Dragi Shawnoo88.
Vašu žalbu smo detaljno ispitali.
2021-12-30 Napravili ste depozit od 300 EUR i dobili 50% bonusa + 50 besplatnih okretaja na Weekend Reload promociji.
Sa depozitom od 300EUR ste napravili sportsku opkladu na utakmicu Valencia CF - Espanyol Barcelona. Vaša opklada na ovaj meč je izgubljena.
Nakon što ste se kladili na sport, aktivirali ste primljeni bonus i počeli da se kladite u slotovima na bonus sredstva.
Nakon što ste izgubili sva bonus sredstva, uplatili ste još 50EUR na svoj račun za klađenje. Uz pomoć ovog depozita nastavili ste da se kladite u skoro istim slotovima koje ste napravili na bonus sredstva. Vaš dobitak na kraju igara iznosio je 436,22 EUR u stvarnom novcu. Nakon toga izvršili ste zahtjev za povlačenje u iznosu od 400EUR.
Prilikom provjere vaše igračke sesije ustanovljeno je da ste prekršili pravilo bonus politike:
13. Odgađanje bilo koje runde igre u bilo kojoj igri, uključujući funkcije besplatnih okretaja i bonus funkcije, na kasnije vrijeme kada više nemate zahtjeva za klađenje i/ili izvršavanje novih depozita dok su funkcije besplatnih okretaja ili bonus funkcije još uvijek dostupne u igra je zabranjena. U slučaju kršenja ovog pravila, administracija zadržava pravo da poništi sve dobitke.
Slot Golden Beauty (PragmaticPlay) ima igru akumulacije, tokom 9 okretaja igrač može akumulirati posebne simbole na kolutima, a na 10 okretaja ovi simboli se pretvaraju u simbole "WILD".
Utvrđeno je da kada igrate sa bonus sredstvima u slot Golden Beauty(PragmaticPlay) niste završili svih 10 okretaja, i promjenom iznosa opklade, nastavili ste akumulirati "WILD" simbole na različite iznose opklade. Nakon što izgubite sav svoj bonus novac, deponujete 50EUR na svoj račun i idete na Golden Beauty(PragmaticPlay) slot, i završite sa igranjem za pravi novac 10/10 okretaja koji su dati u igri da pretvorite posebne simbole u DIVLJE simbole i dobijete dobitke.
Na osnovu toga, prekršili ste pravilo politike bonusa, stav 13.
Strogo prema pravilima, vaši dobici su poništeni i vaš račun je zatvoren bez prava na ponovno otvaranje.
Nakon što je račun zatvoren 04.01.2022., poslat vam je e-mail, sa detaljnim informacijama, u kojem se navodi:
1) Prekršili ste pravilo bonus politike, stav 13.
2) Vaši dobici su poništeni.
3) Vaš račun je zatvoren.
Takođe, prema našim podacima, 20. januara ste kontaktirali naš chat za tehničku podršku i zatražili pojašnjenje razloga zašto je vaš nalog zatvoren. U tehničkoj podršci za ćaskanje dobili ste i detaljan odgovor, kao i dupliranu e-poštu koju vam je 2022-01-04 poslao Odjeljenje za upravljanje rizicima kazina.
Sve radnje su sprovedene sa računom striktno u skladu sa propisima projekta.
Ako imate dodatnih pitanja, uvijek ćemo vam rado pomoći.
Dear Shawnoo88.
We have examined your complaint in detail.
2021-12-30 You made a deposit of 300EUR and received a 50% bonus + 50 free spins on the Weekend Reload promotion.
With a deposit of 300EUR you have made a sports bet on the match Valencia CF - Espanyol Barcelona. Your bet on this match is lost.
After making a bet on sports, you have activated the received bonus and started to make bets in the slots on bonus funds.
After losing all the bonus funds you deposited another 50EUR into your betting account. With the help of this deposit you continued to make bets in almost the same slots that you made on the bonus funds. Your winnings at the end of the games amounted to 436.22EUR in real money. After that, you have executed the withdrawal request in the amount of 400EUR.
During the check of your gaming session it was found that you have violated the rule of the bonus policy:
13. Delaying any game round in any game, including free spins features and bonus features, to a later time when you have no more wagering requirement and/or performing new deposit(s) while having free spins features or bonus features still available in a game is prohibited. In case of violation of this rule, the administration reserves the right to cancel all winnings.
Slot Golden Beauty (PragmaticPlay) has a game of accumulation, during the 9 spins player can accumulate special symbols on the reels, and on the 10 spin of these symbols are converted to symbols "WILD".
It was found that when playing with bonus funds in slot Golden Beauty(PragmaticPlay ) you did not complete all 10 spins, and by changing the bet amount, continued to accumulate "WILD" symbols at different bet amounts. After you have lost all your bonus money, you deposit 50EUR to your account and go to Golden Beauty(PragmaticPlay ) slot, and finished playing for real money 10/10 spins provided in the game to turn the special symbols into WILD symbols and get the winnings.
On this basis, you have violated the rule of bonus policy paragraph 13.
Strictly according to the rules your winnings have been canceled and your account is closed without the right to reopen.
After the account was closed on 2022-01-04 you were sent an email, with detailed information, stating that:
1) You have violated bonus policy rule paragraph 13.
2) Your winnings were canceled.
3) Your account has been closed.
Also according to our data, you contacted our technical support chat on the 20th of January and asked to clarify the reason why your account was closed. In the technical chat support, you were also given a detailed answer, as well as a duplicated email that was sent to you on 2022-01-04 by the Risk Management Department of the casino.
All actions were carried out with the account strictly in accordance with the regulations of the project.
If you have any further questions, we are always happy to help you.
Automatski prevedeno: