Igrač iz Austrije je uplatio depozit i igrao sa bonusom. Kasnije mu je kazino zaplijenio dobitak zbog maksimalnog isplate. Žalbu smo na kraju zatvorili kao "neriješenu" jer su se pravila primjenjivala na netransparentan način i prilično nasumično.
The player from Austria made a deposit and played with a bonus. Later the casino confiscated his winnings due to a max cashout. We ended up closing the complaint as "unresolved" because the rules were applied in an untransparent way and rather randomly.
Igrač iz Austrije je uplatio depozit i igrao sa bonusom. Kasnije mu je kazino zaplijenio dobitak zbog maksimalnog isplate. Žalbu smo na kraju zatvorili kao "neriješenu" jer su se pravila primjenjivala na netransparentan način i prilično nasumično.
Htio sam napraviti depozit i dobio sam 300 besplatnih okretaja za igru valhalla po 20 centi svaki. Osvojio sam €136 od besplatnih okretaja. Nakon toga sam nastavio da igram i ispunio uslove bonusa i bio do €1800. Odjednom sam imao samo 15€ na računu!!! Na osnovu toga što mi je bonus pogrešno dat!!!!!! Onda bi trebalo da mi odbiju 60€ od 1800!!!! Zašto bih uplatio i zaradio potpuno isto toliko novca, osim ako ne postoji sumnja na prevaru, onda naravno ne ide. Seronje treba da mi vrate novac koji su mi ukrali!!!!
I wanted to make a deposit and got 300 free spins for the game valhalla at 20 cents each. I won €136 from the free spins. After that I kept playing and fulfilled the bonus conditions and was up to €1800. Suddenly I only had 15€ in my account!!! On the grounds that the bonus was wrongly given to me!!!!!! Then they should deduct the 60€ from me from the 1800!!!! Why would I have paid in and earned exactly the same amount of money, unless there is a suspicion of fraud, then of course it doesn't work. The assholes should give me back the money they stole from me!!!!
Ich wollte eine Einzahlung vornehmen und bekam 300 free spins für das spiel valhalla zu je 20 cent. Durch die freispiele habe ich 136€ gewonnen. Danach habe ich weiter gespielt und bonus bedingungen erfüllt und war bei 1800€. Auf einmal hatte ich nur noch 15€ auf dem konto!!! Mit der Begründung, dass der bonus an mir fälschlicher weise gegeben wurde!!!!!! Dann sollen sie von mir aus die 60€ abziehen von den 1800!!!! Ich hätte wieso eingezahlt und exakt die selbe summer erwirtschaftet, ausser es besteht ein verdacht auf betrug, dann geht es natürlich nicht. Die arschlöcher sollen mir mein Geld zurückgeben das sie mir geklaut haben!!!!
zdravo Savas,
Hvala vam puno što ste podnijeli žalbu. Žao mi je što čujem za vaše negativno iskustvo. Da li sam dobro shvatio da vam je kazino vratio samo početni depozit od 15 €?
Da li biste bili tako ljubazni i poslali mi svu relevantnu komunikaciju između vas i kazina, kako bismo prikupili što više informacija? Moja adresa e-pošte je kristina.s@casino.guru .
Nadam se da ćemo vam pomoći da riješite ovaj problem što je prije moguće. Jedva čekamo čuti od vas.
Srdačan pozdrav,
Kristina
Hello Savas,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Do I understand correctly that the casino only returned your initial deposit of €15?
Would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.
I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.
Best regards,
Kristina
upravo je tako. Mogao sam zaraditi 1800 sa svojim novcem. Osim što postoji varanje i možete pobijediti samo sa bonusima. To bi bilo mnogo gore za kazino
exactly it is. I could have earned the 1800 with my own money. Except there is cheating and you can only win with bonuses. That would be much worse for the casino
genau ist es. Ich hätte die 1800 mit dem eigenen Geld doch auch erspielen können. Ausser es besteht betrug und man kann nur mit boni gewinnen. Das wäre ja viel schlimmer für das casino
Hvala puno Savas na odgovoru. Sada ću prenijeti vašu žalbu kolegi Petru ( peter.m@casino.guru ) koji će vam biti na pomoći. Želim vam puno sreće i nadam se da će vaš problem uskoro biti riješen na vaše zadovoljstvo.
