Pišem da bih skrenuo pažnju na problem koji sam iskusio dok sam koristio vašu platformu, a za koji verujem da je bio nepravedan i obmanjujući.
Zatražio sam promociju za 25 besplatnih okretaja, igrao kroz njih i uspeo da osvojim preko 70 dolara. Nakon toga, prešao sam na pravu igru. Nažalost, izgubio sam svoj dobitak, a iskačuće obaveštenje me je obavestilo da je promocija završena. Želeći da nastavim da igram, deponovao sam 33 dolara preko Bitcoin-a. Na moje uzbuđenje, ostvario sam značajnu pobedu i stao sa bilansom od $6,348.
Kada sam pokušao da podignem svoja sredstva, obavešten sam da mogu da unovčim samo 100 dolara. Bio sam šokiran ovim ograničenjem. Kasnije mi je rečeno da su, uprkos iskačućem prozoru koji potvrđuje da je promocija završena, tri centa preostala na mom nalogu od početne promocije ponovo aktivirala drugu promociju. Ovo je nešto za šta se nisam ni prijavio, niti sam svesno učestvovao.
Ne znajući, morao sam da ispunim uslov od 8.000 dolara. Imao sam utisak da je moj depozit od 33 dolara potpuno odvojen od bilo kakvih promocija. Kao rezultat toga, skoro celih 6,348 dolara koje sam osvojio je poništeno, ostavljajući mi samo 100 dolara.
Iako sam podneo žalbu vašem timu za podršku, više puta mi je rečeno da je trebalo da pregledam odredbe i uslove. Međutim, snažno osećam da su informacije koje su date tokom igre, kao što je iskačući prozor u kome se navodi da je promocija završena, obmanjujuće. Prisustvo tri centa na mom nalogu nije trebalo da ponovo aktivira promociju bez mog izričitog pristanka ili svesti.
Ovo iskustvo me je ostavilo da se osećam frustrirano i razočarano. Verovao sam da igram pošteno i u dobroj veri. Gubitak od preko 6.200 dolara zbog nejasnih uslova i komunikacije bio je značajan udarac, i tada sam se osećao nemoćnim da dalje osporavam odluku.
Razumem da se ovaj incident dogodio pre nekog vremena, i priznajem da je moja prepiska sa podrškom tokom spora bila manje nego prijateljska. Međutim, osetio sam duboku nepravdu i u skladu s tim sam izrazio svoju frustraciju.
Nadam se da ću vam skreći pažnju na ovo moje zabrinutosti moći razmotriti i eventualno rešiti. Ako rešenje nije moguće zbog proteklog vremena ili drugih faktora, potpuno razumem. Ipak, cenim priliku da podelim svoje iskustvo i osećam se uverenim da je neko drugi čuo moju stranu priče.
Hvala vam na vašem vremenu i razumevanju.
BC
I am writing to bring attention to an issue I experienced while using your platform, which I believe was both unfair and misleading.
I claimed a promotion for 25 free spins, played through them, and managed to win over $70. Following this, I transitioned to real play. Unfortunately, I lost my winnings, and a pop-up notification informed me that the promotion had ended. Wanting to continue playing, I deposited $33 via Bitcoin. To my excitement, I hit a significant win and stopped with a balance of $6,348.
When I attempted to withdraw my funds, I was informed that I could only cash out $100. I was shocked by this restriction. I was later told that, despite the pop-up confirming the promotion had ended, the three cents remaining in my account from the initial promotion had reactivated a second promotion. This was something I had neither signed up for nor knowingly participated in.
Unbeknownst to me, I had to meet an $8,000 playthrough requirement. I was under the impression that my $33 deposit was entirely separate from any promotions. As a result, nearly the entire $6,348 I won was voided, leaving me with only $100.
While I did raise a complaint with your support team, I was repeatedly told that I should have reviewed the terms and conditions. However, I feel strongly that the information provided during gameplay, such as the pop-up stating the promotion had ended, was misleading. The presence of three cents in my account should not have reactivated a promotion without my explicit consent or awareness.
This experience has left me feeling frustrated and disappointed. I believed I was playing fairly and in good faith. Losing over $6,200 due to unclear terms and communication was a significant blow, and I felt powerless to contest the decision further at the time.
I understand this incident occurred some time ago, and I acknowledge that my correspondence with support during the dispute was less than amicable. However, I felt deeply wronged and expressed my frustration accordingly.
I hope that by bringing this to your attention, my concerns can be reviewed and possibly addressed. If no resolution is possible due to the time elapsed or other factors, I completely understand. Nevertheless, I appreciate the opportunity to share my experience and feel reassured that someone else has heard my side of the story.
Thank you for your time and understanding.
B. C.
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