Igrač iz Slovenije je optužen da je prekršio uslove bonusa stavljajući opklade veće od dozvoljenih. Odbili smo žalbu jer igrač nije odgovarao na naše poruke i pitanja.
The player from Slovenia has been accused of breaching bonus terms by placing bets greater than the allowed ones. We rejected the complaint because the player didn't respond to our messages and questions.
Igrač iz Slovenije je optužen da je prekršio uslove bonusa stavljajući opklade veće od dozvoljenih. Odbili smo žalbu jer igrač nije odgovarao na naše poruke i pitanja.
Iskoristio sam jedan od njihovih bonusa gdje nisam trebao kladiti više od 0.75€ jer sam uplatio depozit od 75€. Koristio sam isti bonus mnogo puta i svaki put kada sam imao izgubio sam novac i niko nikada nije pomenuo da je moja opklada previsoka. Sada sam osvojio 8000€ i pošto sam tražio povlačenje 3000€, poslali su mi e-mail da sam prekršio uslove bonusa i da su zaplenili sve moje dobitke (kompletan zbir dobitaka osim mog depozita) Kako je ovo pošteno? Dakle, sve dok sam gubio novac bilo je u redu kladiti se više od uslova bonusa, ali sada kada sam osvojio veliki, oni konfiskuju sve moje dobitke? To je potpuno nepravedno! Uslovi i ugovori trebaju biti obavezni za obje strane! Ali sa ovim kazinom u redu je kršiti pravila sve dok gubite novac. I također su pravila bonusa napisana u imanju da morate znati "lingo" da biste bili sigurni šta oni žele da radite. 8000€ je puno novca koji sam osvojio pošteno na njihovim igrama.
I used one of their bonuses where I was not supposed to bet more than 0.75€ as I mad an deposit of 75€. I used the same bonus many times and every time that I had I lost money and no one ever mentioned anything about my bet being to high. Now I won 8000€ and as I requested a withdrawl of 3000€ they sent me an email that I have breached bonus terms and they have confiscated all of my winnings (complete sum of winnings except my deposit) How is this fair? So as long I was losing money it was ok to bet bigger than bonus terms, but now that I have won big they confiscate all of my winnings? It is completly unfair! Terms and agreements should be obligatory to both parties! But with this casino is ok to break rules as long as you are losing money. And also bonus rules are written in a manor that you have to know "the lingo" to be sure what they want you to do. 8000€ is a lot of money that I have won fair and square on their games.
Poštovani xrtex1,
Hvala vam puno što ste podnijeli svoju žalbu i proslijedili svu relevantnu komunikaciju. Žao mi je što čujem za problem i razumijem vašu frustraciju. Pažljivo sam provjerio uslove bonusa na web stranici, i evo šta sam našao ( ovdje ):
„Maksimalno dozvoljena opklada sa aktivnim "Bet Raise Reload Bonus" računa na 1% od sume depozita."
Voljeli bismo da kazina implementiraju sisteme koji bi spriječili igrače da plasiraju opklade veće od dozvoljenih, ali, nažalost, to još nije standardna praksa. Uz to, imajte na umu da se sesije bonus igre provjeravaju tek nakon zahtjeva za povlačenje. Stoga, ako izgubite svoja sredstva i ne zahtijeva se povlačenje, sesija igre se ne provjerava za maksimalne opklade i ograničene igre.
Molimo ne ustručavajte se proslijediti svoju historiju igara u Excel formatu zajedno sa svim relevantnim komunikacijama na petronela.k@casino.guru ako smatrate da ste pogrešno optuženi.
Nadam se da ćemo moći da vam pomognemo da rešite ovaj problem što je pre moguće. Jedva čekamo čuti od vas.
Srdačan pozdrav,
Petronela
Dear xrtex1,
Thank you very much for submitting your complaint and forwarding all the relevant communication. I’m sorry to hear about the issue and understand your frustration. I carefully checked the Bonus Terms on the website, and this is what I found (here):
„The maximally allowed bet with an active "Bet Raise Reload Bonus" accounts to 1% from deposit sum."
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. Additionally, please understand that bonus game sessions are checked only after requesting the withdrawal. Therefore, if you lose your funds and no withdrawal is requested, the game session is not checked for maximum bets and restricted games.
Please do not hesitate to forward your game history in Excel format along with any relevant communication to petronela.k@casino.guru if you feel that you’ve been accused mistakenly.
I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
zdravo
prvo bih vam se zahvalio na izdvojenom vremenu.
tako da je kompletan zbir dobitaka (8000€) osvojen za 3 dana, a neki od njih dugo nakon što je bonus klađenje završeno. Prema uslovima kazina, zloupotrebio sam bonus sa svojom prvom opkladom većom od 1%. Dakle, nakon toga su trebali otkazati moj bonus i odbiti moj dobitak, ali nisu! Nastavio sam da igram i pobeđujem bez ikakvog upozorenja od strane sistema ili osoblja, a štaviše, činilo se da nikada nije bilo problema sa mojim opkladama kada sam koristio bonus i gubio novac. Potpuno je nepravedno da kazino tvrdi da su svi moji dobici rezultat zloupotrebe bonusa ako je kompletan iznos osvojen dugo nakon završetka bonusa i kazino je vratio moj depozit na moj saldo u kazinu. Pa su priznali da imam 75€ na računu nakon zloupotrebe bonusa. Kako je moguće da su mi tada odbili sav dobitak? Nepravedno je da kazino tvrdi da sam sve svoje dobitke osvojio bomus novcem. To je netačno i potpuno nepravedno prema igraču. Moj bonus prema njihovim uslovima je završen čim sam stavio opkladu veću od 1%, pa sam nakon toga koristio svoja deponovana sredstva za klađenje. Nisam ja kriv ako ne provjere do povlačenja. Ova stvar je potpuno jednostrana odluka kazina i neistinita je i nepravedna prema igraču. Ako budem morao, čak ću kontaktirati njihovog dobavljača licence za igre.
Pozdrav
Hi,
firstly I would like to thank you for you time.
so the complete sum of the winnings (8000€) were won in 3 days, and some of them long after bonus waggering was completed. According to casinos terms I abused bonus with my first bet greater than 1%. So after that they should have cancelled my bonus and deduct my winnings but they did not! I kept on playing and winning big without any alert from system or staff and furthemore there never seemed to be a problem with my betts when I was using a bonus and losing money. It is completly unfair for casino to claim that all of my winnings are result of a bonus abuse if the complete sum was won long after bonus completion and casino did refund my deposit to my casino balance. So they admitted that I had 75€ in my account after bonus abuse. How is it possible that they deducted all of my winnings then? It is unfair for casino to claim that I won all of my winnings with bomus money. It is untrue and completly unfair to player. My bonus according to their terms was over as soon as I placed a bet bigger than 1%, so after that I used my deposited funds for betting. It is not my fault if they dont do check up until withdrawal. This matter is completly one sided decision from casino and it is untrue and unfair to player. If I will have to, I will be even contacting their gaming licence provider.
Regards
Bet Raise Reload 50% do €1000 Bonus je kreiran za sve kategorije korisnika. Klijent može napraviti depozit od €50 koristeći ovaj bonus i igrati na maksimalnu opkladu od €0,5, ili klijent može napraviti depozit od €2000 i igrati na maksimalnu opkladu od €20.
Maksimalna dozvoljena opklada je direktno povezana sa veličinom depozita - 1% depozita. Ovo se navodi na tri mjesta:
U opisu Bet Raise Reload 50% Bonus;
Bonus Uslovi;
Odredbe i uslovi.
Bet Raise Reload 50% do 1000€ bonus je davno kreiran i veoma je popularan, ali svakog meseca nekoliko korisnika ne smatra potrebnim da pročita uslove i odredbe ovog bonusa.
Kako bi se izbjegle slične situacije u budućnosti, odlučeno je da se ovaj bonus deaktivira od 26.08.2022.
Bet Raise Reload 50% up to €1000 Bonus was created for all categories of users. The client can make a deposit of €50 using this bonus and play at a maximum bet of €0.5, or the client can make a deposit of €2000 and play at a maximum bet of €20.
The maximum bet allowed is directly related to the size of the deposit - 1% of the deposit. This is stated in three places:
In the description of Bet Raise Reload 50% Bonus;
Bonus Terms;
Terms and Conditions.
The Bet Raise Reload 50% up to €1000 bonus was created a long time ago and is very popular, but every month several customers do not consider it necessary to read the terms and conditions of this bonus.
In order to avoid similar situations in the future, it was decided to deactivate this bonus from 26.08.2022.
Hvala, Pledoo Casino tim , na pojašnjenju.