Thank you very much Savas for your reply. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
zdravo Savas,
Pogledao sam vaš slučaj i shvatio sam situaciju. Ja ću kontaktirati kazino i vidjeti mogu li pomoći. Pozivam Octo Casino na razgovor da učestvujem u rješavanju ove žalbe.
Hi Savas,
I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Octo Casino to the conversation to participate in the resolution of this complaint.
To zvuči dobro.
Ja im vjerujem. Molim vas da me obavijestite na vrijeme, jer ako stvari krenu negativno, obratit ću se sljedećoj instanci dok ne umrem i dati cijelo svoje bogatstvo advokatima.... priča mi je postala previše lična i protivi se mojim principima.
Hvala ti
That sounds good.
I trust them. Please inform me in time, because if things go negatively, I will turn to the next instance until I die and give my entire fortune to the lawyers.... the story has become too personal for me and it goes against my principles.
Thank you
Das klingt gut.
ich vertraue ihnen. Bitte um rechtzeitige info, da ich bei einen negativen verlauf die nächste Instanz einschalten werde, bis ich sterbe und mein ganzes vermögen den anwälten gebe....für mich ist die Geschichte zu persönlich geworden und es verstösst gegen meine Prinzipien.
ich danke ihnen
Dobar dan!
Želio bih da vam razjasnim situaciju. Bonus vam nije dat za depozit koji ste napravili sljedećeg dana. Bila je to posebna poklon promocija - podjela 300 FS.
U skladu sa našim uslovima bonusa, maksimalni iznos koji igrač može podići sa FS bez depozita je 50 eura, ovo ograničenje ostaje i nakon klađenja.
Ako imate bilo kakvih pitanja, slobodno nas pitajte!
Srdačan pozdrav,
OctoCasino tim
Good afternoon!
I would like to clarify the situation for you. The bonus wasn't given to you for the deposit that you made the next day. It was a special gift promotion - the distribution of 300 FS.
In accordance with our bonus terms, the maximum amount that a player can withdraw from no-deposit FS is 50 euros, this restriction remains after the wagering.
If you have any questions, feel free to ask us!
Best Regards,
OctoCasino Team
Osvojio sam 130 € sa 300 besplatnih okretaja. Šta je trebalo da uradim?????
podići 50€ i ponovo uplatiti????
Nastavio sam da se igram sa njim i osvojio preko €1800. Kakva bi razlika bila da sam se deponovao? Hoćete da kažete da su karte označene i da je pobeda nemoguća? Pa priznaješ da varaju i kradu?!?!?
Želim svoj novac, ali sada su prevaranti!!!!
I won €130 with the 300 free spins. What should I have done?????
withdraw the 50€ and deposit again????
I kept playing with it and won over €1800. What difference would it have made if I had deposited myself? Are you saying the cards are marked and winning is impossible? So you admit that they cheat and steal?!?!?
I want my money, but now they scammers!!!!
Ich habe mit den 300 freespins 130€ gewonnen. Was hätte ich tun sollen?????
die 50€ auszahlen und wieder einzahlen????
ich habe damit weitergespielt und über 1800€ gewonnen. Was hätte es für einen Unterschied gehabt, wenn ich selber eingezahlt hätte? Wollen sue etwa sagen, dass die Karten gezinkt sind und ein gewinn unmöglich ist? Also sie gestehen, dass die betrügen und klauen?!?!?
ich will mein geld, aber sofort sie Betrüger!!!!
Zdravo svima,
Hvala vam na odgovorima.
Dragi OctoCasino tim,
Možete li mi pokazati kompletne uslove bonusa posebne poklon promocije - distribucija 300 FS?
