Igrač iz Japana je na povlačenje čekao manje od dve nedelje. Nažalost, njihova isplata još nije primljena. Na osnovu dostavljene istorije igre, igrač je prekršio maksimalnu dozvoljenu opkladu, pa smo odlučili da odbijemo ovu žalbu.
The player from Japan has been waiting for a withdrawal for less than two weeks. Unfortunately, their payout hasn’t been received yet. Based on the provided game history the player breached the maximum allowed bet, therefore we decided to reject this complaint.
Igrač iz Japana je na povlačenje čekao manje od dve nedelje. Nažalost, njihova isplata još nije primljena. Na osnovu dostavljene istorije igre, igrač je prekršio maksimalnu dozvoljenu opkladu, pa smo odlučili da odbijemo ovu žalbu.
Nakon osvajanja džekpota, saldo je konfiskovan osim iznosa koji je tada deponovan.
Evo šta se dogodilo 21. avgusta 2022. godine.
Pošto smo radili 50% bonus kampanju, deponovao sam $138.89 i igrao.
Kao što je prikazano na priloženoj slici, osvojili ste džekpot od 49972,03$ u okviru tog stanja.
Nakon toga sam nastavio da igram, ali je sav dobitak oduzet 23. avgusta.
Uložio sam žalbu u vezi sa ovim pitanjem, ali je oduzet jer je bio u suprotnosti sa uslovima i odredbama bonusa "(odigrao više od $5 sa bonusom primljenim u trenutku depozita".
Međutim, uprkos kršenju uslova korišćenja nakon osvajanja džekpota, on je u stanju oduzimanja, uključujući i iznos zarađen pre toga.
Mislim da je ovo neprikladno iz sljedeća dva razloga.
(1) Pošto se kršenja pravila primjenjuju nakon osvajanja džekpota, nije ispravno oduzimati osvojeni iznos džekpota bez kršenja pravila, odnosno dobitke dobijene nakon ispunjenja uslova bonusa.
Zar ne bi trebalo da se oduzme nakon potvrde predstave koja krši pravila i predstave koja nije?
(2) Iako je to navedeno u uslovima korišćenja, može postojati problem sa sistemom koji vam omogućava da "igrate više od 5 dolara kada imate bonus".
U zavisnosti od provajdera, postoje mesta na kojima je sistem validiran tako da ne možete igrati sa određenim iznosom kada imate bonus.
U trenutnoj situaciji kada ne postoji sistemska podrška, očekuje se da će biti značajan broj korisnika koji će igrati a da ne primjećuju kršenje pravila.
Usred svega toga, zar ne bi bilo čudno preduzeti mere da se igra oduzme ako izgubi, a ako pobedi biće oduzeta zbog kršenja pravila?
Tražim povrat novca iz gore navedenih razloga.
Vjerujemo da događaj „puni iznos je zaplijenjen uprkos osvojenom džekpotu" nije samo incident vezan za kredibilitet LuckyNiki kazina, već i incident koji utiče na industriju online kazina u cjelini.
Hvala vam puno.
After winning the jackpot, the balance was confiscated except for the amount deposited at that time.
This is what happened on August 21, 2022.
Since we were doing a 50% bonus campaign, I deposited $ 138.89 and played.
As shown in the attached image, you won a jackpot of $ 49972.03 within that balance.
I continued to play after that, but all the winnings were confiscated on August 23rd.
I filed a complaint about this matter, but it was forfeited because it was in violation of the bonus terms and conditions "(played more than $5 with the bonus received at the time of deposit".
However, despite the violation of the terms of use after winning the jackpot, it is in a state of being confiscated, including the amount earned before that.
I think this is inappropriate for the following two reasons.
(1) Since violations of the rules apply after winning the jackpot, it is not correct to confiscate the jackpot amount won without violating the rules, or the winnings obtained after the bonus conditions are met.
Shouldn't it be confiscated after confirming the play that violates the rules and the play that is not?
(2) Although it is stated in the terms of use, there may be a problem with the system that allows you to "play more than $5 when you have a bonus" in the first place.
Depending on the provider, there are places where the system is validated so that you can not play with a certain amount when you have a bonus.
In the current situation where there is no system support, it is expected that there will be a considerable number of users who are playing without noticing violations of the rules.
In the midst of all this, wouldn't it be strange to take measures to confiscate the game if it loses, and if it wins, it will be confiscated for violating the rules?
I request a refund for the above reasons.
We believe that the event of "the full amount was confiscated despite winning the jackpot" is not only an incident related to LuckyNiki Casino's credibility, but also an incident that affects the online casino industry as a whole.
Thank you very much.
ジャックポット当選後、残高を当時入金額を除きすべて没収されました。
2022年8月21日の出来事です。
50%ボーナスのキャンペーンを行っておりましたので$138.89を入金しプレイしておりました。
その残高内で添付画像の通り、$49972.03のジャックポットに当選。
その後もプレイ続けておりましたが、8/23に当選金をすべて没収されました。
本件について苦情申し立てを行いましたが、ボーナス利用規約の「(入金時受け取ったボーナスがある状態で$5以上のプレイをした」に違反しているとの理由で没収しましたとのことです。
しかしジャックポット獲得後の利用規約違反なのにも関わらず、それ以前に獲得した金額も含めて没収されている状態です。
こちらについて以下2つの理由により不当だと思っております。
①規約違反はジャックポット当選後に該当する内容なので、規約違反をしていない状態で当選したジャックポット金額、またボーナス条件達成後に獲得した勝利金に対しての没収は対応として正しくない。
規約違反しているプレイ、していないプレイを確認したうえで没収対応するべきなのではないか。
②利用規約には記載されているが、そもそも「ボーナス保有時に$5以上のプレイ」が出来てしまうシステムに問題があるのではないか。
プロバイダによってはボーナス保有時には一定の金額でプレイできないようシステム面でバリデーションをかけている所もある。
システム面で対応をしていない現状だと、規約違反に気付かずプレイしているユーザーが相当数存在すると予想される。
そんな中、負けたらそのまま、勝ったら規約違反を盾に没収措置するというのはおかしいのではないか。
上記理由により返金を求めます。
「ジャックポットを獲得したのにもかかわらず全額没収」という出来事はLuckyNiki Casino様の信用だけではなくオンラインカジノ業界全体に関わる事件だと捉えております。
何卒よろしくお願いいたします。
Dear yabu,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
Nije dobila.
Kao što je opisano na početku, stanje je zaplijenjeno nakon podnošenja zahtjeva za povlačenje, tako da povlačenje nije moguće.
Nakon toga sam nastavio da komuniciram sa LuckyNiki centrom za podršku,
Odluka o konfiskaciji, uključujući i dobitke džekpota, neće se mijenjati, niti će dalje odgovarati.
U skladu sa LuckyNiki-jevim uslovima korišćenja, takođe ćemo kontaktirati "eCogra ADR Service" i "Malta Gaming Authority".
Međutim, kontaktirao sam CASINO GURA da zatražim povrat novca.
Bio bih vam zahvalan ako biste mi pomogli da dobijem povrat novca za ovo.
Not received.
As described at the beginning, the balance was confiscated after applying for withdrawal, so withdrawal is not possible.
After that, I continued to communicate with the LuckyNiki support center,
The decision to confiscate, including the jackpot winnings, will not change, and they will not respond any further.
In accordance with LuckyNiki's Terms of Use, we will also contact the "eCogra ADR Service" and the "Malta Gaming Authority".
However, I contacted CASINO GURA to request a refund.
I would appreciate it if you could help me to get a refund for this.
受け取れておりません。
最初に記載した通り、出金申請した後に残高を没収されたため出金ができないという状態です。
その後もラッキーニッキーのサポートセンターとやりとりを続けましたが、
ジャックポット当選分含め没収という判断は変わらない、これ以上は返答しないとの対応でした。
ラッキーニッキーの利用規約にのっとり「eCogra ADRサービス」「マルタゲーミング当局」にも問い合わせを行います。
しかし何としてでも返金していただきたくCASINO GURA様にも連絡をした次第です。
こちらにつきまして返金をしていただくためにお力添えいただいただければ幸いでございます。
Hvala ti na odgovoru, yabu. Provjerio sam uslove za bonus i pronašao ovo:
"8. Prilikom klađenja na bilo koji bonus/ponudu depozita (besplatan ili depozit) ili bonus koji se pripisuje za dobitke besplatnih okretaja, maksimalna dozvoljena opklada je 10% (min. 0,10) od iznosa bonusa ili 5 (npr. 5 EUR, 5 GBP, 500 INR) (primjenjuje se niži iznos). Nepoštivanje ovog pravila znači da kršite uslove bonusa/ponude depozita i zadržavamo pravo da poništimo i uklonimo svaki dobitak. Opklada uključuje bilo koju posebnu funkciju klađenja, bilo koju funkciju kockanja ili bilo koju drugu vrstu aktivnosti klađenja (bez obzira na naziv)"
Naš stav je detaljno objašnjen u Kodeksu poštenog kockanja https://casino.guru/fair-gambling-codex-for-casinos#max-bets : Pravilo maksimalne opklade je, u stvari, industrijski standard, baš kao i činjenica da kazino ima pravo da oduzme dobitke igrača iz bonus igre nakon kršenja ovog pravila. Radije ne idemo protiv industrijskih standarda kažnjavanjem kazina koji s vremena na vrijeme koriste pravilo maksimalne opklade protiv igrača.
Međutim, ako se osjećate kao da ste pogrešno optuženi, slobodno mi proslijedite svoju historiju igara zajedno sa vezom do određenog bonusa koji ste iskoristili i odigrali. Molim vas, također mi proslijedite svu relevantnu komunikaciju između vas i kazina. Moja adresa e-pošte je kristina.s@casino.guru .
Thank you for your reply, yabu. I checked the bonus T&Cs and I found this:
"8. While making bets to wager any deposit bonus/offer (free or deposit) or bonus credited for free spin winnings, the maximum bet permitted is 10% (min 0.10) of the bonus amount or 5 (eg, 5 EUR, 5 GBP, 500 INR) (the lower amount applies). Failure to comply with this rule means you are in breach of the deposit bonus/offer terms and We reserve the right to void and remove any winnings. A bet includes any special bet feature, any gamble function or any other type of wagering activity (regardless of its name)"
Our position is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.
However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. Please, also forward me all the relevant communication between you and the casino. My email address is kristina.s@casino.guru.
Hvala vam na linku koji ste mi poslali.
Ako softverska primena nije moguća, svaki slučaj treba suditi posebno, tako da se kažnjavaju samo igrači koji su svesno i sistematski prekršili pravilo da bi stekli prednost.
Ako igrač koji namerno i sistematski krši pravilo da bi stekao prednost podleže sankcijama,
Jasno je da je ovaj slučaj bio nenameran.
U stvari, opklada u trenutku osvajanja džekpota je takođe 0,2 dolara i jasno optužuje grešku igrača,
Prema vama se postupa tiranski.
Poslaćemo vam e-poštu o vašoj istoriji igranja i komunikaciji sa stranim kazina.
Molimo pogledajte dole za adresu.
vi*** rk@gmail.com
Thank you for the link you sent me.
If software enforcement is not possible, each case should be judged separately, so that only players who have broken the rule knowingly and systematically to gain an advantage are punished.
If a player who deliberately and systematically breaks a rule to gain an advantage is subject to sanctions,
It is clear that this case was unintentional.
In fact, the bet at the time of winning the jackpot is also $ 0.2, and it is clearly accusing the player's mistake,
You are being treated tyrannically.
We will send you an email about your play history and communication with the casino side.
Please see below for the address.
wi***rk@gmail.com
お送りいただいたリンク内に以下のようなございました。
If software enforcement is not possible, each case should be judged separately, so that only players who have broken the rule knowingly and systematically to gain an advantage are punished.
有利になるために故意かつ組織的にルールを破ったプレーヤーが処罰の対象となるのであれば、
今回のケースは故意ではないことが明らかです。
現にジャックポット当選時のベットも$0.2ですし、明らかにプレイヤーのミスに対して言いがかりをつけて、
横暴な処置をされている状態です。
プレイ履歴やカジノ側とのやりとりについてメールで送ります。
アドレスについては以下になりますので、よろしくお願いいたします。
wi***rk@gmail.com
Hvala vam na e-poruci, međutim, nisam dobio potrebnu istoriju igara od trenutka kada ste počeli da igrate sa bonusom. Molimo vas da je prosledite što je pre moguće, inače nećemo moći da nastavimo sa ovom pritužbom.
Thank you for your email, however, I have not received the required game history from the moment you started playing with the bonus. Please forward it as soon as possible, otherwise, we are not able to proceed with this complaint.
Zbog sistema LuckiNiki, nije moguće ispisati istoriju u CSV formatu i prikazati je na listi,
Ako navedete datum i utakmicu, čini se da možete učiniti da se istorija pojavljuje samo za svaku rotaciju.
Prosledio bih vam ga što je pre moguće.
„Nisam dobio potrebnu istoriju igre od trenutka kada sam počeo da igram sa bonusom.
U kom obliku da ga pošaljem?
Ako pošaljete snimak celokupne istorije od trenutka kada je bonus zaradio do konfiskovanja itd.
Pošto zahteva ogromnu količinu podataka i vremena, izvinjavamo se zbog neprijatnosti.
Bio bih vam zahvalan ako biste to mogli navesti.
Due to the system of LuckyNiki, it is not possible to output the history in CSV and display it in a list,
If you specify the date and game, it seems that you can only make the history appear for each rotation.
I would like to forward it to you as soon as possible.
"I have not received the required game history from the moment I started playing with the bonus."
In what form should I send it?
If you send a capture of the entire history from the time the bonus is earned until it is confiscated, etc.
Since it requires a huge amount of data and time, we apologize for the inconvenience.
I would appreciate it if you could specify it.
ラッキーニッキーのシステム上、履歴をCSV出力して一覧で表示させたりすることが出来ず、
日付とゲームを指定すれば1回転ごとの履歴を出現させることしか出来ないようです。
こちらとしてもいち早く転送したいと思っているのですが、
「ボーナスでプレイを開始した瞬間から必要なゲーム履歴を受け取っていません。」
について、どのような形で送ればよろしいでしょうか。
ボーナスを獲得してから没収されるまでの全履歴をキャプチャで送る等になると
莫大なデータ量と時間を要するので、申し訳ございませんが改めて最低限必要となるゲーム履歴を
指定していただけると幸いです。
Usred sam podsetnika, ali trenutno nema odgovora.
Još jednom ćemo Vam poslati sve podatke u vezi sa prekršajem.
Hvala vam na ljubaznoj podršci.
I'm in the middle of a reminder, but there's no response at the moment.
We will send you all the data related to the violation once again.
Thank you for your kind support.
催促中なのですが現在返答がない状態です。
改めて違反に該当する全データをまとめてお送りしますので、
何卒よろしくお願い申し上げます。
Dear yabu,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Trenutno tražimo dokaze od LuckiNiki-ja.
Prošlo je 14 dana i još ga nisam dobio.
Dobio sam poruku da ću danas dobiti odgovor.
Veoma mi je žao, ali možete li da sačekate malo?
We are currently demanding evidence from LuckyNiki.
It's been 14 days and I still haven't received it.
I received a message saying that I would receive a reply today.
I'm very sorry, but could you wait for a while?
現在ラッキーニッキーに対して証拠の催促を行っておりますが、
14日間たった今だに頂けておりません。
本日返答をいただけるとの連絡を受けましたので、
大変申し訳ないですが、今しばらくお待ちいただけないでしょうか。
Upravo sam ti poslao e-poštu o tvojoj istoriji igranja.
Priložio sam fajl zajedno, pa možete li molim vas da proverite sadržaj?
I just sent you an email about your play history.
I have attached the file together, so could you please check the contents?
ただいまプレイ履歴についてメールを送らせていただきました。
ファイルにまとめて添付しておりますので、内容をご確認願えないでしょうか。
Hvala na e-poruci, iabu. Vidim da ste više puta prekršili maksimalnu dozvoljenu opkladu dok je bonus bio aktivan. Razumem vašu frustraciju i naravno, želeli bismo da vidimo da kazina implementiraju sisteme koji bi sprečili igrače da postavljaju opklade veće od dozvoljenih, ali, nažalost, to još uvek nije standardna praksa. Niste bili zaustavljeni ili blokirani kada ste odlučili da povećate opkladu i, kao rezultat toga, prekršili ste pravilo maksimalne opklade.
Nažalost, u ovom trenutku ne mogu mnogo učiniti da podržim vaš slučaj. Preporučujem vam da pažljivo pročitate sve uslove i uslove pre nego što počnete da igrate kako biste izbegli bilo kakve nesporazume u budućnosti. Kazina pokušavaju da dizajniraju svoje bonuse da budu što atraktivniji, ali pravila se uvek moraju poštovati. Zaista bismo hteli da pomognemo, ali ovaj put nam je to nemoguće.
Nažalost, nakon prikupljanja svih potrebnih informacija ovu žalbu odbacujemo kao neopravdanu. Žao nam je što nismo bili u mogućnosti da vam pomognemo sa ovim, ali molim vas, ne ustručavajte se da nas kontaktirate u budućnosti, ako naiđete na bilo kakve probleme sa ovim ili bilo kojim drugim kazinom i mi ćemo se potruditi da vam pomognemo.
Thank you for the email, yabu. I see that you repeatedly breached the maximum allowed bet while the bonus was active. I understand your frustration and of course, we would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not standard practice yet. You were not stopped or blocked when you decided to increase your bet, and, as a result, you breached the maximum bet rule.
Sadly, there is not much I can do to support your case at this time. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed. We would really like to help, but it is impossible for us this time.
Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.
Besplatni profesionalni edukativni kursevi za zaposlene u online kazinima usmereni na najbolje prakse u industriji, poboljšanje iskustva igrača i pošten pristup kockanju.
Inicijativu koju smo pokrenuli s ciljem stvaranja globalnog sistema samoisključenja, koji će omogućiti ranjivim igračima da blokiraju pristup svim mogućnostima online kockanja.
Casino.guru je nezavistan izvor informacija o online kazinima i online kazino igrama, i nije kontrolisan od strane bilo kojeg operatora igara ili bilo koje druge institucije. Sve naše recenzije i vodiči su kreirani iskreno, u skladu sa najboljim znanjem i rasuđivanjem naših članova iz ekspertskog tima; ipak ovaj sadržaj je napravljen u informativne svrhe i ne bi smeo i trebao da se tumači kao pravni savet. Bitno je da uvek ispunite sve regulatorne zahteve pre nego počnete igrati u određenom kazinu.
Proverite svoj inboks i kliknite na link koji smo Vam poslali:
youremail@gmail.com
Link će isteći za 72 časa.
Proverite svoj "Spam" ili "Promotions" folder ili kliknite na dugme ispod.
Konformacioni e-mail je poslat ponovo.
Proverite svoj inboks i kliknite na link koji smo Vam poslali: youremail@gmail.com
Link će isteći za 72 časa.
Proverite svoj "Spam" ili "Promotions" folder ili kliknite na dugme ispod.
Konformacioni e-mail je poslat ponovo.