Dragi Heats Casino ,
Iako nisam upoznat sa politikom LCB-a, sumnjam da je njihova namera bila da sugerišu da igračima ne bi trebalo dozvoliti slobodan pristup svojim sredstvima nakon što ispune uslove za klađenje, kao što implicira vaše tumačenje „ Ne više, čak i ako zarađuju više nakon što završe opkladu. "
Ovde nije situacija u kojoj igrač više puta kladi ista bonus sredstva. Bonus je zaključen nakon što su ispunjeni uslovi za klađenje, što ste potvrdili primenom navedenog ograničenja od 10k iznosa bonusa i uklanjanjem viška sredstava. Ovo je ostavilo igraču na računu od 120 evra. U ovom trenutku, igrač ima sve razloge da veruje da posluje sa stvarnim, neograničenim sredstvima, pošto je faza bonusa završena i više nije aktivna.
Pravilo 8 vaše politike bonusa kaže:
" Ako dovršite opkladu bonusa, on je i dalje vezan istim pravilima maksimalne isplate sve do povlačenja. Na primer, ako korisnik završi bonus sa 100 dolara i to je maksimalna isplata, onda je korisnik vezan na tih 100 dolara dok podizanje novca Tek kada korisnik izvrši povlačenje, maksimalni iznos gotovine može biti uklonjen.
Ovo pravilo je suštinski problematično. Nema smisla prisiljavati igrača da povuče sredstva sa svog kazino računa kako bi nastavio da igra bez ograničenja. Ako bi, na primer, igrač deponovao dodatnih 120 € na svoj račun, njihov stvarni saldo bi tada iznosio 240 €. Ako bi nastavili da igraju pod ovim okolnostima, da li bi se ograničenje i dalje primenjivalo na dobitke? Kako biste opravdali različito tretiranje dve identične gomile od 120 evra, tvrdeći da je jedna ograničena, a druga nije? Takva politika je besmislena, nedosledna i nepravedna prema igraču.
Nedavno sam razgovarao sa vašom korisničkom podrškom i učinio sve napore da ih navedem da pomenu pravilo da nikada neću moći da osvojim više od bonus limita osim ako ne zatražim povlačenje (a da ih eksplicitno ne navedem na tačan odgovor). S obzirom na to kako se pravilo primenjuje, očekivao sam jasno objašnjenje. Nažalost, agent je vešto izbegao da pruži direktan odgovor, umesto toga dajući opšta uveravanja da mogu da nastavim da igram sa sredstvima dobijenim od bonusa.
Međutim, ono što su propustili da spomenu je kritična činjenica da bi svaki dobijeni novac bio poništen nakon podnošenja zahteva za povlačenje. Bilo da je ovaj propust bio nameran ili slučajan, izaziva zabrinutost u pogledu transparentnosti. Ostavlja se utisak da su vaši agenti ili neadekvatno obučeni ili namerno daju samo delimične informacije, što se ne odražava dobro na posvećenost kazina jasnoj i poštenoj komunikaciji.
S obzirom na okolnosti, ne vidim pravičan ili razuman ishod osim refundiranja punog iznosa koji je bio nepravedno dvostruko ograničen, ili u najmanju ruku, postizanje odgovarajućeg kompromisa sa igračem. Nastavak primene takve nejasne i nepravedne politike samo bi oštetio reputaciju kazina i umanjio poverenje igrača.
Hvala vam na razumevanju i radujem se vašem odgovoru.
Dear Heats Casino,
While I am not privy to the policies of LCB, I highly doubt their intention was to suggest that players should not be allowed to access their funds freely after fulfilling wagering requirements, as implied by your interpretation of "Not more, even if they make more after they complete the wager."
The situation here is not one where the player has been wagering the same bonus funds repeatedly. The bonus concluded after the wagering requirements were fulfilled, which you confirmed by applying the stated cap of 10x the bonus amount and removing the excess funds. This left the player with a balance of €120. At this point, the player has every reason to believe they are operating with real, unrestricted funds, as the bonus phase had concluded and was no longer active.
The Rule 8 of your Bonus Policy says:
"If you complete the wager of the bonus it is still bound by the same max cashout rules until after a withdrawal. For example, if a user completes the bonus with $100 and that is the maximum cashout then the user is bounded to that $100 until making a withdrawal. It is only when the user makes the withdrawal that the max cashout may be removed."
This rule is fundamentally problematic. It doesn’t make sense to force the player to withdraw funds from their casino account in order to continue playing without any caps applied. If, for instance, the player deposited an additional €120 into their account, their real balance would then total €240. If they continued playing under this circumstance, would the cap still be applied to winnings? How would you justify treating the two identical piles of €120 differently, claiming that one is capped while the other is not? Such a policy is nonsensical, inconsistent, and unfair to the player.
I recently spoke with your customer support and made every effort to get them to mention the rule stating that I would never be able to win more than the bonus cap unless I requested a withdrawal (without explicitly leading them to the correct answer). Considering how the rule is actually applied, I expected a clear explanation. Unfortunately, the agent skillfully avoided providing a direct answer, instead offering generic assurances that I could continue playing with the funds gained from the bonus.
What they failed to mention, however, is the critical fact that any money gained would be voided upon making a withdrawal request. Whether this omission was intentional or coincidental, it raises concerns about transparency. It leaves the impression that your agents are either inadequately trained or intentionally providing only partial information, which does not reflect well on the casino's commitment to clear and fair communication.
Given the circumstances, I see no fair or reasonable outcome other than refunding the full amount that was unfairly double-capped, or at the very least, reaching a suitable compromise with the player. Continuing to enforce such an unclear and inequitable policy would only damage the casino’s reputation and diminish players trust.
Thank you for your understanding, and I look forward to hearing your response.
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