Hi all,
Thank you for your replies.
Dear OctoCasino Team,
Could you please show me the complete bonus conditions of the special gift promotion - the distribution of 300 FS?
Sada ću pokušati da objasnim ovu situaciju 🙂
Nekoliko naloga je nasumično odabrano, a od OctoCasina je dato 300 FS, sa kojih su igrači mogli osvojiti do 50 eura (što je naznačeno u našim uslovima bonusa). Ništa se nije tražilo od igrača - ni da uplaćuju depozite, ni da unose promo kodove, itd. Nismo radili promo slanje.
Podrazumevano, svi okretaji bez depozita su ograničeni na maksimalni dobitak od 50 eura, a to se primjenjuje nakon ispunjavanja uslova za klađenje osim ako nije drugačije navedeno u promo biltenu.
Srdačan pozdrav,
OctoCasino tim
I will try to explain this situation now 🙂
Several accounts were randomly selected, and 300 FS were given as a gift from OctoCasino, from which players could win up to 50 euros (which is indicated in our bonus terms). Nothing was required from the players - neither to make deposits nor to enter promo codes, etc. We didn't do a promo sendout.
By default, all non-deposit-free spins are limited to a maximum win of 50 euros, and this applies after fulfilling the wagering requirements unless otherwise specified in the promo newsletter.
Best Regards,
OctoCasino Team
Šta sam trebao učiniti?
Isplatiti 50 € i više nikada ne igrati?
Isplatite 50€, uplatite ponovo 50€, tj. pranje novca ili pranje prevare i nastavite da igrate?????
Nisam osvojio 1800 sa besplatnim okretima!!!!!!!!
Objasnite mi jedno šta bi se promenilo da sam platio dodatnih 50€?????
Da li bi i mene pokrali????
Ili ne možete pobijediti sa njima pravim novcem jer ste zapravo samo prevaranti???
Tvoj izgovor je gori od stvarnog pokušaja prevare... skoro sramotno!!!!
Zar stvarno misliš da ću zaglaviti?!?!! Ali jako ste pogrešili u tome. Pokušaću sve što je moguće da se više niko ne igra sa tobom. Na svim platformama upozoravam ljude na vas....možda neću dobiti svoj novac, može biti, nema lijeka za prevarante....ali ću vam izgrebati 1800 iz vrata....obećavam
What should I have done?
Cash out the €50 and never play again?
Pay out the €50, deposit €50 again, i.e. money laundering or fraud laundering and continue playing?????
I didn't win the 1800 with the free spins!!!!!!!!
Explain one thing to me: what would have changed if I had paid an additional 50€?????
Would they have stolen from me too????
Or can you not win with them with real money because you are actually only scammers???
Your excuse is worse than the actual attempted scam... almost embarrassing!!!!
Do you really think I'm going to get stuck?!?!! But you were very wrong about that. I will try everything possible that no one plays with you anymore. In all platforms I will warn people about you....I might not get my money, it may be, there is no cure for scammers....but I will scratch the 1800 out of your neck....I promise
Was hätte ich tun sollen?
Die 50 € auszahlen, und nie wieder spielen?
Die 50€ auszahlen, 50€ wieder Einzahlen, also Geldwäsche oder Betrugswäsche und weiter spielen?????
Ich habe ja die 1800 nicht mit den Freispielen gewonnen!!!!!!!!
Erklären sie mir eines: was hätte sich geändert, wenn ich zusätzlich noch 50€ drauf bezahlt hätte?????
Hätten sie mich dann auch beklaut????
Oder kann man bei ihnen mit Echtgeld gar nicht gewinnen, weil ihr eigentlich nur Betrüger seid???
Ihre Ausrede ist schlimmer als der eigentliche Betrugsversuch....fast schon beschämend!!!!