Poštovani xrtex1 ,
Ako ste svjesni da stavljate veće opklade od dozvoljenih, nažalost, u ovom trenutku ne možemo mnogo učiniti kako bismo podržali vaš slučaj. Toplo bih preporučio da pažljivo pročitate sve T&C prije nego počnete igrati kako biste izbjegli bilo kakve nesporazume u budućnosti. Kazina pokušavaju da dizajniraju svoje bonuse tako da budu što atraktivniji, ali pravila se uvijek moraju poštovati.
Obavijestite me ako postoje dodatne informacije koje sam previdio, ali bojim se da ću biti primoran da odbijem vašu žalbu kao neopravdanu. Voleo bih da mogu biti od veće pomoći. Hvala unaprijed na odgovoru i razumijevanju.
Thank you, Pledoo Casino team, for the clarification.
Dear xrtex1,
If you are aware of placing higher bets than the allowed ones, sadly, there is not much we 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.
Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.
Nisam bio svjestan da su moje opklade prevelike sve do trenutka kada su mi oduzeti dobici. Još jednom želim da istaknem da je od trenutka kada sam stavio veću opkladu, moj bonus je gotov. Nakon toga sam još uvijek imao svoj originalni depozit na svom računu. Nisam ja kriv što kazino ne provjerava zloupotrebu bonusa do povlačenja. Prva opklada nakon što sam zloupotrebio bonus bila je opklada koju sam napravio sa svojim depozitom. Razumijem da sam prekršio uslove bonusa, ali je potpuno nepravedno da su mi svi dobici oduzeti jer sam osvojio kompletan iznos za 3 dana, a ne samo kada sam imao bonus. Razumijem da će neki dobici biti uzeti, ali ne cijeli iznos. Pravedno rješenje bi bilo da se dio dobitaka oduzme, a ne sav. Svaka opklada koju sam stavio bila je legitimna i prema uslovima i odredbama nakon zloupotrebe bonusa oni mogu uzeti dobitak koji je osvojen do zloupotrebe bonusa, ali ne i poslije! Trebali bi izračunati sumu koja je osvojena drugu nakon što sam zloupotrebio uslove bonusa. Ponovo! Nisam ja kriv što su zaplijenili neposredno prije povlačenja. I nije u redu ni pošteno da su uzeli sve dobitke.
I was not aware that my bets were too big till the moment my winnings were taken away. Once again I wish to point out that from the moment I placed bigger bet that I should my bonus was over. After that I still had my original deposit on my account. It is not my fault that casino does not check bonus abuse till withdrawl. The first bet after I abused my bonus was a bet that I made with my deposit. I understand that i breached bonus terms, but it is completly unfair that all of my winnings were taken away as I won the complete amount in 3 days and not only when I had a bonus. I understand that some winnings will be taken but not the whole amount. Fair solution would be that some of the winnings would be taken away and not all. Every bet that I have placed was legitimate and according to the terms and conditions after bonus abuse they can take the winnings that were won till the bonus abuse, but not after! They should calculate the sum that was won the second after I abused bonus conditions. Once again! It is not my fault that they confiscate just before withdrawl. And it is not right or fair that they took all of the winnings.
Takođe, prema uslovima mogu da donesu odluku i da uopšte ne uzimaju ami dobitak jer nisu u obavezi da konfiskuju dobitak. Nadalje, kada igrač koristi bonus promociju, balans se sastoji od deponovanog novca + bonus novca. Čim bonus "sagori" preostali saldo se sastoji od deponovanih sredstava. Ne mogu vjerovati da je kasinu dozvoljeno da konfiskuje dobitak kad god želi. Ovo zaista nije mala stvar jer je ukupan iznos dobitka 8.000€! Kao što sam naveo u svom prethodnom odgovoru, znam da će neki od dobitaka biti izgubljeni zbog moje greške, ali opet! Ne mogu ih sve uzeti. Ne postoji segment u njihovom pojmu kada mogu zaplijeniti sredstva. I zašto vas obavještavaju o zloupotrebi bonusa baš kada pobijedite? Siguran sam da sam prekršio uslove bonusa u mnogim prilikama jer nisam znao da sam zloupotrebio bonus. Nikada nisu slali nikakva upozorenja. Sve što tvrdim je iznos dobitka koji je osvojen nakon zloupotrebe bonusa.
