Pišem da bih podneo zvaničnu žalbu protiv Plaifina kazina u vezi sa konfiskacijom mojih dobitaka i njihovim tumačenjem njihovih uslova i uslova bonusa. Deponovao sam 150 dolara i dobio bonus od 30% na moj četvrti depozit u kazinu. Igrao sam sa $150 i bonus fondovima dok nisam izgubio.
Nakon ovog gubitka, deponovao sam dodatnih 500 dolara bez priloženog bonusa i postavio opkladu od 500 dolara, što je rezultiralo ukupnom pobedom od 2000 dolara. Pokušao sam da podignem 2000 dolara, ali je povlačenje odbijeno zbog navodnih kršenja uslova bonusa. Plaifina je tvrdila da sam prekršio uslove bonusa koji se odnose na moj 4. depozit, posebno da je veličina moje opklade premašila maksimalnu dozvoljenu dok sam koristila bonus.
Ova odluka je nelogična i neopravdana jer sam izgubio sve prvobitne depozite od 150 dolara i pratećih 30% bonusa pre nego što sam dao depozit od 500 dolara koji je doneo dobitak. Dakle, moj dobitak od $2000 nije imao nikakve veze sa prethodnim bonus fondovima. Kada sam kontaktirao podršku, agent za ćaskanje uživo (Ronald) je odbio da eskalira moj slučaj i na kraju me je povezao sa mojim „menadžerom igrača" Evom. Evi sam detaljno objasnio svoju situaciju, ali je ona odbacila moje tvrdnje, navodeći da je odluka konačna i da su prekršeni uslovi.
Uprkos mojim stalnim naporima da razjasnim da moj dobitak dolazi isključivo od depozita od 500 dolara bez bonusa, Eva je tvrdila da je Plaifina bila opravdana u konfiskaciji 1500 dolara mog dobitka. Verujem da je ovo pogrešno tumačenje uslova i nameran pokušaj da se izbegne poštovanje legitimne pobede.
Zahtevam da Casino Guru pregleda moj slučaj i pomogne da se ova stvar eskalira kako bih mogao da povratim svoj zakoniti dobitak. Postupci Plaifine su nepravedni i potencijalno obmanjujući, jer su kažnjavali moje naknadne depozite zbog navodnog kršenja prethodnog, potpuno potrošenog bonusa na depozit. Verujem da ovo krši principe fer pleja. Želeo bih da mi se 1500 dolara konfiskovanog dobitka vrati na moj račun i da se detaljno pregleda primena Plaifina politike bonusa.
I am writing to file a formal complaint against Playfina Casino regarding the confiscation of my winnings and their interpretation of their bonus terms and conditions. I deposited $150 and received a 30% deposit bonus on my 4th deposit with the casino. I played with the $150 and bonus funds until I had lost.
Following this loss, I deposited an additional $500 without any bonus attached and placed a $500 feature bet, which resulted in a total win of $2000. I attempted to withdraw the $2000, but the withdrawal was rejected due to alleged violations of the bonus terms. Playfina claimed I breached the bonus terms related to my 4th deposit, specifically that my bet size exceeded the maximum allowed while using the bonus.
This decision is illogical and unjustified because I lost all of the original $150 deposit and its accompanying 30% bonus prior to making the $500 deposit that yielded the winnings. Thus, my $2000 win had no relation to the previous bonus funds. When I contacted support, the live chat agent (Ronald) refused to escalate my case and eventually connected me to my "player manager" Eva. I explained my situation to Eva in detail, but she dismissed my claims, stating the decision was final and that the terms were violated.
Despite my repeated efforts to clarify that my winnings came exclusively from a non-bonus $500 deposit, Eva maintained that Playfina was justified in confiscating $1500 of my winnings. I believe this is a misinterpretation of the terms and a deliberate attempt to avoid honoring a legitimate win.
I am requesting that Casino Guru review my case and help escalate this matter so I can recover my rightful winnings. Playfina’s actions are unfair and potentially misleading, as they penalized my subsequent deposits for an alleged violation on a prior, fully depleted deposit bonus. I believe this violates fair play principles. I would like the $1500 in confiscated winnings to be returned to my account and a thorough review of Playfina’s bonus policy enforcement.
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