Denkt ihr wirklich, dass ich auf dem sitzen bleibe?!?!! Da habt ihr euch aber schön getäuscht. Ich werde alles mögliche versuchen dass keiner mehr bei euch spielt. In allen Plattformen werde ich die Leute vor euch warnen....ich bekomme vielleicht mein Geld nicht, mag sein, gegen Betrüger ist kein kraut gewachsen....aber die 1800 werde ich euch aus eurem Hals rauskratzen.... versprochen
Zdravo svima, hvala vam na odgovorima.
Dragi Octo casino tim,
Šta se dešava kada se bonus klađenje završi? Da li su sredstva prikazana kao stanje stvarnog novca? Da li se iznos automatski prilagođava na 50 €? Ako je tako, zašto bi igrač morao podići i ponovo položiti svoj dobitak da bi nastavio igrati?
Hi all, thank you for your replies.
Dear Octo casino team,
What happens when the bonus wagering is finished? Are the funds displayed as real money balance? Is the amount automatically adjusted to €50? If so, why would the player have to make a withdrawal and redeposit his winnings to continue playing?
Dragi Savaše, igrali ste svoje besplatne okrete, zatim ste nastavili da igrate na sredstva koja ste osvojili od njih i osvojili €1800. Nakon toga smo prilagodili Vaš balans.
Igrali ste sa sredstvima bez depozita, a mi imamo maksimalan dobitak od 50 € od njih. Ovo piše u našim Bonus T&C:
„Maksimalni iznos koji ćete ikada moći povući iz igre sa sredstvima povezanim s bonusom bez depozita ili besplatnim okretajima je 50 EUR/USD, 80 CAD/NZD, 500 NOK, 3.500 RUB, 210 PLN, 6.000 JPY.
Maksimalno ograničenje dobitka ostaje nakon ispunjenja uslova za klađenje."
Naše uslove bonusa možete pronaći ovdje: https://www.octocasino.com/bonus-terms-and-conditions
Srdačan pozdrav,
OctoCasino tim
Dear Savas, you played your Free Spins, then you continued to play on the funds you won from them and win €1800. After that, we adjusted your balance.
You played with no-deposit funds, and we have a maximum win of €50 from them. This is written in our Bonus T&C:
"The maximum you will ever be able to withdraw from play with funds associated with a no-deposit bonus or Free Spins is 50 EUR/USD, 80 CAD/NZD, 500 NOK, 3,500 RUB, 210 PLN, 6,000 JPY.
The maximum win restriction remains after the completion of the wagering requirement."
You can find our bonus terms here: https://www.octocasino.com/bonus-terms-and-conditions
Best Regards,
OctoCasino Team
Poštovani OctoCasino tim,
Imaš li nešto protiv da odgovoriš na moja pitanja?
Dear OctoCasino Team,
Do you mind answering my questions?
Koja je maksimalna opklada? 5€?
Zašto mi je dozvoljeno da igram sa 10€???
Zašto nepogrešivi sistem to nije primetio?
Jednostavno...primijetili ste da bi tip mogao ostvariti profit koji niste očekivali pa ste se odmah ukočili!!!!!
What is the maximum bet? 5€?
Why was I allowed to play with €10???
Why didn't the infallible system notice this?
It's simple... you noticed that a guy could possibly make a profit that you didn't expect, then you froze in immediately!!!!!
Wieviel beträgt der Maximaleinsatz? 5€?
Warum durfte ich mit 10€ spielen???
Warum hat das unfehlbare System das nicht bemerkt?
Ganz einfach...ihr habt bemerkt dass da ein Typ evtl. einen Gewinn erzielen könnte, mit dem ihr nicht gerechnet hat, dann habt ihr sofort eingefriffen!!!!!
1) Šta se dešava kada se bonus klađenje završi?
-Bonus novac se pretvara u pravi novac i postaje dostupan za povlačenje. Ako bonus ima sistemsko ograničenje na maksimalni dobitak, dolazi do automatske korekcije. Ovaj bonus nije imao sistemsko ograničenje.
2) Da li su sredstva prikazana kao stanje stvarnog novca?