Also, according to the terms and conditions they can make a decision and not take amy winnings at all as they are not obliged to confiscate winnings. Furthermore when a player is using a bonus promotion the balance is made out of deposited money + bonus money. As soon as bonus "burns" the remaining balance consists of deposited funds. I can not believe that is allowed for a casino to confiscate winnings whenever they choose. This is really not a small matter as the complete sum of the winnings is 8.000€! Like I statet in my previous response I know that some of the winnings will be lost because of my mistake, but again! They can not take them all. There is no segment in their terms when can they confiscate funds. And also why do they notify you about bonus abuse just when you win? Im sure that I breached bonus conditions on many ocassions as I was unaware that i abused bonus. They never sent any warnings. All I am claiming is the amount of winnings that were won after bonus abuse.
Razumijem tvoju frustraciju, xrtex1. Jeste li zatražili svoju historiju igara, molim? Ako jeste, proslijedite ga na petronela.k@casino.guru što je prije moguće. Hvala unapred.
I understand your frustration, xrtex1. Have you requested your game history, please? If yes, forward it to petronela.k@casino.guru at your earliest convenience. Thank you in advance.
Hi Team.
Izvod ovog depozita sa aktivnim bonusom poslat je na e-mail predstavnika foruma petronela.k@casino.guru.
Kao što možete vidjeti iz izjave klijent se kladio na 1 € igrajući sa stvarnim stanjem sa aktivnim bonusom Povećavanje klade Reload 50%.
Ispod su prikazane opklade igrača koje su premašile granicu od 0,75 € dok su igrali sa bonus saldom sa istim bonusom:
Od UTC 21.08.2022 21:16:29 Kladite se PragmaticPlay (Black Bull) - 0,80 EUR (53 opklade)
Od UTC 21.08.2022 21:32:17 Kladite se RelaxGaming (Staza mrtvaca) - 0,80 EUR (168 opklada)
Od UTC 21.08.2022 22:04:08 Kladite se NoLimitCity (LegionXDX1) - 1,00 EUR (26 opklada)
Od UTC 21.08.2022 22:06:10 Kladite se na PushGaming (Big Bamboo) - 1,00 EUR (276 opklada)
Od UTC 21.08.2022 22:24:12 Kladite se na PragmaticPlay (Buffalo King Megaways) - 1,25 EUR (99 opklada)
Od UTC 21.08.2022 22:33:40 Kladite se na PushGaming (Muzej misterija) - 1,00 EUR (134 opklade)
Od UTC 21.08.2022 22:54:30 Kladite se RelaxGaming (Money Train 2) - 2,00 EUR (151 opklada)
Od UTC 21.08.2022 23:08:18 Kladite PlaynGo (Knjiga mrtvih) - 3,00 EUR (153 opklade)
Od UTC 21.08.2022 23:18:46 Kladite se na PragmaticPlay (Kapija Olimpa) - 2,50 EUR (122 opklade)
Od UTC 21.08.2022 23:28:16 Kladite se na PragmaticPlay (Kuća za pse) - 4,00 EUR (46 opklada)
Nakon toga je uložena bonus opklada, bonus saldo od 2697,14 € prebačen je na stvarni saldo i igrač je nastavio da igra na realnom saldu.
Hi Team.
The statement of this deposit with an active bonus was sent to the e-mail of the forum representative petronela.k@casino.guru.
As you can see from the statement the client bet €1 playing with the real balance with an active bonus Bet Raise Reload 50%.
Below are presented player's bets that exceeded the limit of €0.75 while playing with the bonus balance with the same bonus:
From UTC 21.08.2022 21:16:29 Bet PragmaticPlay (Black Bull) - 0.80 EUR (53 bets)
From UTC 21.08.2022 21:32:17 Bet RelaxGaming (Dead Man's Trail) - 0.80 EUR (168 bets)
From UTC 21.08.2022 22:04:08 Bet NoLimitCity (LegionXDX1) - 1.00 EUR (26 bets)
From UTC 21.08.2022 22:06:10 Bet PushGaming (Big Bamboo) - 1.00 EUR (276 bets)
From UTC 21.08.2022 22:24:12 Bet PragmaticPlay (Buffalo King Megaways) - 1.25 EUR (99 bets)
From UTC 21.08.2022 22:33:40 Bet PushGaming (Mystery Museum) - 1.00 EUR (134 bets)
From UTC 21.08.2022 22:54:30 Bet RelaxGaming (Money Train 2) - 2.00 EUR (151 bets)
From UTC 21.08.2022 23:08:18 Bet PlaynGo (Book of Dead) - 3.00 EUR (153 bets)
From UTC 21.08.2022 23:18:46 Bet PragmaticPlay (Gates of Olympus) - 2.50 EUR (122 Bets)
From UTC 21.08.2022 23:28:16 Bet PragmaticPlay (The Dog House) - 4.00 EUR (46 bets)
After that the bonus wager was wagered, the bonus balance of €2697.14 was transferred to the real balance and the player continued to play on the real balance.
"Nakon bonus opklade, saldo bonusa od 2697,14€ prebačen je na realno stanje". Nakon toga sam igrao još 2 dana i osvojio kompletnu sumu od 8.000€! Ne znam zašto niste poslali kompletnu istoriju igre? I kao što sam već rekao! Znam da mi neće biti isplaćen kompletan iznos dobitka, ali nije fer da je uzet ceo iznos. Napravio sam prvo povlačenje dugo nakon zloupotrebe bonusa i opet nisam ja kriv što provjerite zloupotrebu bonusa pri povlačenju! Smatram da je najbolje rješenje da kazino zaplijeni polovinu mog dobitka i isplati drugu polovinu. I molim vas pošaljite mi kompletnu historiju igre kao što sam tražio u svom e-mailu.
"After bonus wager the bonus balance of 2697.14€ was transferred to the real balance". After that I was playing for another 2 days and won the complete sum of 8.000€! I do not know why you did not send complete game history? And like I stated before! I know that I will not be paid the complete sum of the winnings, but it is unfair that complete amount was taken. I made the first withdrawl long after bonus abuse and again it is not my fault that you check bonus abuse at withdrawl! I find the best solution to be for a casino to confiscate half of my winnings and payout the other half. And please send me the complete game history as I requested in my e-mail.
Puno vam hvala, Pledoo Casino tim , za istoriju igre igrača. Možete li ga, molim vas, proslediti direktno igraču?
Poštovani xrtex1 ,
Nažalost, moram potvrditi da je mnogo opklada veće od dozvoljenih pronađeno u vašoj historiji igara dok ste imali aktivan bonus. Nažalost, u ovom trenutku ne mogu mnogo učiniti da podržim vaš slučaj. Toplo bih preporučio da pažljivo pročitate sve T&C prije nego počnete igrati kako biste izbjegli bilo kakve nesporazume u budućnosti. Kazina pokušavaju da dizajniraju svoje bonuse tako da budu što atraktivniji, ali pravila se uvijek moraju poštovati. Ne ustručavajte se da me kontaktirate ako postoji još nešto, što bih mogao učiniti za vas po ovom pitanju. Hvala vam na razumijevanju.
Thank you very much, Pledoo Casino team, for the púlayer's game history. Could you please forward it to the player directly as well?
Dear xrtex1,
Unfortunately, I have to confirm that many bets greater than the allowed ones were found in your game history while you had an active bonus. 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. Please do not hesitate to contact me if there is anything else, I could do for you in this matter. Thank you for your understanding.
Kao što sam rekao u svom prethodnom odgovoru, znam da neke od mojih dobitaka treba uzeti (sve dobitke do trenutka zloupotrebe bonusa), ali nakon završetka bonusa ne bi trebali uzeti nijedan dobitak nakon toga. Kazino vam je proslijedio istoriju igara samo tokom aktivnog bonusa, a ne sve! Još uvijek čekam da mi direktno pošalju kompletnu historiju igre, ali ne odgovaraju. Takođe, ceo sporni iznos je 8.000€ ne samo iznos koji je osvojen tokom bonusa. Ne znam zašto se svaki odgovor koji dobijem odnosi samo na bonus sredstva, a ne na dobitke koji su osvojeni dugo nakon što je bonus završio i koji su mi još uvijek uzeti! Upravo iz tog razloga kazino mi neće poslati kompletnu istoriju igara! Siguran sam da nisu bili podobni da zaplijene sva moja sredstva i ako ne nađemo rješenje za ovo, svakako ću pokušati riješiti ovaj spor sa njihovim davaocem licence ili na bilo koji drugi način. Po mom mišljenju to je potpuna prevara. Ne znam zašto se ovdje promoviraju jer njihovi uslovi i ugovori zaista nisu fer prema igračima i imaju mnogo ograničenja u svojoj koristi. Teško je bilo šta osvojiti, a čak i kada to uradite, kazino će učiniti sve što je u njihovoj moći da ništa ne plati.
Ponovo. Tvrdim da novac osvojen nakon zloupotrebe bonusa ne treba oduzimati jer od drugog kada je bonus završio, uslovi bonusa više nisu važili. Ako je kazino odlučio provjeriti bonus pri povlačenju, to je njihova odluka, ali to ne znači da ima pravo da zapleni sva sredstva na računu igrača! Zaplijenili su sav dobitak (dobiti tokom bonusa i dobici nakon bonusa)! Tvrdim da su dobici osvojeni nakon bonusa i kazino bi ih trebao vratiti!
