Pokrenuo sam nalog na pacificspins.com sa bonusom za registraciju bez depozita od 200 dolara koristeći kod VELCOME200. Iskoristio sam kod nakon kreiranja naloga i započeo 30k ili 40k iznos opklade od 4000,00 dolara. Ispunio sam uslove za opkladu i moj bonus saldo od 1729,02 dolara je bio promenio na 50 dolara u mom stanju stvarnog novca. Kupon je poništen i -1679,02 je odbijeno od bonus stanja. S obzirom da sam igrao u drugim kazinima, poznavao sam rutinu i odmah sam poslao svoje KIC dokumente na verifikaciju da bih mogao da podignem 50 dolara. Čekao sam dan i kontaktirao sam tražeći status verifikacije bez odgovora.
Dok sam koristio kupon, postojala su ograničenja u pogledu toga koje igre su bile dozvoljene, a koje nisu bile dozvoljene, kao što su 777, bakara, blekdžek, poker, stud, itd. sistem veb lokacija vam neće dozvoliti čak ni da uđete u zabranjene igre, a kamoli da postavite kladite se u ograničenoj igri jer iskačući prozor jasno kaže IGRA NEDOSTUPNA ZBOG OGRANIČENjA. KONTAKTIRAJTE KORISNIČKU PODRŠKU. Znam ovo pravilo. Tako da nisam igrao ove igre tokom ograničenja bonusa ili uslova za opkladu. Kada je 50 dolara stavljeno na moj saldo PRAVOG NOVCA, kupon je poništen, ograničenja su ukinuta i odobren mi je pristup da igram ove igre, s obzirom da me softver ili sistem više nisu sprečavali da uđem u ove igre, jer je ograničeno iskačući prozor za pristup me nije zaustavljao kao što sam bio pre poništavanja kupona. Kladio sam se na igru Evropski rulet i osvojio 175$. Izašao sam i igrao više slotova i pre nego što sam to znao imao sam do 1500 dolara. Poslao sam korisničkoj službi još jedan upit o kic procesu i količini vremena koje je potrebno za verifikaciju mojih dokumenata i agent me je obavestio -
"7.1.0. Svi dobici iz igara kao što su 777 slot, baccarat, craps, ponton blackjack, rulet, sic bo, ili bilo koje igre Live Dealer će biti zadržane ako je bonus uložen na ove igre. Ovo se odnosi na bilo koji iznos koji premašuje vaš prvobitni depozit.
Zbog prethodno navedenog, Uprava nije imala drugu opciju osim da poništi sve dobitke.
Obavestio sam agenta da nije uplaćen iznos bonusa na navedene igre jer softver neće dozvoliti pristup ovim igrama tokom celog procesa klađenja bonusa. Sa mog naloga su oduzeti svi dobici od 1294,51 dolara i rečeno mi je -
„Vaš dobitak je poništen jer ste igrali ograničene igre koje su zabranjene uslovima kupona.
To samo zato što niste ispunili svoje uslove za klađenje."
Obavestio sam ih da su svi uslovi ispunjeni i kupon je poništen i bonus je završen i zamolio sam da razgovaram sa supervizorom.
„Mogu da vas uverim da vas niko ne gađa i da ne postoji dnevni red da razgovarate sa supervizorom.
Prekršio si pravila kazina."
„Imajte na umu da ja ili supervizor ne možemo ništa da uradimo za vas jer ste očigledno prekršili pravila kazina i imali očigledna pravila koja ste mogli da pročitate na svakom koraku. Zaista nam je žao, ali Kazino nije odgovoran za vaš nedostatak volje da se informišete i igrate po pravilima."
Objasnio sam Zachariju kako softver ne dozvoljava pristup ograničenim igrama i imao sam snimke ekrana koji su to dokazali. Da su tokom bilo kakvog klađenja na bonus ograničene igre nedostupne sistemu tako da se to nije moglo dogoditi kako su tvrdili.
„Kada završite sa klađenjem, sistem otključava sve igre, ali pravila kupona i dalje važe, a ako pročitate uslove, jasno ćete znati da niste, pa molim vas recite mi da li mogu još nešto da vam pomognem?"