-Da, saldo je isti za pravi i bonus novac. Ako neki iznos nije dostupan za povlačenje, onda se on potpisuje kao "zaključan bonusom".
3) Da li se iznos automatski prilagođava na 50€?
-Ponekad. U ovom slučaju, ne.
4) Ako je tako, zašto bi igrač morao da podiže i ponovo polaže svoj dobitak da bi nastavio da igra?
-Ne bi trebao, ali može.
Srdačan pozdrav,
OctoCasino tim
1) What happens when the bonus wagering is finished?
-Bonus money turns into real money and becomes available for withdrawal. If the bonus has a system limit on the max win, then an automatic correction occurs. This bonus didn't have a system limit.
2) Are the funds displayed as real money balance?
-Yes, the balance is the same for real and bonus money. If some amount is not available for withdrawal, then it is signed as "locked by bonus".
3) Is the amount automatically adjusted to €50?
-Sometimes. In this case, no.
4) If so, why would the player have to make a withdrawal and redeposit his winnings to continue playing?
-He shouldn't, but he can.
Best Regards,
OctoCasino Team
Je li to šala???
3) Da li će iznos biti automatski prilagođen na 50€?
-Ponekad. U ovom slučaju br.
4) Ako da, zašto bi igrač morao da povuče i ponovo deponuje svoj dobitak da bi nastavio da igra?
-Ne bi trebao, ali može.
ne bi trebao ali može...
ponekad, u ovom slučaju ne...
wow... to je sad razlog????
i nije te sramota, zar ne?!?!
Uzmite moj novac sada vi lopovi!!!!!
Is that a joke???
3) Will the amount be automatically adjusted to €50?
-Sometimes. In this case no.
4) If yes, why would the player need to withdraw and re-deposit their winnings to continue playing?
-He shouldn't, but he can.
he shouldn't but can...
sometimes, in this case no...
wow... that's the reason now????
and you're not ashamed of it, are you?!?!
Get my money now you thieves!!!!!
Ist das ein Scherz???
3) Wird der Betrag automatisch auf 50 € angepasst?
-Manchmal. In diesem Fall nein.
4) Wenn ja, warum müsste der Spieler eine Auszahlung vornehmen und seine Gewinne erneut einzahlen, um weiter spielen zu können?
-Er sollte nicht, aber er kann.
er sollte nicht aber kann...
manchmal, in diesen Fall nein....
wow..., das ist jetzt die Begründung????
und schämen tut ihr euch wohl gar nicht dafür oder?!?!
sofort mein geld her ihr Diebe!!!!!
Poštovani Octo Casino tim,
Ovo je veoma interesantan odgovor:
„3) Hoće li se iznos automatski prilagoditi na 50 €?
-Ponekad. U ovom slučaju ne."
U osnovi, to znači da postoje pravila koja se mogu ili ne moraju primjenjivati.
Hajde da sumiramo cijelu situaciju. Savas je dobio 300 besplatnih okretaja i nakon što je završio uslov klađenja, imao je 136 €. Ovaj iznos je automatski otišao u njegov stvarni saldo novca i on je nastavio da igra. Iz nekog neidentifikovanog razloga, maksimalni cashout nije primijenjen, vjerovatno zato što bonus nije imao takozvano "sistemsko ograničenje" i primjenjuje se u kasinu "ponekad". Nadam se da ste do sada shvatili da je sistem bonusa užasno neprijatan za korisnike i nepravedan.
Dear Octo Casino Team,
This is a very interesting reply:
"3) Will the amount be automatically adjusted to €50?
-Sometimes. In this case no."
So basically, this means, that there are rules that may or may not be applied.
Let's sum up the whole situation. Savas received 300 free spins and after finishing the wagering requirement, he had €136. This amount went automatically to his real money balance and he continued playing. For some unidentified reason, the max cashout wasn't applied, possibly because the bonus didn't have the so-called "system limit" and it's applied in the casino "sometimes". I hope you realize by now that the bonus system is terribly user-unfriendly and unfair.
