Dragi jakobh,
U međuvremenu, kazino je u potpunosti potkrepio svoje tvrdnje relevantnim detaljima i dokazima.
Nakon prikupljanja svih potrebnih informacija i detalja, ovu žalbu zatvaramo kao neopravdanu zbog kršenja odredbi i uslova kazina (posebno Uslova i odredbi specifičnih za bonus) – bez obzira na to da ste to uradili namerno/svesno ili ne, jasno je način na koji ste igrao (sa aktivnim bonusom) vam je dao značajnu nepravednu prednost u odnosu na druge igrače ili kazino. Iako ste „držali" svoj balans sa stvarnim novcem u tipu igre koja nije doslovno pomenuta kao ograničena u posebnim pravilima o bonusu ili da se igranje ne računa u uslove klađenja, minimizirali ste rizik od gubitka bilo čega iz vaših sredstava od stvarnog novca ( dok su dobici kasnije otišli u bonus saldo) - veća šansa da se ispune uslovi za klađenje. Međutim, maksimalni iznos opklade dok ste igrali sa aktivnim bonusom je jasno naveden i primenjen (dostupan na linku do pravila specifičnih za bonus, distribuiran u promotivnoj e-poruci), a vi ste ga prekršili svakom opkladom napravljenom sa vašim pravim novcem sa aktivnim bonusom.
" 8. Ograničeno igranje:
...
- Postavljanje opklada na iznose veće od 12 €/$/£ (ili ekvivalentno € u drugim valutama) ili 5% datog bonusa, šta god je niže. "
Iz razumljivih razloga, neću otkrivati dalje detalje. Takođe, siguran sam da ste vrlo dobro svesni kako ste uspeli da sakupite tako visoku količinu. Sporni iznos bi bio znatno drugačiji bez korišćenja ovakvog „poboljšača".
Vaši depoziti su vraćeni, a samo nezakonito akumulirani dobici od bonusa su zaplenjeni. Kazino je postupio korektno iu skladu sa svojim uslovima, i slažemo se sa njegovom odlukom.
Ako niste zadovoljni rešenjem za pritužbu, preporučujem vam da konsultujete organ za kockanje čiji je kazino regulisan. U slučaju bilo kakvih pitanja, slobodno mi pišite na branislav.b@casino.guru .
Hvala vam puno, GrandVin Casino tim, na pomoći i saradnji.
Srdačan pozdrav,
Branislav, Kazino.Guru
Dear jakobh,
In the meantime, the casino fully supported its claims with relevant details and evidence.
After gathering all the necessary information and details, we are closing this complaint as unjustified due to breaching the casino's terms and conditions (especially bonus-specific Terms and Conditions) - regardless you did it intentionally/knowingly or not, it is clear the way you played (with an active bonus) gave you a significant unfair advantage over other players or the casino. Although you "held" your real money balance in a type of game that is not literally mentioned as restricted in the specific bonus rules or that playing it does not count toward wagering requirements, you minimised the risk of losing anything from your real money funds (while winnings later went to the bonus balance) - higher chance to meet the wagering requirements. However, the maximum bet amount while playing with an active bonus was clearly stated and applied (available on a link to the bonus-specific rules, distributed in a promotional email), and you breached it by each of the bets made with your real money with an active bonus.
"8. Restricted Gameplay:
...
- Placing bets of amounts higher than 12 €/$/£ (or equivalent to € in other currencies) or 5% of the given bonus, whichever is lower."
For understandable reasons, I will not disclose any further details. Also, I am sure you are very well aware of how you managed to accumulate such a high amount. The disputed amount would have been significantly different without using such an "improver".
Your deposits were returned, and only the illegitimately accumulated winnings from the bonus were confiscated. The casino acted correctly and in accordance with its terms and conditions, and we agree with its decision.
If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by. In case of any questions, feel free to write to me at branislav.b@casino.guru.
Thank you very much, GrandWin Casino Team, for your help and cooperation.
Best regards,
Branislav, Casino.Guru
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