NaslovnaPritužbeOnline Casino Games - Povlačenje igrača je odloženo i podrška za nalog je nedostupna.
Online Casino Games - Povlačenje igrača je odloženo i podrška za nalog je nedostupna.
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Iznos:
1.500 $
Online Casino Games
Index sigurnosti:Svež kazino
Sigurnosni indeks
Koristimo ocenu Sveži Kazino za prepoznavanje novih kockarnica za koje je još prerano videti kako se odnose prema svojim igračima. Ovu ocenu dajemo kazinima koja su relativno nova na tržištu, imaju niske prihode i nema mnogo pritužbi igrača.
Poslato:
08/10/2024
Slučaj je otvoren
Trenutni status
Čekamo na Casino Guru da ogdovori
6d 21h 21m 50s
Rezime slučaja
pre 2 sati
Prevod
The player from the United States has been waiting over three weeks for a withdrawal and has submitted all requested documents. Despite being told that the payout was approved and would be completed by yesterday, no payment has been received, and the player can no longer access customer service through the website.
Igrač iz Sjedinjenih Država čeka više od tri nedelje na povlačenje i predao je sva tražena dokumenta. Uprkos tome što mu je rečeno da je isplata odobrena i da će biti završena do juče, nijedna uplata nije primljena, a igrač više ne može da pristupi korisničkoj službi preko veb stranice.
Baš kao i pritužbu druge osobe, poslao sam sve dokumente koje su tražili nakon što su tražili da ponovo podnesem, ali i dalje odlaže isplatu. Poslednja komunikacija sa njima mi je rekla da sve izgleda dobro i da ću dobiti platu najkasnije juče ujutru, ali još uvek nisam primio uplatu. Sada kada se prijavim na njihovu veb lokaciju, dugme za ćaskanje za korisničku službu koje je lebdelo u donjem desnom uglu ekrana nije tu, tako da ne mogu ni do koga da dođem. Poslao sam im imejl, ali nema odgovora. Prošlo je više od dve nedelje od mog prvobitnog zahteva za isplatu.
*Pokušavao sam da priložim snimak ekrana dugmeta za ćaskanje koje nedostaje, ali nije uspelo.
Just like the other person's complaint I've sent in all the documents they have asked after they have asked me to resubmit, but keeps on delaying the payout. Last communication with them was telling me that everything looked good and I would get paid no later than yesterday morning, but I still have not received payment. Now when I log on to their website the chat button for the customer service which was floating at the bottom right of the screen is not there, so I can't even reach anyone. I've email them but no response. It has been over two weeks since my initial payout request.
*I was trying to attach screen shot of chat button missing, but it failed.
Hvala vam puno što ste podneli ovu žalbu. Žao mi je što čujem za vaš problem. Dozvolite mi da vam postavim nekoliko pitanja da razjasnim vašu situaciju.
Možete li da navedete kada je tačno vaš poslednji lični dokument uspešno verifikovan u kazinu?
Kada ste poslednji put komunicirali sa korisničkom podrškom?
Molimo vas da mi pošaljete link ili snimak ekrana bonusa sa kojim ste igrali.
Nadam se da ćemo moći da vam pomognemo da rešite ovaj problem što je pre moguće. Hvala unapred na odgovoru.
Srdačan pozdrav
Veronika
Dear mcjoo78,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.
Could you please specify when exactly was your last identity document successfully verified by the casino?
When was the last time you communicated with customer support?
Kindly send me the link or a screenshot of the bonus you played with.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Danas sam dobio odgovor od OnlineCasinoGames. Odbili su moje povlačenje jer
„otkrio višestruka kršenja uslova bonusa, posebno pravila maksimalne opklade od 5 dolara"
Kao novi kupac, nisam znao pravilo od 5 dolara i kladio sam se na više od 5 dolara. Pročitao sam Odredbe i uslove o kvartalnom putu do ispunjenja uslova za klađenje bonusa i kontaktirao sam korisničku službu. Rečeno mi je da se okreti, na koje sam dao više od 5 dolara, možda neće računati u uslov za klađenje. Tako da sam nastavio da igram pazeći da se ne kladim preko 5 dolara i ispunio sam uslov. Međutim, sada mi je rečeno da ako sam napravio jednu opkladu preko 5 dolara, to se ne kvalifikuje i poništava sve dobitke. evo dugačke verzije.
Transkript ćaskanja
Ime: KENNIUsername ili Email mcjooKuestion: VithdravalGven
Sre, 09 Okt 2024 00:39:47 PDTHZdravo. Kako vam mogu pomoći?
KENNI
00:40 Zdravo, imam pitanje u vezi sa uslovom za bonus igranje
Gven
00:40 Zdravo Keni!
Gven
00:41 Naravno, koje je tvoje pitanje?
KENNI
00:41 Tako da mi je odbijeno povlačenje jer sam otkrio višestruka kršenja uslova bonusa, posebno pravila maksimalne opklade od 5 dolara
KENNI
00:42 Znači tokom igre bonusa ne mogu da napravim ni jednu opkladu koja je veća od 5 dolara?
KENNI
00:43 jer mi je rečeno da je predstava preko 5 dolara i dobitak se neće računati u igru do kraja
Gven
00:43 Maksimalna opklada dok je bonus aktivan je €/$5 / 50kr ili 10% od ukupnog bilansa, šta god je manje.
Gven
00:43 Da, ne možete napraviti ni jednu opkladu koja prelazi 5 $ ili 10% ukupnog bilansa, u zavisnosti od toga šta je manje.
KENNI
00:46 pošto je to bio moj prvi depozit kod vas, nisam bio upoznat sa uslovima... ali kasnije tokom igre sam saznao za to... i kontaktirao sam korisničku podršku i rečeno mi je da opklade napravljena koja prelazi 5 dolara neće se računati za moju igru. Pa sam odgovorio da razumem i da se kasnije nisam kladio preko 5 dolara
KENNI
00:47 ako pogledate kroz istoriju ćaskanja, videćete je
Gven
00:50 Žao mi je Kenni, ali nije samo opklada za tu rundu koju si prekršio. Svi dobici za taj depozit sa bonusom će takođe biti izgubljeni.
Gven
00:51 To je jasno navedeno u našim uslovima i odredbama.
KENNI
00:52 da.. ali mi to predstavnik nije rekao. Rečeno mi je da se te opklade neće računati u uslov opklade. Kada sam rekao vašem predstavniku za to nisam znao i kladio sam se na više od 5 dolara.
Gven
00:53 Izvinjavam se ako ste bili obavešteni da opklade koje ste napravili preko 5 dolara neće biti uključene, ali opet je to jasno navedeno u našim uslovima i odredbama.
Gven
00:53 U skladu sa našim zahtevima za igranje bonusa (koji se nalaze u našim uslovima i odredbama, odeljak Uslovi za bonus igranje), primenjuje se sledeće pravilo: „Maksimalna opklada tokom bonusa je 5,00 dolara ili 10% od bilansa, šta god je niže, da bi se izbeglo poništavanje bonus i dobitak."
KENNI
00:53 da sam znao da mi igra sa depozitom neće doneti ništa, izgubio bih bonus odmah tada,. koja je svrha igranja ako ne mogu da unovčim nijedan dobitak? zar ne?
KENNI
00:55 ali sam nastavio da igram jer mi je rečeno da se moje igre sa opkladom od preko 5 dolara neće računati u uslov za klađenje.. pa sam nastavio da igram i postarao sam se da kasnije ne kladim preko 5 dolara
KENNI
00:55 Možete proveriti vremensku oznaku ćaskanja i moje iznose klađenja.
Razgovor je prenet.00:57Henri
00:58 Zdravo Keni!
Henri
00:59 Iskreno izvinjenje što je moj kolega prekinut vezu.
KENNI
01:00 Plus još jedna stvar, nemoguće je ne prekršiti svoje uslove kada možete da se kladite samo na 5,00 dolara ili 10% bilansa, šta god je manje, da biste izbegli poništavanje bonusa i dobitaka.... jer recimo da se spustite na poslednji centi na vašem bilansu... recimo... 90 centi... ostalo.... 10% od toga je 9 centi... i niže je od 5 dolara, tako da moram da se kladim na 8 centi, ali pošto ne mogu Kladim se na taj iznos. Kladim se u 20 centi.. onda kršim uslove... znaš?
Henri
01:01 Razumem vašu poentu, međutim, ako vam minimalna opklada u igri ne dozvoljava da napravite 10% onda se to neće primeniti.
KENNI
01:01 možda sam bio previše oštar prema njemu... hehe... izvinjavam se... samo sam hteo da ti ispričam svoju stranu priče
Henri
01:02 Izvinite što ovo kažem, ali shvatite da je odluka konačna i ne može se poništiti.
Henri
01:02Vaš prvobitni depozit od 150$ je vraćen na vaš pravi novčani iznos.
Henri
01:02 Ako ne želite nikakva ograničenja za svoje opklade, možete da igrate i ne zahtevate nikakav bonus.
KENNI
01:04 Znam, ali dobio sam pogrešnu informaciju... Odustao bih od bonusa i to uradio da sam znao da sam prekršio uslove tog dana... Možete li proveriti moju istoriju ćaskanja za 16. septembar?
Henri
01:05 Proverio sam vaše ćaskanje sa koleginicom Eter i ona vam je takođe dala uslove i odredbe kada igrate sa bonusom. „Hvala što ste čekali. Nakon provere, izgleda da igrate sa bonusom. Da, maksimalna opklada tokom bonusa je samo 5,00 dolara ili 10% bilansa, šta god je manje, da biste izbegli poništavanje
#Predugo da bi nalepio ceo razgovor. Ako želite mogu vam poslati drugi deo.. Hvala..
I got a reply from the OnlineCasinoGames today. They denied my withdrawal because
"discovered multiple breaches of the bonus terms, specifically the $5 max bet rule"
As new customer I didn't know $5 rule and bet more than $5. I read the Term and conditions about quarter way into clearing bonus wagering requirement and contacted the customer service. I was told that the spins, which I made more than $5 wager might not count toward the wagering requirement. So I continued playing making sure I didn't bet over $5 and cleared the requirement. However, now I am told if I made a single bet over $5 it doesn't qualify and voids all winnings. here is the long version.
Chat transcript
Name: KENNYUsername or Email mcjooQuestion: WithdrawalGwen
Wed, 09 Oct 2024 00:39:47 PDTHello. How may I help you?
KENNY
00:40Hi, I have a quesion about bonus play through requirement
Gwen
00:40Hi Kenny!
Gwen
00:41Sure, what's your question?
KENNY
00:41So I got denied withdrawal becasuse discovered multiple breaches of the bonus terms, specifically the $5 max bet rul
KENNY
00:42so during the bonus play through I can't make a single bet that is over $5?
KENNY
00:43because I was told the play that is over $5 and the winnings will not count toward the play through
Gwen
00:43The maximum bet while a bonus is active is €/$5 / 50kr or 10% of total balance, whichever is lower.
Gwen
00:43Yes, you cannot make a single bet that is over $5 or 10% of total balance, whichever is lower.
KENNY
00:46because it was my very first deposit with tyou guys I wasn't familiar with the terms... but later during the play I found out about it... and I contacted the customer service and I was told that the bets I made which is over $5 will not count toward my play through. So I replied I understood it and I didn't make bets over $5 afterward
KENNY
00:47if you look through the chat history, you will see it
Gwen
00:50I'm sorry Kenny but it's not only the bet for that round that you breached. All winnings for that deposit with the bonus will also be forfeited.
Gwen
00:51It is clearly stated on our terms and conditions.
KENNY
00:52yes.. but I wasn't told that by the rep. I was told that those bets won't count toward the wager requirement. When I told your rep about I didn't know and I was betting over $5.
Gwen
00:53My apologies if you were informed that the bets you made that was over $5 will not be included but again it is clearly stated on our terms and conditions.
Gwen
00:53Per our Bonus Play Through Requirements (found in our Terms and Conditions, section Bonus Play Through Requirements), the following rule applies: "Maximum bet during a bonus is $5.00 or 10% of the balance, whichever is lower, to avoid voiding the bonus and winnings."
KENNY
00:53if I knew that deposit play wasn't going to get me anything, I would of forfeited the bonus right then,. what is the point of playing if I can't cash out any winnings? right?
KENNY
00:55but I kept playing because I was told that my plays with over $5 bet will not count toward the wagering requirement.. so I kept playing and made sure to not bet over $5 afterward
KENNY
00:55You can check the chat time stamp and my betting amounts..
The chat was transferred.00:57Henry
00:58Hi Kenny!
Henry
00:59Sincere apologies that my colleague got disconnected.
KENNY
01:00Plus one more thing, it is impossible to not violate your terms when you can only bet $5.00 or 10% of the balance, whichever is lower, to avoid voiding the bonus and winnings.... because let's say you get down to last cents in your balance... let's say.. 90 cents... left.... 10% of that is 9 cents... and it is lower than $5 so I must bet 8 cents, but since I can't bet that amount I bet 20 cents.. then I'm breeching the terms... you know?
Henry
01:01I understand your point, however if the game's minimum bet doesn't permit you to do 10% then it will not apply.
KENNY
01:01may be I was getting too harsh on him... hehe... my apologizes... I just wanted to tell you my side of story
Henry
01:02Sorry to say this but understand that the decision is final and not reversible.
Henry
01:02Your original deposit of $150 has been returned to your real money balance.
Henry
01:02If you don't want any restrictions on your bets, you can play and not claim any bonus.
KENNY
01:04I know but I was given a wrong information... I would of forfeit the bonus and did that if I knew that I had violated terms that day... can you jsut check the my chat history for the 9/16?
Henry
01:05I have checked your chat with my colleague Aether and she also gave you the Terms and conditions when playing with a bonus. "Thank you for waiting. Upon checking, it seems like you're playing with a bonus. Yes, the maximum bet during a bonus is only $5.00 or 10% of the balance, whichever is lower, to avoid voiding the
#Too long so to paste the whole conversation. If you'd like I can send you second part.. Thanks..
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