I dalje mi je bila uskraćena komunikacija sa bilo kojim nadzornikom ili menadžerom na dužnosti.
Zach- „Moj menadžer ne postavlja pravila i ne ume da objasni ništa više od mene"
Pitao sam Zacha za njegove kontakt informacije jer je sledeći korak koji bih preduzeo bila meditacija, Zachari je odgovorio sa -
„Da, to je u redu, to je vaše pravo, ali to ne menja ništa što ste uradili ili sistem koji je poništio vaša sredstva prema jasnim pravilima.
Nema razloga da pričam o tome niti mogu da govorim o unutrašnjem funkcionisanju kazina."
„Zakari...to je sve"
Obavestio sam ga da imam snimke ekrana i snimke naših interakcija i da ću to koristiti da pomognem u rešavanju ovog problema pre nego što završimo naše ćaskanje.
I started an account at pacificspins.com with a no deposit sign up bonus of $200 using code WELCOME200 I redeemed the code after creating my account and began the 30x or 40x wager amount of $4000.00 I completed the wager requirements and my bonus balance of $1729.02 was changed to $50 in my real money balance. The coupon was reversed and -1679.02 was deducted from the bonus balance. Being that I’ve played with other casinos I knew the routine and immediately sent in my KYC documents for verification to be able to withdraw the $50. I Waited a day and reached out inquiring the status of verification with no response.
While I used the coupon there were restrictions as to what games were and were not allowed such as, 777, baccarat, blackjack, poker, stud, etc. the websites system won’t even allow you to enter the restricted games let alone place a bet in a restricted game as a pop up clearly states GAME UNAVAILABLE DUE TO RESTRICTIONS PLEASE CONTACT CUSTOMER SUPPORT. I know this rule. So I didn’t play these games during the bonus restrictions or wager requirements. Once the $50 was placed in my REAL MONEY Balance the coupon was reversed, the restrictions were lifted and I was granted access to play these games, being that the software or system wasn’t stopping me from entering these games anymore, being that the restricted access pop up was not stopping me like I had been prior to the coupon reversal. I placed a bet on the game European Roulette and won 175$. I exited and played more slots and before I knew it I was up to $1500. I sent customer service another inquiry about the kyc process and the amount of time it takes to verify my documents and the agent informed me -
"7.1.0. Any winnings from games like 777 slot, baccarat, craps, pontoon blackjack, roulette, sic bo, or any Live Dealer games will be withheld if the bonus was wagered on these games. This applies to any amount exceeding your original deposit.
Due to previously stated, the Management had no other option but to void all winnings.
I Informed the agent that no bonus amount was wagered on the games stated as the software would not allow access to these games throughout the bonus wagering process. My account was stripped of all winnings of $1294.51 and was told -
"Your winnings were voided due to you playing restricted games that are forbidden via coupon terms.
That only because you didnt finish your wagering requirements."
I informed them that all requirements were met and the coupon was reversed and the bonus was completed and asked to speak to a supervisor.
"I can assure you no one is targeting you and there is no agenda for you to speak to a supervisor.
You broke the Casino rules."
"Please note that there is nothing I or the supervisor can do for you because you clearly broke the casino rules and had obvious rules you could read every step of the way. We are truly sorry but the Casino is not responsible for you lack of will to inform yourself and play by the rules."
I explained to Zachary how the software wouldn’t allow restricted games to be accessed and I had screen recordings proving as much. That during any bonus wagering the restricted games are inaccessible by the system so it couldn’t have happened as they claimed.
"Once you finish your wagering the system unlocks all games but the coupon rules still apply and if you read the terms you would know that clearly you didn't so please tell me is that anything else I can help you with?"
I still was denied communication with any supervisor or manager on duty.
Zach- "My manager doesn't make the rules and cant explain no more than I can"
I asked Zach for his contact information as the next step I would be taking was meditation, Zachary replied with -
"Yeah that's fine that's your right but that doesn't change anything you did or the system that voided your funds under the rules that are clear.
There is no reason for me to talk about this nor can I speak about the inner workings of the casino."
"Zachary…That's all"
I let him know I had screenshots and recordings of our interactions and would be using it to help resolve this matter before ending our chat.
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