Zdravo
Pridružio sam se Fire Vegasu prošle godine 20. oktobra 2023. Uplatio sam depozit za svaku fazu ponude dobrodošlice, tako da je to bio depozit od 265 dolara, zatim depozit od 400 dolara (i oba izgubljena). Na svom poslednjem depozitu, deponovao sam 300 dolara za bonus od 300 dolara, i tu počinje moj spor.
Pažljivo sam pročitao uslove pre igranja i igrao sam u potpunosti u skladu sa ovim uslovima. Izgubio sam svoja novčana sredstva, ali sam onda osvojio 9123,50 dolara iz jednog od njihovih slotova.
Podneo sam povlačenje od 5000 i 4123,50 dolara 21. oktobra. Od mene su tražena dokumenta koja sam dostavio i oni su verifikovani. Zatim sam 24. oktobra primio e-poštu u kojoj je pisalo sledeće;
'Dragi Skote,
Utvrđeno je da vaš nalog krši klauzulu 9 promotivnih uslova povezanih sa ponudom dobrodošlice:
Klauzula 9- Maksimalna dozvoljena opklada dok je bonus dobrodošlice u igri je 5 CAD. Ako uložite više od ove dok je bonus dobrodošlice u igri, kazino zadržava pravo da konfiskuje sve dobitke.
Prema tome, vaše povlačenje je poništeno, vaši dobici su zaplenjeni i vaš depozit od 965 CAD je vraćen na vaš račun za igre.
Pozdravi
Accounts Team
Firevegas'
Bio sam veoma oprezan da ne prekršim termin za koji tvrde da sam prekršio. Formulacija je vrlo jasna na njihovom sajtu u uslovima bonusa dobrodošlice - oni razlikuju keš opklade i bonus opklade. Poseban saldo gotovine koji se prvo koristi prikazuje se, a zatim se koristi poseban bonus saldo ako izgubite svoj novac. U međuvremenu, dozvoljeno vam je da se povučete ako pobedite sa gotovinom i izgubite bonus sredstva.
Na odredišnoj stranici stoji sledeće;
„Bonusna sredstva su odvojena od gotovinskih sredstava"
U opširnijim promotivnim uslovima i odredbama koji regulišu sve bonuse na sajtu, termin 5.7 navodi sledeće;
'5.7 Za bilo koju datu opkladu, ulog se prvo oduzima od gotovinskog salda igrača. Ako nema raspoložive gotovine, onda se opklada oduzima od salda bonusa.'
Kada sam koristio svoj keš, stavljao sam veće opklade jer se keš prvo koristi. Čim sam stigao do bonus sredstava, uverio sam se da su moje opklade bile 5 dolara ili manje, i to na slot koji nije bio isključen.
Maksimalno ograničenje opklade od 5 dolara je navedeno u njihovim uslovima da stupa na snagu samo kada je bonus „u igri". Prema njihovim sopstvenim pravilima, bonus se ne može koristiti dok se gotovina ne potroši u potpunosti. Stoga se ne može reći da je bonus bio 'u igri' za vreme mog keš igre - jer mi je bilo zabranjeno da igram sa bonusom dok sam još imao gotovinu na računu.
Ovaj kazino je učinio sve da razlikuje keš od bonusa i posebno ga je formulisao tako da ograničenje maksimalne opklade od 5 dolara važi samo kada je bonus u igri. Nisam koristio bonus da postavim veće opklade, i jasno sam pokazao sajtu da sam uložio dodatni napor da se pridržavam uslova.
Prošao sam kroz njihov interni žalbeni postupak, gde su mi priznali da imam pravo. Nakon što su 'uzeli u obzir sve faktore', ponudili su mi gotovinski kredit od 500 dolara kao 'gest dobre volje' i obavestili me da bi prihvatanje ovih 500 dolara gotovinskog kredita značilo da priznajem da je stvar zatvorena.
Ne smatram da je isplata od 5% od dobitka pošteno rešenje ovog spora. Igrao sam u dobroj nameri i nisam kontaktiran u vezi bilo kakvog kršenja sve dok nisam pobedio. Poštujem sajt za vraćanje sva tri moja početna depozita nakon što je spor izašao na videlo, ali verujem da su svoje uslove formulisali na takav način da bi bilo koji broj ljudi mogao pasti u istu zamku. Mislim da je sasvim razumno s obzirom na to koliko su daleko otišli da razlikuju gotovinske opklade od bonus opklada, da se maksimalna opklada primenjuje samo kada igrate sa bonusom.