Like I said in my previous response, I know that some of my winnings should be taken (all of the winnings to the moment of bonus abuse) but after the bonus was over they should not take any winnings after that. Casino only forwarded you the game history during an active bonus and not all of it! I am still waitting for them to directly send me a complete game history, but they do not respond. And also the whole disputed amount is 8.000€ not just the amount that was won during bonus. I do not know why every reply that I get is just about the bonus funds and not the winnings that were won long after bonus was over and were still taken from me! For this exact reason casino wont send me the complete game history! I am sure that they were not eligable to seize all of my funds and if we wont find a solution to this, I will definitely try to resolve this dispute with their licence provider or in any other way. In my opinion it is a complete scam. I do not know why they are being promoted here as their terms and agreements are really not fair to players and they have a lot of limits in their benefit. It is hard to win anything and even when you do the casino will do everything in their power to not pay anything.
Once again. I am claiming that money won after bonus abuse should not be taken away as from the second when bonus was over, bonus terms did not apply anymore. If casino decided to check the bonus at withdrawl it is their decision but that does not mean that they have a right to seize all of the funds in players account! They seized all of the winnings (winnings during the bonus and winnings after the bonus)! I claim the winnings won after the bonus and casino should return them!
U potpunosti razumijem vaše gledište, međutim, pokušaću da objasnim zašto je vaš dobitak oduzet.
Molimo provjerite sljedeća pravila ( ovdje ):
„Ako se igrač kladi više od dozvoljenog po opkladi sa aktivnim bonusom, to se klasifikuje kao zloupotreba bonusa.
...
Ako prekoračite maksimalno ograničenje opklade prilikom klađenja bonus novca, vaš dobitak će biti smanjen na iznos posljednjeg depozita."
Kazina provjeravaju sesije bonus igre samo kada se podnese zahtjev za povlačenje. Iz vaše istorije bonus igara, jasno je da ste nekoliko puta prekršili pravilo o maksimalnom opkladu. Prema tome, vaš ceo dobitak od bonus igre treba da bude izgubljen u skladu sa odredbama i uslovima. To znači da ne biste imali sredstava da nastavite igrati nakon što završite bonus klađenje, pa čak i iznos koji osporavate (i koji je osvojen nakon što je bonus klađenje završen) treba poništiti jer ste prekršili maksimalnu opkladu dok je vaš bonus još bio aktivan.
Iako se slažem da bi sve ove provjere trebale biti hitne, nažalost, to nije industrijski standard. Većina bonusa dolazi sa pravilom maksimalne opklade i igrači moraju biti oprezni jer kršenje ovog pravila znači da će cijeli dobici biti poništeni.
Obavijestite me ako postoje dodatne informacije koje sam previdio, ali bojim se da ću biti primoran da odbijem vašu žalbu kao neopravdanu. Voleo bih da mogu biti od veće pomoći. Hvala unaprijed na odgovoru i razumijevanju.
I fully understand your point of view, however, I'll try to explain why your winnings were confiscated.
Please check the following rules (here):
"If a player is betting more than allowed per bet with an active bonus, it classifies as bonus abuse.
...
If you exceed the maximum bet limit when wagering bonus money, your winnings will be reduced to the amount of the last deposit."
Casinos check bonus game sessions only when a withdrawal request is submitted. From your bonus game history, it is clear that you have breached the maximum bet rule several times. Therefore your entire winnings from the bonus play should be forfeited according to terms and conditions. That means that you wouldn't have funds to continue playing after completing bonus wagering and even the amount that you dispute (and was won after the bonus wagering was completed) should be cancelled as you breached the maximum bet while your bonus was still active.
While I agree that all these checks should be immediate, sadly, that's not industry standard. The majority of bonuses come with a maximum bet rule and players need to be careful as breaching this rule means those entire winnings will be voided.
Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.
Dear xrtex1,
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.
Nažalost, odbijamo ovaj slučaj jer igrač nije odgovorio na naše poruke i pitanja. Zbog toga nismo u mogućnosti da nastavimo sa daljom istragom ili predložimo moguća rešenja.
Igrač može ponovo da otvori ovu žalbu u bilo kom trenutku.
Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.
The player can reopen this complaint anytime.
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.
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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.