Dragi Petre, Savaše, ljubazno Vas obavještavamo da su sve radnje izvršene u skladu sa našim uslovima. Kao činjenica, prekršen je uslov za maksimalni dobitak od okretanja bez depozita.
Uvjeti i uvjeti: Maksimalni iznos koji ćete ikada moći povući iz igre sa sredstvima povezanim sa bonusom bez depozita ili besplatnim okretajima je 50 EUR/USD, 80 CAD/NZD, 500 NOK, 3.500 RUB, 210 PLN, 6.000 JPY.
Svaki igrač mora biti upoznat sa pravilima prije početka igre. Znajući da su dobici po našim propisima povećali maksimalnu veličinu, igrač je nastavio igrati bonus novac bez prijavljivanja problema, znajući za njegovo prisustvo i pravila klađenja od bonusa bez depozita, što je dovelo do konfiskacije nezakonitih dobitaka
Uvjeti i odredbe: Potvrđujete da će kazino biti konačan donosilac odluke o tome jeste li prekršili odredbe i uslove kazina na način koji rezultira vašom suspenzijom ili trajnom zabranom učešća na web stranici.
Srdačan pozdrav,
OctoCasino tim
Dear Peter, Savas, we are kindly informing you that all actions have been made within our terms and conditions. As a fact, the condition for max winnings from no-deposit spins was violated.
T&C: The maximum you will ever be able to withdraw from play with funds associated with a no-deposit bonus or Free Spins is 50 EUR/USD, 80 CAD/NZD, 500 NOK, 3,500 RUB, 210 PLN, 6,000 JPY.
Each player must be familiar with the rules before starting the game. Knowing that the winnings increased the max size by our regulations, the player continued to play bonus money without reporting the problem, knowing about its presence and the rules of wagering from the no deposit bonus, which led to the confiscation of the illegal winnings
T&C: You acknowledge that the Casino shall be the final decision-maker of whether you have violated the Casino’s Terms and Conditions in a manner that results in your suspension or permanent barring from participation of the website.
Best Regards,
OctoCasino Team
Dragi Savas,
Čini se da kazino neće promijeniti svoju poziciju, pa se bojim da neću moći pomoći. Žalba će postati "neriješena". Razumijem da ovo nije zadovoljavajuće rješenje za vaš problem. Međutim, smanjenje rejtinga uzrokovano neriješenim žalbama moglo bi pomoći da se promijeni pristup kazina. Ako kazino odluči ponovo razmotriti, ponovo ćemo otvoriti žalbu i o tome ćete biti obaviješteni putem e-pošte. U međuvremenu, preporučujem vam da kontaktirate ADR službu kazina (ovo se može naći u Uvjetima i odredbama za kazino, ali web stranica ne radi u vrijeme pisanja) i na kraju Malteška uprava za igre na sreću (https://www.mga.org). mt/support/online-gaming-support/) i podnesite im žalbu. To je dobro tijelo za licenciranje i ima bolje opcije i alate za pomoć igračima. Obavještavajte me i obavijestite me ako vam treba dodatna pomoć (peter.m@casino.guru). Voleo bih da mogu biti od veće pomoći.
Srdačan pozdrav,
Peter
Dear Savas,
It seems the casino won't change its position, so I'm afraid I won't be able to help. The complaint will become "unresolved". I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to reconsider, we will reopen the complaint and you will be notified by email. In the meantime, I recommend you to contact the casino's ADR service (this can be found in the Casino's T&Cs but the website is down at the time of writing) and eventually the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/) and submit a complaint to them. It's a good licensing authority and has better options and tools to help players. Please keep me updated and let me know if you need further assistance (peter.m@casino.guru). I wish I could be of more help.
Best regards,
Peter
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Inicijativu koju smo pokrenuli s ciljem stvaranja globalnog sistema samoisključenja, koji će omogućiti ranjivim igračima da blokiraju pristup svim mogućnostima online kockanja.
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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.