Dragi Celsius Casino,
Vaš najnoviji odgovor ne odgovara na suštinu moje žalbe i mnoga pitanja koja sam pokrenuo u svojoj prethodnoj poruci. Ne samo da niste dali odgovarajuće objašnjenje u vezi sa konfiskacijom mog rejkbeka, već ste propustili da navedete bilo kakve posebne odredbe i uslove da biste opravdali svoje postupke u vezi sa navodnim overbetom.
Adresiranje vaše najnovije poruke:
1 - Preterana kazna za Overbet
Vaša politika da je „preklapanje dovoljna za nas da izgubimo vaš dobitak i uklonimo ceo saldo " je preterana i nepravedna. Greške poput ove mogu i treba u potpunosti da budu sprečene automatskim sistemom koji sprečava postavljanje overbetova. U stvari, već imate uspostavljen takav sistem, pošto su opklade koje prelaze limit od 5 € isključene iz doprinosa uslovu klađenja. Ovo pokazuje da možete da otkrijete preopklade u realnom vremenu, ali odlučite da ih ne sprečite, umesto toga oštro kažnjavate igrače za greške koje se lako mogu izbeći.
2 – Nepostojeće dugme „Pročitao sam pravila".
Vaša tvrdnja o dugmetu „ Pročitao sam pravila i prihvatiću posledice ako ih prekršim " je faktički netačna. Na vašoj platformi ne postoji takvo dugme. Ovo postavlja ozbiljna pitanja o vašem poznavanju funkcija vašeg veb sajta. Iznošenjem neke nepostojeće karakteristike stvarate utisak da sam bio potpuno svestan pravila, a zatim ih svesno prekršio, što je netačno.
3 - Ton komunikacije
Iako me vaša prethodna poruka ne optužuje direktno za zlu nameru, ton je bio optužujući i implicirao je nedostatak dobre vere sa moje strane. Ovo je bilo i neprofesionalno i nepotrebno. Pored toga, sada ste pomerili svoj argument da naglasite da su igrači izuzetno upoznati sa uslovima bonusa pre aktivacije. Ova tvrdnja je potkopana činjenicom da vaši pojedinačni uslovi bonusa nisu transparentno objavljeni na vašoj veb stranici. Ovo pitanje sam eksplicitno pokrenuo u svojoj poslednjoj poruci i ostaje bez odgovora.
4 – Nepotkrijepljena tvrdnja o industrijskim standardima
Konačno, vaša tvrdnja da „ovako rade svi kazina" je netačna. Ugledni kazina ne menjaju retroaktivno uslove bonusa usred klađenja da bi opravdali konfiskaciju depozita i bonusa. Ako tvrdite da je ovo standardna praksa, pozivam vas da navedete primere renomiranih kazina sa takvim pravilima.
Rakeback spor: Osnovna žalba
Vaša najnovija poruka potpuno izbegava da se bavite rakeback sporom, što je srž moje žalbe. Fokusirali ste se na depozit i bonus na depozit, ali rakeback nije ni jedno ni drugo. To je nagrada za aktivnost klađenja i na nju ne bi trebalo uticati kršenje uslova bonusa na depozit, kao što pokazuju vaše sopstvene akcije u prvom periodu bonusa.
U prvom bonus periodu (2. novembar, depozit od 10.000 dolara), čak i nakon što su uslovi bonusa prekršeni i primenjene kazne – naime, konfiskacija svih bonus dobitaka – rejka zarađena tokom tog perioda je ostavljena netaknuta i dostupna za povlačenje. Ovaj presedan me je naveo da verujem da rakeback nije vezan za uslove bonusa i da se smatra pravim novcem.
Međutim, tokom drugog perioda bonusa (9. novembar, depozit od 20.000 dolara), uprkos tome što sam zaradio rakeback na sličan način kao tokom prvog bonus perioda, moje povlačenje je odbijeno, a sredstva su konfiskovana bez odgovarajućeg objašnjenja. Zašto je rakeback tretiran kao važeći pravi novac tokom prvog bonus perioda, ali ne i tokom drugog? Ovaj nedosledan tretman podriva vaš kredibilitet i sugeriše diskriminatorski pristup.
Konačni zahtev za transparentnost
Tražim odgovarajuće objašnjenje zašto je moje povlačenje rejkbeka odbijeno, a sredstva konfiskovana. Ovo objašnjenje mora da se odnosi na specifične odredbe i uslove i da opravda nedosledno rukovanje rejkbekom između dva bonus perioda.
Pored toga, još jednom vas pozivam da objavite moju punu istoriju igre i dnevnike ćaskanja kako biste omogućili transparentnost i nezavisnu verifikaciju mojih tvrdnji.
Na kraju, pozivam vas da se pozabavite širim pitanjima koja sam pokrenuo u svojoj prethodnoj poruci, uključujući nedostatak jasnoće u uslovima bonusa, vašu retroaktivnu primenu izmena pravila i odsustvo standardne zaštite igrača kao što je automatska prevencija preklapanja. Ignorisanje ovih zabrinutosti ne odražava nivo profesionalizma koji se očekuje od licenciranog kazina.
S poštovanjem,
Manfred
Dear Celsius Casino,
Your latest response fails to address the core of my complaint and the many issues I raised in my previous message. Not only did you fail to provide a proper explanation regarding the confiscation of my rakeback, but you also failed to reference any specific terms and conditions to justify your actions regarding the alleged overbet.
Addressing Your Latest Message:
1 - Excessive Penalty for Overbet
Your policy that "an overbet is enough for us to forfeit your winnings and remove your entire balance" is excessive and unfair. Mistakes like this can and should be prevented entirely by an automatic system that stops overbets from being placed. In fact, you already have such a system in place, as bets exceeding the €5 limit are excluded from contributing to the wagering requirement. This demonstrates that you can detect overbets in real-time but choose not to prevent them, instead penalizing players harshly for errors that could easily be avoided.
2 - Nonexistent "I Read the Rules" Button
Your claim about a "I read the rules and will accept the consequences if I break them" button is factually incorrect. No such button exists on your platform. This raises serious questions about your familiarity with your own website’s features. By bringing up a nonexistent feature, you create the impression that I was made fully aware of the rules and then knowingly violated them, which is untrue.
3 - Tone of Communication
While your previous message does not outright accuse me of malicious intent, the tone was accusatory and implied a lack of good faith on my part. This was both unprofessional and unnecessary. Additionally, you have now shifted your argument to emphasize that players are made exceptionally aware of the bonus terms before activation. This claim is undermined by the fact that your individual bonus terms are not published transparently on your website. I explicitly raised this issue in my last message, and it remains unanswered.
4 - Unsubstantiated Claim About Industry Standards
Finally, your assertion that "this is the way all casinos are working" is incorrect. Reputable casinos do not retroactively change bonus terms mid-wagering to justify confiscating deposits and bonuses. If you claim this is standard practice, I invite you to provide examples of reputable casinos with such policies.
Rakeback Dispute: The Core Complaint
Your latest message completely avoids addressing the rakeback dispute, which is the heart of my complaint. You focused on the deposit and deposit bonus, but the rakeback is neither. It is a reward for wagering activity and should not be affected by breaches of the deposit bonus terms, as your own actions in the first bonus period demonstrate.
In the first bonus period (Nov 2, $10,000 deposit), even after the bonus terms were breached and penalties applied—namely, the confiscation of all bonus winnings—the rakeback earned during that period was left untouched and available for withdrawal. This precedent led me to believe that rakeback was not tied to the bonus terms and was considered real money.
However, during the second bonus period (Nov 9, $20,000 deposit), despite earning rakeback in a similar manner as during the first bonus period, my withdrawal was rejected, and the funds confiscated without proper explanation. Why was the rakeback treated as valid real money during the first bonus period but not during the second? This inconsistent treatment undermines your credibility and suggests a discriminatory approach.
Final Request for Transparency
I request a proper explanation for why my rakeback withdrawal was rejected and the funds confiscated. This explanation must reference specific terms and conditions and justify the inconsistent handling of the rakeback between the two bonus periods.
Additionally, I once again invite you to publish my full gameplay history and chat logs to allow for transparency and independent verification of my claims.
Finally, I urge you to address the broader issues I raised in my previous message, including the lack of clarity in your bonus terms, your retroactive application of rule changes, and the absence of standard player protections like automated overbet prevention. Ignoring these concerns does not reflect the level of professionalism expected from a licensed casino.
Sincerely,
Manfred
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