Tražim dve stvari dolaskom u Casino Guru. Prvo, želeo bih da mi se dobitak vrati. Drugo, voleo bih da kazino promeni svoju terminologiju kako bi se izbegao da neko drugi ima ovaj problem u budućnosti i mislim da je to relativno jednostavna promena. Nešto u stilu „imajte na umu da se maksimalna opklada primenjuje na sve gotovinske opklade kada je bonus na vašem nalogu".
Hvala unapred na pomoći, i izvinjavam se zbog dužine poruke, trudio sam se da budem detaljan i da ništa ne propustim.
Scott
Hello
I joined Fire Vegas last year on the 20th October 2023. I deposited for each stage of the welcome offer, so that was a $265 deposit, then a $400 deposit (both of which lost). On my final deposit, I deposited $300 for a $300 bonus, and this is where my dispute begins.
I read the terms carefully before playing, and played in full compliance with these terms. I lost my cash funds, but then I won $9123.50 from one of their slots.
I submitted a $5000 and $4123.50 withdrawal on the 21st October. I was asked for documents which I submitted and they were verified. I then received an email on October 24th saying the following;
'Dear Scott,
Your account has been found to be in breach of Clause 9 of the Promotional Terms associated with the welcome offer:
Clause 9- The maximum bet allowed while the Welcome Bonus is in play is CAD 5. Should You bet higher than this while the Welcome bonus is in play, the Casino reserves the right to confiscate all winnings.
Therefore, your withdrawal has been canceled, your winnings have been confiscated and your deposit of CAD 965 has been returned to your gaming account.
Regards
Accounts Team
Firevegas'
I was very careful not to breach the term that they are claiming that I breached. The wording is very clear on their site in the welcome bonus terms - they differentiate between cash bets and bonus bets. A separate cash balance which is used first shows, and a separate bonus balance is then used if you lose your cash. In the meantime, you are allowed to withdraw should you win with the cash balance, and forfeit the bonus funds.
On the landing page it states the following ;
'Bonus funds are separate to cash funds'
In the more extensive promotional terms and conditions which govern all bonuses at the site, term 5.7 states the following;
'5.7 For any wagers made, the wager is first deducted from the player's Cash Balance. If there is no cash available, then the wager is deducted from the Bonus Balance.'
When I was using my cash, I placed larger bets since the cash is used first. As soon as I reached the bonus funds, I ensured that my bets were $5 or lower, and on a slot that wasn't excluded.
The $5 maximum bet restriction is stated in their terms to only take effect when the bonus is 'in play'. Under their own rules, the bonus cannot be used until the cash has been fully spent. Therefore it cannot be said that the bonus was 'in play' for the duration of my cash gameplay - because I was prohibited from playing with the bonus while I still had cash in the account.
This casino has gone the extra mile to differentiate cash from bonus, and has specifically worded it so that the $5 max bet restriction applies only when a bonus is in play. I did not use the bonus to place any larger bets, and have clearly demonstrated to the site that I went the extra mile to comply with the terms.
I went through their internal complaints procedure, where they acknowledged that I had a point. After 'taking all the factors into consideration', they offered me a $500 cash credit as a 'gesture of goodwill', and notified me that accepting this $500 cash credit would be me acknowledging that the matter is closed.
I don't regard a 5% payment of the winnings to be a fair resolution to this dispute. I played in good faith, and was not contacted about any sort of breach until I had won. I do respect the site for returning all three of my initial deposits once the dispute came to light, but I believe they have worded their terms in such a way that any number of people could fall into the same trap. I think it is perfectly reasonable given how far they've gone to differentiate cash bets from bonus bets, that the max bet would only apply when you are playing with the bonus.
I'm seeking two things by coming to Casino Guru. Firstly, I would like my winnings returned. Secondly, I would like the casino to change their terminology to avoid anyone else having this problem in future and I think it's a relatively simple change. Something along the lines of 'please note that the maximum bet applies to any cash bets when a bonus is in your account'.
Thanks in advance for your help, and I apologise for the length of my message, I have tried to be thorough and not miss anything out.
Scott
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