mogli da pogledate problem podnosioca žalbe i da nam date detaljnije objašnjenje?
Ako govorimo o kršenju Uslova i odredbi kazina, da li je kazino u stanju da potkrepi svoju odluku relevantnim dokazima? Možete li da podelite sa mnom kompletnu istoriju igranja igrača?
Da li sam dobro razumeo da je navodno prekršio pravilo o maksimalnom iznosu opklade dok je igrao sa dotičnim bonusom 4. jula 2023, ali ga je kazino obavestio da tog datuma nije bilo opklada?
U slučaju da je to bila jednokratna greška na strani igrača, da li bi kazino mogao da odbije dobitak od prekoračene opklade i isplati ostatak spornog iznosa?
Podatke je moguće podeliti direktno ovde, uz vaš odgovor, ili slanjem na moju e-mail adresu ( branislav.b@casino.guru ).
Hvala vam unapred na pružanju informacija.
Hello, rdeeno39,
I am sorry to hear about your unpleasant experience, and sorry for the delay. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Casino Adrenaline's representative to join this conversation and participate in the resolution of this complaint.
Dear Casino Adrenaline team,
Could you please look at the complainant's issue and provide us with an explanation in more detail?
If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence? Can you share with me the player's complete play history?
Do I understand correctly he allegedly breached the maximum bet amount rule while playing with the bonus in question on July 4, 2023, but the casino informed him that there were no bets made on this date?
In case it was a one-time mistake on the player's side, would the casino be able to deduct the winnings from the exceeded bet and pay out the rest of the disputed amount?
It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).
Thank you in advance for providing the information.
Voleli bi da zamolimo kazino da odgovori na ovu pritužbu. Produžujemo timer za 7 dana. Ako kazino ne odgovori u predviđenom roku, prigovo ćemo zatvoriti kao "nerešen", što može negativno uticati na rejting kazina.
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Imajte na umu da su račun i igra igrača pregledani u vezi sa odlukom Kazina da poništi dobitke.
Igrač je zaista napravio overbet od $32.00 uz bonus COOL125 . Ispod možete videti snimak ekrana predmetne opklade sa vidljivim stanjem. Imajte na umu da je e-mail adresa igrača delimično zatamnjena da bi se zaštitila privatnost igrača. Naravno, kompletan izveštaj je poslat i igraču i na Branislavovu ličnu e-mail adresu.
Odredbe i uslovi za bonus kazina Adrenaline navode sledeće: „ 16 U interesu poštenog igranja, maksimalna dozvoljena opklada za vreme dok je aktivan bonus je USD/EUR/CAD 5, ZAR 75, 1 mBTC, 0,03 ETH, 0,2 LTC, 4000 DOGE ili 0,05 BCH. Klađenje iznad ovog ograničenja dok je bonus aktivan rezultiraće poništenjem i uklanjanjem promotivnih dobitaka ."
Iako je odluka o poništavanju dobitka opravdana, s obzirom da je igrač stavio samo jednu opkladu preko limita, Uprava je odlučila da tu odluku poništi i nadoknadi račun igrača.
Imajte na umu da je iznos bonusa oduzet od bilansa, jer iznos bonusa služi samo u svrhe klađenja i ne može se povući. Takođe, pošto je prvobitni depozit igrača nadoknađen i igrač ga je potrošio, on je takođe oduzet od salda igrača, kao i iznos dobitka od preklapanja od 32,00 dolara.
To znači da nadoknađeni iznos iznosi 287,87 USD (470,00 USD - 49,82 USD ( iznos bonusa ) - 39,86 USD ( Originalni depozit ) - 93,20 USD ( Iznos pobede od preklapanja )).
Rdeeno39 , možete kontaktirati naš tim za plaćanja da finalizujemo vaše povlačenje ako smatrate da je ovo rešenje prihvatljivo.
Ukoliko vam je potrebna dodatna pomoć, slobodno nas kontaktirajte.
Srdačan pozdrav,
Luke Nevman
Upravljanje adrenalinom u kazinu
Hello,
Hope you are well.
Please note that the player's account and gameplay have been reviewed regarding the decision made by the Casino to void the winnings.
The player has indeed made an overbet of $32.00 with the bonus COOL125. Below you may see the screenshot of the bet in question with the balances visible. Please note that the player's e-mail adddress is partially blacked out to protect the player's privacy. Of course, the full report has been sent both to the player and to Branislav's personal e-mail address.
Casino Adrenaline's Bonus Terms & Conditions state the following: "16 In the interests of fair gaming, the maximum bet allowed to be placed during while any bonus is active is USD/EUR/CAD 5, ZAR 75, 1 mBTC, 0.03 ETH, 0.2 LTC, 4000 DOGE, or 0.05 BCH. Betting above this limit while a bonus is active will result in promotion winnings been voided and removed."
Although the decision to void the winnings is justified, given that the player only made one bet over the limit, the Management has decided to overturn the decision and the reimburse the player's account.
Please note that the bonus amount was deducted from the balance, as the bonus amount serves for wagering purposes only and it is not withdrawable. Also, as the player's original deposit was reimbursed and the player spent it, it has also been deducted from the player's balance as well as the win amount from the $32.00 overbet.
This means that the reimbursed amount totals to $287.87 ($470.00 - $49.82 (Bonus Amount) - $39.86 (Original deposit) - $93.20 (Win amount from the overbet)).
Rdeeno39, you may contact our payments team to finalize your withdrawal should you find this resolution acceptable.
Should you need any additional assistance, please do not hesitate to contact us.
Sjajna vest! Hvala vam obojici na vašim odgovorima.
Sporni iznos je ažuriran na 287,87 dolara.
Poštovani rdeeno39 ,
Možete li nam dati najnovije informacije o slučaju? Da li su vaš nalog i dobici vraćeni? Ako jeste, ima li napretka? Da li ste uspeli da kontaktirate relevantno odeljenje da završite povlačenje?
Great news! Thank you both very much for your replies.
The disputed amount was updated to $287.87.
Dear rdeeno39,
Can you please provide us with an update on the case? Have your account and winnings been restored? If yes, is there any progress? Were you able to contact the relevant department to finalize your withdrawal?
Hvala vam, rdeeno39, na potvrdi i korišćenju centra za rešavanje žalbi Casino Guru. Veoma mi je drago što ste dobili svoja sredstva. Pošto je problem uspešno rešen, sada ću vašu žalbu označiti kao „rešenu" u našem sistemu. Iako se iskreno nadam da se to neće dogoditi, ne ustručavajte se da nas kontaktirate u budućnosti ako naiđete na bilo kakve probleme sa ovim ili bilo kojim drugim kazinom. Tu smo da pomognemo.
Hvala puno, Casino Adrenaline timu, na pomoći i saradnji u rešavanju problema!
Srdačan pozdrav,
Branislav, Casino.guru
Thank you, rdeeno39, for confirmation and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.
Thank you very much, Casino Adrenaline team, for your help and cooperation in resolving the matter!
Best regards,
Branislav, Casino.guru
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