Zdravo henridbombtrakk
Ja sam Michal i preuzeo sam vašu žalbu. Pregledao sam vaš slučaj i dobio sam dokaze iz kazina da ste osvojili dobitak dok je bonus još bio aktivan.
Dozvolite mi da pokušam da objasnim.
Dobili ste 105 dolara da isprobate sajt sa kodom kupona (105LOKO). Na kraju ste osvojili preko 3000 dolara. Zatražili ste povlačenje 2000 dolara i odbijeno je. Podrška je rekla da možete povući samo 105 dolara. Niste povukli 105$, tako da je tehnički bonus sa maksimalnim limitom za isplatu od 105$ i dalje bio aktivan. Deponovali ste još 50 dolara, ali uslovi bonusa i dalje važe kao što je ovde pomenuto:
PRAVILA
BONUS BEZ DEPOZITA (BESPLATNI ČIPOVI, BESPLATNI SPINS)
11. Iako mešanje depozita i besplatnog bonusa nije dozvoljeno, svesni smo da se ovo može desiti s vremena na vreme. Ako, iz bilo kog razloga, napravite depozit dok koristite bonus bez depozita (npr. besplatni čip, ponuda besplatnih okretaja, itd.), i dalje će važiti uslovi za opkladu i maksimalno dozvoljeni iznos gotovine iz bonusa bez depozita.
Nažalost, nakon prikupljanja svih potrebnih informacija, moramo se složiti sa odlukom kazina u ovom slučaju. Mogu samo da vam preporučim da temeljno pročitate uslove i uslove za bonus pre nego što aktivirate bilo koji bonus kako biste izbegli ovakva razočarenja u budućnosti.
Za drugi deo vaše žalbe u vezi sa vremenima isplate. Ovo je opet zaista teško proceniti. Razumem vašu poentu i slažem se sa vama da bi kazino trebalo da se pridržava svog oglašenog vremenskog okvira, međutim, imajte na umu da je sasvim uobičajeno da povlačenja potraju nekoliko dana ili čak nedelja da se u potpunosti obrađuju. Nekoliko faktora kao što su Uprava za licenciranje, geolokacija, ugovori sa provajderima plaćanja i bankarska ograničenja, svi imaju veliki uticaj. Ako je način plaćanja bio dostupan za depozite, to ne znači nužno da će biti ponuđen i za isplate, takođe se može prekinuti u bilo kom trenutku. Nažalost, kazina su ponekad nemoćna i ograničena u ponudi načina plaćanja svojim klijentima. Imajući ovo na umu, ne možemo ovo smatrati nečim nepravednim jer čak ni najbolji kazina u industriji ne mogu 100% da garantuju da će igrači biti plaćeni u roku od nekoliko minuta.
Razumem da ovo nije zadovoljavajuće rešenje za vaš problem, ali nakon prikupljanja svih potrebnih informacija mislimo da nije potrebna nikakva dalja istraga i primorani smo da odbijemo vašu žalbu. Ako postoji nešto što sam prevideo ili ako imate druge informacije koje će baciti drugačije svetlo na ovaj slučaj, slobodno ih podelite. U suprotnom, primorani smo da odbijemo vašu žalbu.
Hello henrydbombtraxx
I'm Michal and I have taken over your complaint. I have reviewed your case and I have received evidence from the casino that you gained your winnings while the bonus was still active.
Let me try to explain it.
You were given $105 to try the site with a coupon code (105LOKO). You ended up winning over $3000. You requested a withdrawal of $2000 and it was denied. The support said you could only withdraw $105. You have not withdrawn the $105 so technically the bonus with the max cashout limit of 105$ was still active. You did deposit another $50, but the bonus terms and conditions still apply as mentioned here:
RULES
NO DEPOSIT BONUSES (FREE CHIPS, FREE SPINS)
11. While mixing deposits and a free bonus is not allowed, we are aware that this may happen from time to time. If, for whatever reason, you make a deposit while using a No Deposit Bonus (e.g. Free Chip, Free Spins offer, etc.), the wagering requirements and maximum allowed cash out of the No Deposit Bonus will still apply.
Unfortunately, after gathering all the necessary information, we have to agree with the casino's decision in this case. I can only recommend that you read the bonus T&Cs thoroughly before you activate any bonuses to avoid disappointments like this in the future.
For the other part of your complaint regarding the payout times. This is again really hard to judge. I understand your point and agree with you that the casino should stick to its advertised time scale, however, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. Several factors such as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers. With this in mind, we can't consider this as something unfair as even the best casinos in the industry can't 100% guarantee that players are paid within minutes.
I understand this isn't a satisfactory solution to your issue, but after gathering all the necessary information we don't think any further investigation is needed and we are forced to reject your complaint. If there is something I have overlooked or if you might have other information that will shed a different light on this case, please feel free to share them. Otherwise, we are forced to reject your complaint.
Automatski prevedeno: