The player from Australia deposited $800 and won $9,000, along with a $500 VIP bonus. After attempting to withdraw $5,000, they encountered issues with restrictions on bonus winnings and were only credited $800, leaving them confused about the total balance and further restricting a subsequent $4,000 withdrawal.
Igrač iz Australije je deponovao $800 i osvojio $9,000, zajedno sa $500 VIP bonusa. Nakon pokušaja da povuku 5.000 dolara, naišli su na probleme sa ograničenjima na bonus dobitke i kreditirano im je samo 800 dolara, ostavljajući ih zbunjenim oko ukupnog bilansa i dodatno ograničavajući naknadno povlačenje 4.000 dolara.
Naišli ste na značajne probleme sa vašim onlajn kazinom
1. **Depoziti i početni dobici**:
- položio sam **$800** u RichardCasino.
- osvojio sam **$9000**, čime je vaš novi balans bio **$9000**.
2. **Aktivacija bonusa**:
- jdobili ste **$500 VIP bonus** koji ste aktivirali.
- Nakon što sam ispunio uslove za klađenje, stanje na mom računu je poraslo na **10.800 USD**.
3. **Pokušaji povlačenja**:
- Pokušao sam da podignem **$5000**, ali primio sam e-poruku u kojoj se navodi problem i samo **$800** je kreditirano.
- Kazino me je obavestio da je vaš dobitak od bonusa ograničen na **10 puta veći iznos bonusa**.
4. **Promene konačnog bilansa**:
- Stanje na vašem računu je palo na **$5000** nakon povlačenja.
- Igrali ste ponovo i osvojili još **$4000**.
- Kada ste pokušali da podignete ovaj iznos, suočili ste se sa još jednim ograničenjem od **$4000**.
### Razlozi za ove probleme:
- **Ograničenja bonusa**: Online kazina često imaju stroga pravila o bonusima. U vašem slučaju, izgleda da će dobici dobijeni od bonusa značajno ograničiti vašu mogućnost da povučete ta sredstva.
- **Pravila klađenja**: Ovde se primenjuje uslov da možete da povučete samo dobitke jednake **10 puta višem iznosu bonusa**. Pošto su vaši dobici izvedeni iz vaših depozita, a bonus je dodao dodatnu složenost, čini se da je deo vašeg dobitka nepovlačeći.
Encountered significant issues with your online casino
1. **Deposits and Initial Wins**:
- i deposited **$800** into RichardCasino.
- i won **$9000**, making your new balance **$9000**.
2. **Bonus Activation**:
- jreceived a **$500 VIP bonus** which you activated.
- After meeting the wagering requirements, my account balance rose to **$10,800**.
3. **Withdrawal Attempts**:
- i tried to withdraw **$5000**, but received an email stating a problem and only **$800** was credited.
- The casino informed me that your winnings from the bonus are restricted to **10 times the bonus amount**.
4. **Final Balance Changes**:
- Your account balance dropped to **$5000** after withdrawals.
- You played again and won another **$4000**.
- Upon attempting to withdraw this amount, you faced another restriction of **$4000** being taken.
### Reasons for These Issues:
- **Bonus Restrictions**: Online casinos often have strict rules about bonuses. In your case, it seems that winnings derived from the bonus will significantly limit your ability to withdraw those funds.
- **Wagering Rules**: The stipulation of only being able to withdraw winnings equal to **10 times the bonus** amount applies here. Since your winnings were derived from your deposits and the bonus added further complexity, it seems part of your winnings non retractable.
Poštovani Mtn995,
Hvala vam puno što ste podneli žalbu. Žao mi je što čujem za vaše probleme sa Richard Casino-om i razumem vašu frustraciju u vezi sa procesom povlačenja.
Da bismo bolje razumeli vašu situaciju, želeo bih da postavim još nekoliko pitanja:
Vaša saradnja je ključna za nas da nastavimo sa ovim slučajem i rešimo problem. Bez vašeg doprinosa, možda nećemo moći efikasno da nastavimo.
Nadam se da ćemo moći da vam pomognemo da rešite ovaj problem što je pre moguće. Hvala unapred na odgovoru.
Srdačan pozdrav,
Petronela
Dear Mtn995,
Thank you very much for submitting your complaint. I’m sorry to hear about your issues with Richard Casino and understand your frustration regarding the withdrawal process.
To help us better understand your situation, I would like to ask a few more questions:
Your cooperation is crucial for us to proceed with this case and resolve the issue. Without your input, we may not be able to continue effectively.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
Uprkos novcu 1. januara. Tako da kazino kaže da imam status zlatnog članstva moji troškovi moraju da prelaze 2000 mesečno, ali to je prvi dan u mesecu, a pre toga nisam potrošio 2000. Tako da mi taj bonus šalju ne kao poklon već kao mamac. Dakle, moj račun je bio oko 7000 kada sam dobio taj bonus. Nisam aktivirao bonus dok nisam znao da sam završio sa svojim dobicima i samo sam želeo da igram iz zabave. To je bilo 9000. Ništa od mog stanja nije bilo ograničeno, čak ni VIP bonus. sve što je rečeno može se povući. Dok nisam napravio povlačenje od 5800. Ali ono što ne razumem je da oni ne dozvoljavaju maksimalno 4000 povlačenja? Ali su mi dozvolili da podignem 5800? Smešno je. Dobio sam e-poruku da je moje povlačenje odbijeno da je iznos pripisan na vaš račun. Samo 800 je kreditirano. Kontaktirao sam ih i rekao šta se dešava? Rekli su da imam bonus dobitke. I morali su da uzmu 500k10. Da mi je sada dozvoljeno da izvršim povlačenje i da ne bi trebalo da bude problema. Rekao sam da sačekam trenutak. Moj nalog je bio 9000, aktivirao sam bonus što je značilo da su dobici u bonusu bili 1800. Imao sam stanje od 9000 dobijeno od depozita. Tako sam se naljutio i počeo da igram bakaru i osvojio još 4000. Mislio sam da je sve u redu pošto su uzeli taj novac. Zato što i dalje piše "povlačenje". Što znači da je moj nalog ograničen ili šta god. napravim još 4000 povlačenja. Pre nego što izvršim povlačenje, kontaktiram ih i pitam ih da ću izvršiti povlačenje. Samo da budem siguran da se ovo više ne ponovi. Nisam dobio direktan odgovor i da će ga pregledati finansijski tim. Sve su to bile samo laži. Jer kada su uzeli 5000, rekli su mi da li mi je sada dozvoljeno da podignem i stanje neće biti izvršeno. Rekli su da sam mislio da mi je dozvoljeno da podignem taj iznos. Uzeli su i drugi iznos. Napravio sam depozit i osvojio 9000 uključujući 4000. Bez bonusa. Sada vidim da je bio mamac da me natera da to aktiviram. Zato što nisam potrošio ukupno 2000, pa je razlog što su mi dali taj bonus bio samo iz tog razloga.
I despited the money on the 1st January. So the casino says to have gold membership status my expenses must exceed 2000 a month but that is the first day of the month and before that I have not spend 2000. So they send that bonus to me not as a gift but as a lure. So my account was around 7000 when I received that bonus. Did not activate the bonus till I knew I was done with my winnings and I just wanted to play for fun. That was 9000. None of my balance was restricted not even the vip bonus. everything said withdrawable. Until I made a withdrawal of 5800. But what i dont understand is they onky allow max 4000 withdrawals? But they allowed me to withdraw 5800? Its funny. I get an email saying my withdrawal was rejected the amount has been credited to your account. Only 800 got credited. I contacted them and said what's going on? They said i had bonus winnings. And they had to take 500x10. That im now allowed to make a withdrawal and there shouldnt be a problem.i said to then hold on a second. My account was 9000 i activated the bonus which meant the bonus winnings were 1800. I had a balance of 9000 derived from a deposited. I got so angry and started playing baccarat and won a further 4000. I thought everything was fine since they took that money. Because it still says withdrawable.Which means my account restricted or whatever.i make another 4000 withdrawal. Before I make a withdrawal I contact them and ask them that I'll be making a withdrawal. Just to make sure this doesn't happen again. I did not get a straight answer and that it will be reviewed by the financial team. It was all just lies. Because when they took the 5000 they told me if I'm now allowed to make a withdrawal and the balance will not be effected.They said so I thought I'm allowed to withdraw that amount. They took the second amount also. I made a deposit and won 9000 including 4000. No bonus. I now see it was a lure to get me to activate that. Because I did no spend a total of 2000 so the reason they gave me that bonus was for that reason that reason only.
Zatražio sam punu istoriju igara
I've requested a full games history
Ono što ne shvatam je kada ti daju bonuse. Maks koji možete da se kladite sa bonusima je 15 u igrama sa visokim ulozima. zašto mi je bilo dozvoljeno da stavim opklade na 1500 dolara bakara opklade. Zato što su se nadali da će izgubiti moj novac pre nego što unovčim, tako da nisu morali da pribegnu ovoj šemi. Ali nisam izgubio, osvojio sam ukupno 14800. Ali izgubio sam ga, a ne igre, izgubio sam ga u kazinu. Igraš, gubiš, panduriraš. Ali kada igrate i pobeđujete. Ali kazino to shvata, to nije fer. Moram da se pozabavim.
What I don't get is that when they give you bonuses. The Max you're allowed to bet with bonuses was 15 in high stakes games. why was I allowed to place bets 1500 dollar baccarat bets. Because they hoped that lose my money before I cash out so they didn't have to resort to this scheme. But I didn't lose I won 14800 total. But I lost it not the games I lost it to the casino. You play you lose you cop it. But when you play and win But the casino takes it that's unfair. I needs to be dealt with.
Ovo je moja poslednja opcija. Nisam imao gde da idem, svađao sam se i raspravljao. Bio sam u pravu mnogo puta su nekoliko puta protivrečili sebi, ali nisam mogao da pobedim. Sada i dalje igram jer jurim ono što je uzelo, ali gubim i gubim. Ti si moja jedina nada. Objavite tako
This is my last option. I had nowhere to go I argued and argued. I was right many times they contradict themselves several but I could not win. Now I still play because I chase what took but I'm losing and losing. You're my only hope. Make thus public
Samo da isprave grešku ostavili su mi 5000 i 800. Tako da sam igrao i osvojio još 4000. Oni su zatim uzeli još 4000 što je ukupno 9000. Dali su vip bonus 500 iako sam bio tek januar i moji troškovi su bili manji od 2000. Znam ovo jer su Stajkazino i Ričard kazino isto. Dobio sam zlatno članstvo jer su moji troškovi dostigli 2000. Moj Ričard račun je bio samo nekoliko stotina. Dobici nisu troškovi
Just to fix the mistake they left me with 5000 and 800. So I played and won another 4000. They further then took another 4000 which in total 9000. They gave a vip bonus 500 even though I was only January and my expenses were less than 2000. I know this because staycasino and richard casino are the same. I reached gold membership cause my expenses reached 2000. My richard account was only a few hundred. Winnings are not expenses
Kontaktirao sam kazino i pitao ih za moju istoriju igara. Šaljem poruku VIP menadžeru, on kaže ne i pitam ga zašto se ne družiš? Ne daje mi razlog. pritisnem ga. Konačno kaže da, ali odugovlači 2 dana. Dobijem e-poštu i oni mi pošalju moju istoriju za staicasino sa druge strane. Konačno dolazi. Shvatam da je uređeno, ali pokušavam da shvatim zašto. Onda je došlo do mene. Kada sam komunicirao sa njima rekao im je da se bonus ne igra do 8800 ispravio me je i rekao 9800. Zatim mi je dao istoriju mojih igara i uredio da sam igrao nagrade "freespin". Btv bonus nije bio besplatan okret.
I contacted the casino and asked them for my game history. I message vip manager he says no and i ask him why not mate? Doesnt give me a reason. I press him. He finally says yes but he stalls for 2 days. I get an email and they send me my history for staycasino their other side. Finally it comes. I realize its been edited but im trying to figure why. Then it came to me. When i communicated with them told them no bonus was played until 8800 he corrected me and said 9800. Then he gives me my games history and edited that i played awards "freespin". Btw the bonus was no free spin.
Takođe igra kaže da sam osvojio svoj novac 1. januara. Ne, položio sam depozit 2. januara i pobedio
Also the gameplay says won my money on the 1st of January. No I deposited on the 2nd of January and won
Hvala vam puno, Mtn995, što ste dali sve potrebne informacije. Sada ću preneti vašu žalbu svom kolegi Adamu ( adam.m@casino.guru ), koji će vam biti u pomoći. Želim vam puno sreće i nadam se da će vaš problem biti rešen na vaše zadovoljstvo u bliskoj budućnosti.
Thank you very much, Mtn995, for providing all the necessary information. I will now transfer your complaint to my colleague, Adam (adam.m@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.
Zdravo Mtn995,
Pregledao sam vaš slučaj i kontaktiraću kazino da vidim da li mogu da pomognem.
Želeli bismo da pozovemo Richard Casino da se pridruži razgovoru i učestvuje u rešavanju ove žalbe.
Dragi Richard Casino,
Možete li, molim vas, pojasniti tačne razloge za smanjenje zaostajanja igrača?
srdačan pozdrav,
Adam
Hello Mtn995,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite Richard Casino to join the conversation and participate in the resolution of this complaint.
Dear Richard Casino,
Can you please clarify the exact reasons for reducing the player's blance?
Kind regards,
Adam
Želeo bih da dodam da je komunikacija bila veoma jednostrana. Kad god im postavim pitanje, oni mi daju najnebitniji odgovor? Rekli su da su svi dobici u bonusima podložni maksimalnim ograničenjima povlačenja. Ponovo sam rekao. Bonus je kada je bonus aktiviran, a iznos nakon toga podleže ograničenjima.
Kada sam napravio depozit na 2/1, imajte na umu da se nedeljni keš plaća ne po američkom vremenu, već po američkom vremenu. Moje igranje pokazuje nedoslednosti, na primer postoji igra sa datumom 31/1/24, a zatim bi trebalo da bude 1/1/25, ali je 30. dan ranije. Nastavlja se dok ne dostigne i recimo sedmični gotovinski bonus, a zatim se vrati na 31.12.24. Id igre takođe nije u numeričkom redosledu. Stalno govorim pokaži mi da sam se uspešno kladio na to i igrao sa tim sredstvima i osvojio 10800. Neće. Umesto toga, kažu da nema greške, sve je tačno. Ne vidim ništa tačno u vezi sa opkladom na prošli dan ispred buduće opklade. Verujem da je ovaj kazino promenio moju igru kako bi izgledao kao da sam igrao sa bonusima od početka do kraja. Napravio sam više depozita i sećam se da nikada nisam dobio nedeljni gotovinski bonus pre 01.09.2025.
Takođe, sajt kaže da se bonusi mogu dati samo verifikovanim nalozima. Rečeno je da tamo ne prevaravaju kupce, ali ja razumem. Stavljate novac u gubitke, vi ga ubijate. Ali kada kazino kaže nešto što nije istina i takođe kaže da sam ja kriv? Deponovao sam više puta jer je moj račun dostigao nulu.
Pojednostaviću, evo šta se desilo. Deponovao sam ukupno 800. Nisu mi korišćeni niti dati bonusi za depozit. Dobio sam 9800. Dobio sam VIP gotovinski bonus iako moji troškovi tog meseca nisu bili 2000. Pitao sam zašto mi je dat VIP gotovinski bonus kada sam tek počeo da igram čak ni bonusi na depozit nisu bili toliko. Dobici depozita su moji. Bonus dobitak Prihvatam da sam podvrgnut ovim uslovima. Iznos od 10800 nije zaključan za bonus koji kaže da se može povući.
I would like to add that communication has been very one sided. Whenever I ask them a question they give me the most irrelevant answer? They've said any bonus winnings is subjected to Max withdrawal restrictions. I've said time and time again. Bonus are when the bonus is activated and the amount after is subjected to restrictions.
When I made a deposit on the 2/1 mind you that weekcash get paid not US time but AUS time. My gameplays shows inconsistencies for example there's gameplay dated 31/1/24 then after it should be 1/1/25 but it's 30th the day before. It keeps going till it reaches and say weekly cash bonus, then it goes back to 31/12/24. The game Id also is not in numerical order. I keep saying show me that successfully wagered that it and played with those funds and won 10800. They won't. Instead they say there no error everything is accurate. I don't see anything accurate about a past day bet being infront of a future bet. I believe that this casino has altered my gameplay to make it look like I played with bonuses from start to finish. I made multiple deposits and I recall never been given any weekly cash bonus prior to the 09/01/2025.
Also the site says bonuses can only be given to verified accounts. They're said there not out to scam there customers but I'm understanding. You put money in the lose it you cop it. But when the casino says something that is not true and also say it's my fault? I deposited multiple time because my account reached zero.
I'll make it simple this is what happened I deposited a total of 800. No deposit bonuses were used or given to me. Had winnings of 9800. A vip cash bonus was given to me even though my expenses were not 2000 that month. I asked why a vip cash bonus was given to me when I had just started playing even deposit bonuses wernt that much. Deposits winnings are mine. Bonus winnings I accept that I'm subjected to there terms. The amount of 10800 was not locked to bonus it says withdrawable.
Zdravo Mtn995,
I ja sam primetio neslaganja u podacima. Sačekaćemo da kazino odgovori i razjasni situaciju.
srdačan pozdrav,
Adam
Hello Mtn995,
I too have noticed the discrepancies in the data. We will wait for the casino to respond and clarify the situation.
Kind regards,
Adam
Rečeno mi je da svaki dobitak koji proizilazi iz bonusa podleže maksimalnom povlačenju. Ne ceo bilans
I was told that any winnings resulting from a bonus Is subjected to Max withdrawal. Not the whole balance
U uslovima i odredbama bonusa jasno stoji da su svi dobici kao rezultat bonusa podložni ovome. Zato što nema smisla da ako imate depozit od 10000, aktivirate bonus od 3 dolara i kažete mi da vam je dozvoljeno samo 3 dolara od tih 10000 to je smešno. Dobio sam kao rezultat depozita. Čak i kada su tražili moju istoriju igara, promenili su moj način igre da bi izgledalo kao da sam igrao sa bonusom, ali su je samo kopirali i zalepili zaboravili da isprave brojeve. Veoma podmukao.
On the bonus terms and conditions clearly states that any winnings as a result of the bonus is subjected to this. Because it doesn't make sense that if you have deposit winnings of 10000 you activate a bonus of 3 dollars your telling me you're only allowed 3 dollars from that 10000 that's ridiculous. I had winnings as a result from a deposit. Even when requesting my games history they altered my gameplay to make it look like I played with a bonus but they just copied and pasted it forgot to make the numbers right. Very sneaky.
Dragi Casino Guru timu,
Iskreno žalimo zbog bilo kakve frustracije koju je igrač doživeo u ovoj situaciji. U potpunosti razumemo koliko takva pitanja mogu biti zabrinjavajuća i cenimo priliku da pružimo pojašnjenje.
Prema našim uslovima i odredbama bonusa, svi bonusi na depozit podležu maksimalnom ograničenju gotovine od 10 puta iznos bonusa . Dok se povlačenje uspešno ne obradi, saldo igrača ostaje podložan ovom pravilu maksimalnog dobitka.
Kao rezultat toga, svi dobici koji premašuju dozvoljeni iznos su oduzeti od stanja u skladu sa našim uslovima. Želimo da vas uverimo da je naš tim izvršio detaljan i precizan pregled svih proračuna, potvrđujući da su primenjena ograničenja tačno procenjena.
Naš primarni cilj u takvim slučajevima je da utvrdimo da li je iznos bonusa uticao na ukupni dobitak. Ovo obezbeđuje fer i transparentnu procenu, uz odgovarajuće razmatranje uticaja bilo kakvih aktivnih bonusa.
Ako igrač zahteva detaljan pregled kalkulacija, rado ćemo vam to dostaviti putem e-pošte na zahtev. Međutim, zbog naše politike privatnosti podataka, nismo u mogućnosti da javno delimo takve informacije. Ako imate dodatnih pitanja ili zahtevate dodatno pojašnjenje, ne oklevajte da nam se obratite.
srdačan pozdrav,
Richard Casino tim
Dear Casino Guru Team,
We sincerely regret any frustration the player may have experienced in this situation. We fully understand how such matters can be concerning, and we appreciate the opportunity to provide clarification.
According to our Bonus Terms and Conditions, all deposit bonuses are subject to a maximum cashout limit of 10 times the bonus amount. Until a withdrawal is successfully processed, the player’s balance remains subject to this maximum winnings rule.
As a result, any winnings exceeding the permitted amount were deducted from the balance in accordance with our terms. We want to assure you that our team has conducted a thorough and precise review of all calculations, confirming that the applied restrictions were accurately assessed.
Our primary objective in such cases is to determine whether the bonus amount has influenced the overall winnings. This ensures a fair and transparent evaluation, while appropriately considering the impact of any active bonuses.
If the player requires a detailed breakdown of the calculations, we would be happy to provide this via email upon request. However, due to our data privacy policy, we are unable to share such information publicly.Should you have any further questions or require additional clarification, please do not hesitate to reach out.
Kind regards,
Richard Casino Team
Zdravo Richard Casino,
Puno hvala na odgovoru. Igrač navodi da su akumulirali dobitke od depozita, tako da bismo mogli da efikasno posredujemo u situaciji, morali bismo da vidimo dokaze koji podržavaju vašu izjavu.
Istorija igara je prethodno bila dostavljena igraču, ali izgleda da postoje neslaganja/greške u podacima. Da li možete da pružite relevantnu istoriju, bilo igraču ili meni direktno ( adam.m@casino.guru ), da vidimo kako je stanje akumulirano i pomenuto korišćenje bonusa?
srdačan pozdrav,
Adame
Hello Richard Casino,
Many thanks for your response. The player states that they accumulated winnings from a deposit, so for us to be able to mediate the situation effectively we would need to see evidence supporting your statement.
Gaming history was previously provided to the player, but there seem to be discrepancies/errors in the data. Are you able to provide the relevant history, either to the player or to me directly(adam.m@casino.guru), so we can see how the balance was accumulated and the use of the bonus mentioned?
Kind regards,
Adam
Naišao sam na značajnu zabunu kada sam kontaktirao vaše osoblje za podršku u vezi sa problemima sa mojim nalogom. U početku sam dobijao nejasne i kontradiktorne informacije. Ukazao sam na grešku u istoriji mog naloga, ali mi je rečeno da nije bilo greške. Dobro sam svestan svojih depozita i igara koje sam igrao.
Kada sam se raspitivao o neslaganjima, vaš tim je tvrdio da je to zbog aktiviranja bonusa na 9800. Uverili su me da je moj bilans od 5000 tačan i da mogu da ga povučem bez ograničenja. Frustriran, ali odlučan, počeo sam da igram bakaru sa visokim ulozima i uspeo sam da osvojim dodatnih 4000.
Međutim, kada sam pokušao da podignem svoj dobitak, ponovo sam obavešten da je stanje sada ispravno i da se neće suočiti sa daljim ograničenjima, što je u suprotnosti sa prethodnim uveravanjem. Ova situacija mi je izazvala veliku frustraciju i počeo sam da odustajem. Ipak, kada sam pregledao svoju istoriju igara, postao sam siguran da nešto nije u redu. Moja igra se ne zbraja u jednoj sekundi, već kaže da se bonus za besplatno okretanje igra na početku sledećeg je negde drugde. Kopirate i nalepite koliko želite, ali ima previše igre da biste to prikrili. Rekli ste mi da sam već aktivirao bonus na 9800, zašto mi niste rekli da sam aktivirao na 200 ili 3000?? Ali nije bilo. Brojevi ne lažu. Ako ste dvaput uzeli novac od mene. Zašto je moj saldo odjednom prešao sa 4000 na 8000 igrajući tako što sam pogodio spin opkladu od 2 dolara? I dalje ima grešaka. Ovo još uvek nije prava istorija.
I encountered significant confusion when I contacted your support staff regarding my account issues. Initially, I received unclear and contradictory information. I pointed out an error in my account history, but I was told that there was no error. I'm well aware of my deposits and the games I played.
When I inquired about the discrepancies, your team claimed it was due to activating a bonus at 9800. They reassured me that my balance of 5000 was correct and that I could withdraw it without restrictions. Frustrated yet determined, I started playing high-stakes baccarat and managed to win an additional 4000.
However, when I attempted to withdraw my winnings, I was again informed that the balance is now correct and wont face any further restrictions, which contradicts the previous assurance. This situation has caused me a great deal of frustration, and I began to feel like giving up. Yet, when I reviewed my gaming history, I became certain that something was wrong. My game play doesn't add up one second it says free spin bonus played at the start the next it's somewhere else. You copy and paste as much as you like but there too much gameplay to cover it up. You guys told me I activated my bonus at 9800 already why didn't you tell me I activated at 200 or 3000?? But it wasn't. Numbers don't lie. If you guys took money from me twice. Whys it my balance all of a sudden go from 4000 to 8000 by playing by hitting a spin bet of 2 dollars? Still there are errors. This Is still not the right history.
Molim vas ako mi je data nagrada besplatnih okretaja. Zato što sam se odlučio za bonus ponude. Dobio bih e-poštu za tu ponudu jednostavno. Ako nije bilo ponude onda se to nije dogodilo.
Please if I was given an award free spins. Because did opt for bonus offers. There would be an email to me for that offer simple. If there was no offer then it didn't happen.
Idem da objavim sve što su mi rekli o mom bonusu. Jedini bonus koji su se odnosili na moje ograničenje povlačenja. Ni jednom nisu rekli da sam počeo da igram sa bonusom ili nekoliko, samo jednim. Odbili su mi sve što utiče na moje mentalno zdravlje. Nemam više šta da izgubim. Oni 9000 od mene, ja sam stavio još 7000 plus 15000 u njihov sestrinski kazino boravak. Ja sam platinasti član. Ovi ljudi su kriminalci, poput ološa koji uzimaju od siromašnih. Ta kategorija.
I'm going go post up everything they've said to me about my bonus. The only bonus they referred to my withdrawal restriction. Not once did they say I started playing with a bonus or a few, just one. They denied me everything it's affecting my mental heath. I got nothing to lose anymore. They 9000 from me I put another 7000 plus 15000 into their sister casino stay I'm a platinum member. These people are criminals, like scum sort of type the ones that take from the poor. That category.
Dakle, sada je moja istorija ponovo izmenjena. Brojevi i dalje ne lažu. Tako da sam sada igrao sa 5 6 bonusa. Pa zašto se ograničenje povlačenja odnosi na samo 1 bonus? Zar ne bi trebalo da važi za sve njih??
So now my history has been altered again. Numbers still don't lie. So I played with 5 6 bonuses now. So why does the withdrawal restriction apply to only 1 bonus? Shouldn't it apply to all of them??
Sećam se da je odigran samo 1 bonus, a ne 5 bonusa. Rečeno mi je da još nije bilo grešaka. Još uvek niste poslali pravu istoriju. Dakle, koji god bonus koji navodno igram, pokažite mi ponudu e-pošte koju biste obično poslali igraču pre nego što se aktivira.
I only recall 1 bonus being played not 5 bonuses. I got told there were not no errors yet. You've still haven't sent the right history. So whatever bonus that I supposedly play please show me the email offer that you'd normally send to a player before they activate.
Rekli su mi da će moj zahtev videti njihov najbolji specijalista. Nakon toga moj se briše. Ne mogu mi reći zašto
They said to me my request will seen by their best specialist. After that my gets deleted. They can't tell me why
Zdravo Mtn995,
Hvala na dodatnim informacijama. Takođe sam pokušao da kontaktiram kazino preko Skajpa, pa ćemo im dati još vremena da odgovore i razjasne situaciju.
srdačan pozdrav,
Adame
Hello Mtn995,
Thank you for the additional information. I have also attempted to contact the casino via Skype, so we will give them some more time to respond and clarify the situation.
Kind regards,
Adam
Dragi Casino Guru timu,
Hvala vam na nedavnom upitu.
Želeli bismo da potvrdimo da je igraču već pružena kompletna istorija igre.
Kako bismo bili sigurni da su sve relevantne informacije, uključujući opklade napravljene sa bonus sredstvima, vidljive, molimo da igrač preuzme priloženu datoteku.
Imajte na umu da određeni detalji, uključujući opklade vezane za bonuse, možda neće biti u potpunosti vidljivi kada pristupate datoteci preko onlajn usluga za otvaranje .kls dokumenata.
Pored toga, želimo da naglasimo da, kao licencirani kazino, nismo u mogućnosti da menjamo ili redigujemo bilo koji deo dostavljenih informacija, pošto su takve radnje strogo zabranjene regulatornim standardima.
Ukoliko igrač preferira, može ponovo da pošalje datoteku direktno vama na dalji pregled.
Nadamo se da ovo razjašnjava stvar i ostajemo vam na raspolaganju ako vam zatreba dodatna pomoć.
Srdačan pozdrav,
Richard Casino tim
Dear Casino Guru Team,
Thank you for your recent inquiry.
We would like to confirm that the player has already been provided with the full game history.
In order to ensure that all relevant information, including bets made with bonus funds, is visible, we kindly ask that the player download the attached file.
Please note that certain details, including bonus-related bets, may not be fully visible when accessing the file through online services for opening .xls documents.
Additionally, we would like to emphasize that, as a licensed casino, we are unable to alter or redact any part of the provided information, as such actions are strictly prohibited by regulatory standards.
Should the player prefer, they are welcome to resend the file directly to you for further review.
We hope this clarifies the matter, and we remain at your disposal should you require any further assistance.
Kind Regards,
Richard Casino Team
Dragi Richard Casino,
Hvala vam na odgovoru. Možete li, molim vas, da pojasnite da li je bonus koji je doveo do smanjenja dobitaka bio „besplatni spinovi"? Kako je ovaj bonus aktiviran?
srdačan pozdrav,
Adam
Dear Richard Casino,
Thank you for your response. Can you please clarify if the bonus which has caused the reduction of winnings was "Award freespins"? How was this bonus activated?
Kind regards,
Adam
Dragi Casino Guru timu,
Hvala vam na dodatnim pitanjima.
Želeli bismo da pojasnimo da je dotični bonus dodeljen kao 'Gotovina nagrada', nagrada za učešće na turniru. Ovaj bonus je automatski pripisan na račun igrača, ali je u početku ostao neaktivan. Iako je kreditiran, ali još nije aktiviran, nije imao uticaja na ukupan balans igrača, a sva sredstva na računu u tom trenutku su bila depozitna sredstva.
Međutim, kada je igrač aktivirao bonus, bonus sredstva su se spojila sa sredstvima depozita. Nakon toga su nastavili da igraju, položili mnogo opklada i ponovo pobedili koristeći kombinaciju depozita i bonus sredstava. Zbog toga je jasno da su bonus sredstva direktno doprinela dobitku, što znači da ograničenja bonusa moraju da se primenjuju na ukupan dobitak. Štaviše, da istaknemo da zbog naših uslova, igrač prvo počinje da igra za pravi novac, a zatim za bonus novac.
Naravno, nijedna stvarna depozitna sredstva od neuspešnog povlačenja nisu bila pogođena. Oni su ostali na saldu igrača i još uvek su bili dostupni za povlačenje.
Ako imate dodatnih pitanja ili vam je potrebna dodatna pomoć, ne oklevajte da se obratite.
Srdačan pozdrav,
Richard Casino tim
Dear Casino Guru Team,
Thank you for your additional questions.
We’d like to clarify that the bonus in question was given as 'Award Cash,' a reward for participating in the tournament. This bonus was automatically credited to the player’s account but remained inactive at first. While it was credited but not yet activated, it had no impact on the player’s total balance, and all funds on the account at that moment were deposit funds.
However, once the player activated the bonus, the bonus funds merged with the deposit funds. After that, they continued playing, placed many bets, and won again using a mix of both deposit and bonus funds. Because of this, it's clear that the bonus funds directly contributed to the winnings, meaning the bonus restrictions must apply to the total win. Moreover, let us point out that due to our terms and conditions, the player starts playing for real money first, then for the bonus money.
Of course, any real deposit funds from the unsuccessful withdrawal were not affected. They remained on the player's balance and were still available for withdrawal.
Should you have any further questions or require additional assistance, please do not hesitate to reach out.
Kind Regards,
Richard Casino Team
Zdravo Richard Casino,
Hvala vam na objašnjenju, ali bojim se da sam pomalo zbunjen.
Ranije ste izjavili „Prema našim uslovima i odredbama bonusa, svi bonusi na depozit podležu maksimalnom ograničenju za isplatu od 10 puta iznosa bonusa. Dok se povlačenje uspešno ne obradi, saldo igrača ostaje podložan ovom pravilu maksimalnog dobitka", ali sada zvuči kao da je bonus gotovinski bonus kao rezultat igre, a ne od depozita.
Možete li, molim vas, da navedete tačan datum i vreme kada je ovaj bonus aktiviran, pošto u istoriji igre igrača mogu pronaći samo nešto što je navedeno kao „Besplatni okreti za nagradu"?
Možete li takođe pojasniti uslove ovog bonusa (maksimalno isplatu, uslov za klađenje itd.), gde se oni pominju na veb stranici kazina i da li je igrač bio upoznat sa njima?
srdačan pozdrav,
Adam
Hello Richard Casino,
Thank you for the explanation, but I am afraid I am somewhat confused.
Previously you stated "According to our Bonus Terms and Conditions, all deposit bonuses are subject to a maximum cashout limit of 10 times the bonus amount. Until a withdrawal is successfully processed, the player’s balance remains subject to this maximum winnings rule" but now it sounds like the bonus is a cash bonus as a result of play in a tournament, not from a deposit.
Can you please specify the exact date and time that this bonus was activated, as in the player's game history I can only find something listed as "Award free spins"?
Can you please also clarify the conditions of this bonus (max cashout, wagering requirement etc.), where they are mentioned on the casino website, and if the player was made aware of them?
Kind regards,
Adam
I ja to primećujem. datum aktivacije nagradnog gotovinskog bonusa je 2025-01-01 21:15:30.596 na stanju 8706. Želeo bih da vas prvo obavestim
I also notice that too. the date of the award cash bonus activation is 2025-01-01 21:15:30.596 at the balance of 8706. I'd like to inform you first
Poštovani kazino guru predstavniku,
Hvala na upitu.
Želeli bismo da vas obavestimo da možemo da obezbedimo tačan datum i vreme aktivacije bonusa nakon što igrač potvrdi da želi da deli ove informacije u opštem odgovoru.
Štaviše, vreme aktivacije bonusa može se lako videti u istoriji opklada, posebno kada je igrač stavio svoju prvu opkladu koristeći bonus.
Da bismo pružili dodatnu jasnoću, naši uslovi bonusa navode sledeće:
„ Maksimalni dobici koji će biti isplaćeni kao rezultat bilo kog gotovinskog bonusa, povrata novca, ličnog bonusa, bonusa besplatnog čipa (uključujući, ali ne ograničavajući se na paket dobrodošlice, dopunu za vikend, specijalne bonuse za VIP nivoe, poene, pobede na turnirima, dobitke na lutriji, itd.) biće jednak iznosu bonusa pomnoženom sa 10 .
Ako posebni uslovi za bonus nisu navedeni u posebnom odeljku, primenjivaće se opšti uslovi bonusa navedeni u našim uslovima.
Takođe, želimo da istaknemo da je igrač prilikom registracije pokazao razumevanje i saglasnost sa uslovima. Želimo da istaknemo da se, kao potpuno licenciran i regulisan kazino, savesno pridržavamo svih važećih zakona i propisa koji regulišu naše poslovanje. S tim u vezi, želimo da pojasnimo da je predmetni odbitak izvršen u skladu sa utvrđenim uslovima.
Ako imate dodatnih pitanja ili su vam potrebna dodatna pojašnjenja, slobodno nam se obratite.
Srdačan pozdrav,
Richard Casino tim
Dear Casino Guru Represesentative,
Thank you for your inquiry.
We would like to inform you that we can provide the exact date and time of the bonus activation after the player confirms that they are comfortable with sharing this information in a general response.
Moreover, the activation time of the bonus can be easily viewed in the bet history, specifically when the player placed their first bet using the bonus.
To provide further clarity, our Bonus Terms state the following:
"The maximum winnings that will be paid out resulting from any cash bonus, cashback, personal bonus, free chip bonus (including, but not limited to Welcome Package, Weekend Reload, Special Bonuses for VIP Levels, Comppoints, Tournament wins, Lottery wins, etc.) will equal the bonus amount multiplied by 10"
If specific conditions for the bonus are not outlined in a separate section, the general bonus conditions outlined in our terms will apply.
Additionally, we would like to point out that the player indicated their understanding and agreement with the terms during registration. We would like to emphasize that, as a fully licensed and regulated casino, we diligently adhere to all applicable laws and regulations governing our operations. In this regard, we wish to clarify that the deduction in question was carried out in accordance with the established terms and conditions.
If you have any further questions or require additional clarification, please feel free to reach out.
Kind Regards,
Richard Casino Team
Da li ste vi licencirani kazino? Pa kako to da nudite bonuse igraču koji u to vreme nije bio ni verifikovan? sve razumem. Piše da igrači koji nemaju verifikaciju ne mogu da dobiju bonuse. Nisam ni verifikovan kada sam podigao novac.
Right you're a licensed casino? So how come you're offering bonuses to a player that wasn't even verified at the time? I understand everything. It says players that have no verified are not able to received bonuses. I wasn't even verified when I withdrew the money.
I to je potpuni bs. Kako to ima smisla da je bonus bio neaktivan i da sam ga aktivirao tek kasnije. Ali to je "turnirski" bonus. Konkretno koji sam turnir igrao? U to vreme nije bilo turnira. Božić je bio gotov. Položio sam novac na novogodišnju prijateljicu. Postoji razlog zašto ste mi poslali 500. Moj nalog je bio iznad 5000 kada mi je to poslato ili izgubim sve ili uzmem mamac, a vi igrate ovu bs bonus karticu
And that's complete bs. How does that make sense that the bonus was inactive and I did not activate it until later. But it's a "tournament" bonus. Specifically what tournament did I play? There was no tournament at that time. Christmas was over I deposited money on new years mate. There's a reason why you sent me 500. My account was above 5000 when that got sent to me either I lose everything or I take the bait and u guys play this bs bonus terms card
Dobici i bonus se čuvaju odvojeno i nisi mi to uradio kada sam napravio bonus na depozit. Ili moji drugari. Ako im to ne uradiš, kako to da se ovo odnosi na mene? Bonus za nagradu? Kako je ovo bio bonus za nagradu? Više je kao da aktivirate ovo i mi uzimamo sve vaše dobitke
Winnings and bonus are kept seperate and you didn't do this to me when I made a deposit bonus. Or my mates. If you don't do it them how come this applies to me? Award bonus? How was this an award bonus? It's more like activate this and we take all your winnings
Dragi Richard Casino,
Hvala vam na odgovoru, ali bojim se da niste odgovorili na moje pitanje u vezi sa specifičnim zahtevima za bonus – moramo da znamo uslove za klađenje. Takođe, pominjete da su sredstva postala pomešana – da li se iznosi bonusa i salda stvarnog novca prikazuju igraču kao odvojeni bilansi ili kao jedno stanje dok je bonus aktivan? Kako je aktiviran bonus i sa kog turnira je osvojena nagrada?
Kao što ste ranije naveli, saldo igrača je u potpunosti akumuliran iz sopstvenih sredstava u vreme kada je bonus pripisan. Da li razumem da je aktiviranjem bonusa igrač na neki način sve svoje prethodne dobitke pretvorio u bonus novac?
Imajte na umu da su nam potrebni detalji o ovom bonusu i kako on funkcioniše da bismo mogli pravilno da posredujemo u žalbi.
srdačan pozdrav,
Adam
Dear Richard Casino,
Thank you for your response, but I am afraid you have not answered my question regarding the specific requirements for the bonus - we need to know the wagering requirements. Also, you mention that the funds have become mixed - are bonus amounts and real money balances displayed to the player as separate balances or as a single balance while the bonus is active? How was the bonus activated, and which tournament was the award achieved from?
As you stated earlier, the player's balance was entirely accumulated from their own funds at the time the bonus was credited. Do I understand that by activating the bonus, the player has somehow rendered all of their previous winnings as bonus money?
Please understand that we require details about this bonus and how it works to be able to mediate the complaint properly.
Kind regards,
Adam
Potvrđujem da sam zadovoljan što se moje informacije dele. Sve dok je ono pravo. Ovo je iz prvog dokumenta koji ste mi poslali. Sačuvao sam ga.
Bonus je aktiviran na 8000. Rečeno mi je da moj dobitak dolazi od bonusa. Ali tvrdim da to nije bio slučaj iznova i iznova. Zatim su rekli da će mešanje bonusa i dobitaka od depozita podvrgnuti moj saldo pravilu maksimalnog povlačenja. Ali nigde u uslovima to ne piše. Proveo sam sate pokušavajući da objasnim. To je kao da se svađate sa zidom od cigle. Tako frustrirajuće. Da, dozvoljavam da se sve kaže kazino guru timu.
I confirm that I'm comfortable with my information being shared. As long as it's the right one. This is from the first document u sent me. I saved it.
Bonus was activated at 8000. Was told that my winnings came from bonus. But I argue that wasn't the case over and over. Then they said mixing bonus and winnings from a deposit will subject my balance to maximum withdrawal rule. But nowhere on the terms says that. I spent hours trying to explain. It's like arguewing to a brick wall. So frustrating. Yeah I allow everything to be said to the casino guru team.
Dragi Casino Guru timu,
Hvala vam što ste se javili sa svojim pitanjima.
Cenimo vaš upit i rado ćemo vam dati pojašnjenje. Bonus je automatski pripisan na račun igrača čim se turnir završio. Međutim, u početku je ostao neaktivan , što znači da nije uticao na balans igrača sve dok ga nisu ručno aktivirali.
Kada je aktiviran, igrač je počeo da se kladi, a u tom trenutku bonus sredstva su pomešana sa pravim novcem.
Štaviše, igrač je stavio značajan broj opklada koristeći bonus sredstva, što je direktno doprinelo njihovom dobitku.
Pošto je bonus novac igrao ključnu ulogu u generisanju dobitaka, u ovom slučaju se primenjuje maksimalno ograničenje povlačenja bonus sredstava .
Da dalje razjasnimo:
Na stranici Profil > Novčanik > Isplata postoji odeljak sa oznakom „Zaključano bonusom". Ovo pokazuje bonus sredstva koja još treba uložiti pre nego što se mogu povući.
Kada igrač završi potrebno klađenje, moći će da povuče sredstva. Međutim, čak i nakon ispunjavanja uslova za klađenje, i dalje važi maksimalno ograničenje za isplatu bonus sredstava . Svaki iznos koji premašuje ovo ograničenje biće uklonjen tokom procesa povlačenja jer su dobici došli iz bonus sredstava.
Nadamo se da će ovo objašnjenje pomoći! Ako imate još pitanja, slobodno pitajte.
Hvala vam na razumevanju.
Srdačan pozdrav,
Richard Casino tim
Dear Casino Guru Team,
Thank you for reaching out with your questions.
We appreciate your inquiry and are happy to provide clarification.The bonus was automatically credited to the player's account as soon as the tournament ended. However, it remained inactive at first, meaning it did not affect the player’s balance until they manually activated it.
Once activated, the player started placing bets, and at that moment, the bonus funds were mixed with real money.
Furthermore, the player placed a significant number of bets using the bonus funds, which directly contributed to their winnings.
Since the bonus money played a key role in generating the winnings, the maximum withdrawal limit for bonus funds applies in this case.
To clarify further:
On the Profile > Wallet > Withdrawal page, there is a section labelled "Locked by bonus." This shows the bonus funds that still need to be wagered before they can be withdrawn.
Once the player completes the required wagering, they will be able to withdraw funds. However, even after meeting the wagering requirements, the maximum cashout limit from bonus funds still applies. Any amount exceeding this limit will be removed during the withdrawal process because the winnings came from bonus funds.
We hope this explanation helps! If you have any other questions, please feel free to ask.
Thank you for your understanding.
Kind Regards,
Richard Casino Team
Neaktivan? Dakle, trebalo bi da imate detalje ovog bonusa ako navodite neaktivnost bonusa koji nudi Richard. Takođe, neaktivni bonusi brže ističu. Koji je datum kada sam zapravo dobio ovaj bonus? Dobio sam mejlove za svaki bonus koji mi je dat bez depozita, bonus na depozit, čak i za pobedu na turniru. Ali ja nemam ovaj.
Bonus nije postojao kada je uplaćen depozit nakon depozita. Postoji neka stvar obaveštenja o pozivima, a nije me čak ni obavestila niti sam dobio e-poštu o tome. Dobio sam nagradu za turnir na kojem sam je preuzeo i to nije bio bonus od 500 dolara. Iskreno sam mislio da je to zato što sam dobio VIP status. Od 27/12 -31/12 napravio bih depozit ili igrao bonus. Uvek se završavalo tako što se moj saldo pretvarao na 0. Takođe, Sećam se da sam aktivirao bonus pre depozita, to nije bila nagrada u gotovini. Inače bih ga aktivirao tada i tamo.
Bonus je igrao ključnu ulogu u mojim dobicima? U redu, to je u suprotnosti kada je prvo navedeno da je bonus bio neaktivan, ali je igrao ključnu ulogu u dobicima. To je nemoguće, jedno ili drugo. To apsolutno ništa nije uradilo za moj balans. Osvojio sam 8000 od 400. Onda aktiviram bonus. Da nije bilo 8000, bonus bi bio uložen. Zahtev od 5800 je odbijen i samo 800 je vraćeno na moj račun. Ostalo je 4800. Što ste rekli da je moj bilans tačan. Onda sam igrao stone igre i kladio se od 500-2000 dolara jer si me naterao da dobijem nazad onda novac koji si mi uzeo. Takođe sam sve izgubio, ali na sreću nisam.
Ovo što sam radio sa ovim ljudima u poslednja 2 meseca objašnjava moju stranu. Iznova i iznova me boli prst. Ići u krug. Sve što je ovo uradilo bilo je suprotno, ostavilo me je sa 5800 dok je uzeo 9000. Videli su obrazac obično ne dobijate, ali moj balans se stalno penjao i penjao. Taj bonus je to zaustavio.
Ovaj otklon je jak.
Inactive? So you should have the details of this bonus if you're stating the inactivity of a bonus offered by Richard. Also inactive bonuses expire quicker.What was the date i actually received this bonus then? Ive got emails for every bonus that gets given to me no deposit, deposit bonus, even the winning of a tournament. But I do not have this one.
The bonus was not there when made deposit after deposit. There's a thing call notifications and it didn't even notify me nor did I receive an email about it. I did get a prize for a tournament I claimed it and it was not a 500 dollar bonus. I honestly thought it was because i reached vip status. From the 27/12 -31/12 I would make a deposit or play a bonus. It always ended in my balance turning 0. Also, The I do recall activating a bonus before the deposits it was not award cash. Otherwise I would've activated it then and there.
The bonus played a key role in my winnings? Ok that contradict when stated first the bonus was inactive yet it played a key role in the winnings. Thats impossible its one or the other. It did absolutely nothing for my balance. I won 8000 from 400. Then I activate the bonus. If it wasn't for the 8000 the bonus would've have been wagered. The request of 5800 was denied and only 800 was returned to my account 4800 remained. Which you stated my balance is correct. Then played table games making 500-2000 dollars bets because you drove me to win back then money you'd taken from me. Also lost it all but luckily I didn't.
This is what I've been doing with these people for the past 2 months is explaining my side. Over and over my finger hurt. Going in circles. All this did was the opposite leave me with 5800 while the take 9000. They saw the pattern normally you don't win but my balance kept climbing and climbing. That bonus put a stop to that.
This deflection is strong.
Neaktivan bonus, ali dobitak iz bonusa, nema smisla
Inactive bonus yet the winnings were from the bonus doesn't make sense
zdravo svima,
Hvala vam na odgovorima.
Dragi Richard Casino,
Razumem da bonus nije odmah aktiviran, ali još uvek nije jasno kako se aktivirao – da li je igrač sam to uradio na neki način? Koliki je bilans igrača pre aktiviranja bonusa?
srdačan pozdrav,
Adame
Hello all,
Thank you for your responses.
Dear Richard Casino,
I understand that the bonus was not activated immediately, but it is still not clear how it has become activated - did the player do this themselves in some way? What was the player's balance before the bonus was activated?
Kind regards,
Adam
Dragi Casino Guru timu,
Cenimo vaš upit i dodatna pitanja koja ste postavili.
Želimo da pojasnimo da je dotični bonus dodat sa dve opcije: „aktiviraj" i „otkaži". Ovo ukazuje da je igrač sam aktivirao bonus jednostavnim klikom na dugme "aktiviraj".
Da biste proverili stanje pre primene bonusa, možete pogledati istoriju igre. Konkretno, naći ćete red sa detaljima o prvoj opkladi napravljenoj sa bonusom. Ova linija će prikazati kako stanje pre primene bonusa, tako i stanje nakon stavljanja opklade.
Nakon pregleda zapisa, možemo potvrditi da je početna opklada igrača koja koristi ovaj bonus postavljena 1. januara 2025. u 20:40:06 UTC.
Ako imate dodatnih pitanja ili zahtevate pojašnjenje o bilo kom pitanju, ne oklevajte da nam se obratite.
Srdačan pozdrav,
Richard Casino tim
Dear Casino Guru Team,
We appreciate your inquiry and the additional questions you have raised.
We would like to clarify that the bonus in question was added with two options: "activate" and "cancel." This indicates that the player had activated the bonus themselves by simply clicking the "activate" button.
To verify the balance prior to the application of the bonus, you can refer to the game history. Specifically, you will find a line that details the first bet made with the bonus. This line will display both the balance before the bonus was applied and the balance after the bet was placed.
Upon reviewing the records, we can confirm that the player's initial bet utilizing this bonus was placed on January 1, 2025, at 20:40:06 UTC.
If you have further questions or require clarification on any issue, please do not hesitate to reach out to us.
Kind Regards,
Richard Casino Team
Dajem dozvolu da se o mojim informacijama slobodno govori. Imate informacije. Želeo bih kopiju e-pošte o bonusu koji mi je poslat. Nisam rekao da ga nisam aktivirao. Iznos od 8300 nije bio zbog bonusa da jeste, mi ne bismo bili ovde zar ne.
I give permission for my information to be spoken about freely. You have information. I would like a copy of the email about the bonus that was sent to me. I didn't say I didn't activate it. The amount of 8300 wasn't because of a bonus if it was, we wouldn't be here would we.
Kako to da još uvek nemam nikakvu informaciju kada mi je ponuđen bonus. Nije aktivacija Već znam kada sam je aktivirao. Rekli ste da je bonus neaktivan što znači da znate kada je dat. Bonus uopšte nije bio neaktivan.
How come I still don't have any information on when the bonus was offered to me. Not activation I already know when I activated it. You said the bonus was inactive which means you know when it was given. The bonus wasn't inactive at all.
Zdravo Richard Casino,
Hvala na odgovoru. Vidim da je stanje pre bonusa bilo $8503. Možemo li, molim vas, pojasniti kako je ovaj iznos akumuliran? Da li je to bilo direktno iz depozita, ili takođe prethodno korišćenje bonusa?
Iako razumem da mešanje sredstava sa bonusom može da izazove probleme u vezi sa daljim dobicima, ako je ovaj prethodni saldo akumulirao pošteno od strane igrača, ne izgleda pošteno da na njega utiče pravilo maksimalnog dobitka koje se pripisuje kasnijoj upotrebi bonusa.
srdačan pozdrav,
Adame
Hello Richard Casino,
Thank you for the response. I see that the balance previous to the bonus was $ 8503. Can we please clarify how this amount was accumulated? Was it directly from deposits, or also previous use of bonuses?
While I understand that mixing funds with the bonus can cause issues regarding further winnings, if this previous balance was accumulated fairly by the player, it doesn't seem fair that it be affected by the maximum win rule attributed to the later use of a bonus .
Kind regards,
Adam
Poštovani kazino guru predstavniku,
Hvala vam što ste se obratili. Cenimo vaše upite.
Želeli bismo da vas uverimo da smo licencirani i potpuno regulisan kazino. Naše operacije su izgrađene na transparentnosti i poštenju, i uvek se pridržavamo jasnih i poštenih pravila u vezi sa našim igračima. Naš cilj je da održimo poverenje i obezbedimo bezbedno iskustvo igranja za sve.
Što se tiče vašeg pitanja, iznos od $8503 na saldu pre bonusa je akumuliran kombinacijom depozita igrača i aktivnog korišćenja prethodnih bonusa.
Važno je istaći da je igrač stavio priličnu količinu opklada koristeći bonus sredstva, što iznosi ukupno 5.887 opklada. Pored toga, bitno je pojasniti da u skladu sa našim uslovima, igrači prvo počinju da igraju za pravi novac, a zatim za bonus novac.
Što se tiče sredstava na koja utiče pravilo maksimalnog povlačenja, važno je pojasniti da se ova politika posebno primenjuje na dobitke dobijene od bonusa. Ovo je standardna praksa i navedena je u našim uslovima i odredbama da bismo održali pravičnost i doslednost.
U zaključku, uzimajući u obzir tako veliki broj opklada, korisnik je u početku izgubio sav svoj balans stvarnih sredstava koji je imao pre aktiviranja bonusa. Nakon toga je ponovo dobio pobedu, ali je to već bio dobitak od bonus sredstava, tako da je postojala bilansna podstanica.
Nadamo se da će ovo objašnjenje otkloniti bilo kakvu zabunu, a mi smo uvek tu da vam pomognemo sa svim daljim pitanjima ili nedoumicama koje možda imate
Srdačan pozdrav,
Richard Casino tim
Dear Casino Guru Representative,
Thank you for reaching out. We appreciate your inquiries.
We would like to reassure you that we are a licensed and fully regulated casino. Our operations are built on transparency and fairness, and we always adhere to clear and honest rules regarding our players. Our goal is to maintain trust and ensure a safe gaming experience for all.
Regarding your question, the amount of $8503 on the balance before the bonus was accumulated from a combination of both player deposits and active use of previous bonuses.
It is important to highlight that the player placed a considerable amount of bets using the bonus funds, amounting to a total of 5,887 bets. Additionally, it is essential to clarify that in accordance with our terms and conditions, players start playing for real money first, then for bonus money.
As for the funds being affected by the maximum withdrawal rule, it is important to clarify that this policy applies specifically to the winnings generated from bonuses. This is a standard practice and is outlined in our terms and conditions to maintain fairness and consistency.
In conclusion, taking into account such a large number of bets, the user initially lost his entire balance of real funds that he had before activating the bonus. After that, he got a win again, but it was already a win from bonus funds, so there was a balance substation.
We hope this explanation clears up any confusion, and we are always here to assist with any further questions or concerns you may have
Kind Regards,
Richard Casino Team
Hvala na objašnjenju, Richard Casino tim.
To je razjasnilo zabunu, ali još uvek niste odgovorili na moje pitanje u vezi sa uslovima vezanim za bonus - molimo vas da pojasnite specifične zahteve za klađenje bonusa i stanje igrača u trenutku kada je klađenje završeno. Čini se u ovom slučaju da je maksimalna isplata primenjena dva puta, jednom na mestu prvog zahteva za povlačenje, i dodatno kada je igrač nastavio da igra i akumulira dalje dobitke, da li je to tačno?
srdačan pozdrav,
Adame
Thank you for the explanation, Richard Casino Team.
That has cleared up the confusion, but you still have not answered my question regarding the conditions attached to the bonus - please clarify the specific wagering requirements of the bonus, and the player's balance at the point the wagering has been completed. It seems in this case that the max cashout has been applied twice, once at the point of the first withdrawal request, and additionally when the player has then continued to play and accumulate further winnings, is this correct?
Kind regards,
Adam
LOL Adam ^ šta si upravo rekao
Ovo nema nikakvog smisla. Ako je bilans došao od drugih bonusa, kako onda kada je u pitanju povlačenje, objašnjeno mi je da bi maksimalni iznos povlačenja bio bonus suma k 10, nijedan drugi bonus nikada nije spominjan do sada. Takođe imam snimak ekrana sa pitanjem da li nisam aktivirao bonus da li bi mi se ovo dogodilo. Odgovor je bio ne.
LOL Adam ^ what u just said
This makes no sense whatsoever. If the balance did come from other bonuses then how come when it came to withdrawal it was explained to me that the Max withdrawal would be the bonus sum x 10 no other bonuses were ever mentioned until now. Also I have a screenshot with me asking if I didn't activate the bonus would this have happened to me. The answer was no.
Zdravo Mtn995,
Situacija je sledeća:
Sakupili ste stanje od $8503 od korišćenja bonusa i deponovanih sredstava. Prema kazinu, ovo se smatralo pravim novcem - bonus je bio kreditiran, ali nije bio aktivan, tako da do sada nije bilo problema.
Tada ste aktivirali bonus. Kada aktivirate bonus na balansu stvarnog novca, kazino smatra da je ceo saldo bonus novac. Postoji uslov za klađenje za bonus, a opklade koje doprinose ovom zahtevu se prvo uzimaju iz vašeg pravog novca. Kada se ispuni zahtev za klađenje, ceo saldo podleže maksimalnom limitu za isplatu bonusa - 10k iznos bonusa, što bi u ovom slučaju iznosilo 5000 dolara. Kazino je primenio ovo ograničenje kada ste tražili povlačenje u iznosu od $5800, tako da je vaš balans smanjen na $5000. Zatim ste nastavili da igrate i akumulirali još $4000, ali je onda i ovaj iznos bio zaplenjen. Verujem da je konfiskacija ovih dodatnih 4000 dolara glavni problem ovde, jer se čini da je rezultat primene pravila maksimalnog isplate dva puta.
srdačan pozdrav,
Adame
Hello Mtn995,
The situation is as follows:
You have accumulated the balance of $8503 from the use of bonuses and deposited funds. According to the casino this was considered a real money balance - the bonus had been credited but was not active, so no problems so far.
Then you have activated the bonus. When you activate the bonus on top of a real money balance, the casino considers the entire balance to be bonus money. There is a wagering requirement for the bonus, and bets contributing to this requirement are taken from your real money first. Once the wagering requirement has been completed, the entire balance is then subject to the maximum cash-out limit from the bonus - 10x the bonus amount, which would be $5000 in this case. The casino has applied this limit when you requested the withdrawal in the amount of $5800, so your balance was reduced to $5000. You then continued to play and accumulate another $4000, but then this amount was also confiscated. I believe the confiscation of this further $4000 is the main issue here, as it appears to be a result of applying the maximum cashout rule twice.
Kind regards,
Adam
S poštovanjem, ne, nije. Pre salda od 8300, napravio sam oko 6 depozita u roku od 2 sata.
Nikada nisu spomenuli nikakve druge bonuse osim ovog. Ako sam igrao bez bonusa. Zašto koriste ovaj bonus da postave pravilo za maksimalnu isplatu? To bi trebalo da bude prvi bonus. Ako je situacija bila kao npr. aktivirao sam bonus na 2000 i osvojio 9000. Id prihvatam pravilo maksimalne isplate.
Bilo je bonusa, ali sve opklade su bile neuspešne, nisam imao balans da to podržim. Tehnički, stanje nakon 8300, što je 10800, je sa bonusom. Sakupljeno je samo 2500. Ali taj bonus nikada ne bi bio uspešan da nije bilo mog depozita. Trebalo je da se izračuna na način na koji izračunavaju povraćaj depozita-povlačenja k procenat.
Rekli su da ako ne aktiviram bonus onda ću moći da podignem 8300. Položio sam novac za nove godine i osvojio taj novac za 12 sati, a ne za dane. U mojoj istoriji igranje seže sve do 27./12. Utc vreme je samo 11 sati razmaka, a ne dana. Pa šta se dođavola dešava.
Respectfully, no it wasn't. Before the balance of 8300, I made about 6 deposits within 2 hours.
They never mentioned any other bonuses but this one. If i played with out bonuses. Why are they using this bonus to set the max cashout rule? It should be the first bonus. If the situation was like e.g i activated the bonus at 2000 and won 9000. Id accept the max cashout rule.
There were bonuses but the wagers were all unsuccessful i didnt have a balance to back it. Technically the balance after 8300 which is 10800 is with the bonus. Only 2500 was accumulated. But that bonus would never have been successful if it wasn't for my deposit winnings. It should have been calculated the way they calculate cashbacks deposit-withdrawal x percentage.
They said if I didn't activate the bonus then I'd be able to withdraw 8300. I deposited the money on new years and won that money in 12 hours not days. On my history the gameplay goes back all the way to the 27th/12. Utc time is only 11 hours apart not days. So what the hell is going on.
Zdravo Mtn995,
Da dalje razjasnim, razumem da je saldo od 8300 bio saldo stvarnog novca, ali je aktiviranje bonusa na ovom saldu dovelo do toga da se sredstva pomešaju i stoga podležu maksimalnom isplatu bonusa u trenutku kada se zahteva povlačenje. Dakle, da niste aktivirali bonus, sredstva se ne bi mešala i do ovih problema ne bi došlo.
Bilo bi bolje da kazino ne dozvoli aktiviranje bonusa u ovim situacijama na softverskom nivou, kako bi se sprečili takvi problemi. Pored toga, bilo koje pravilo o maksimalnom isplatu treba primeniti u trenutku kada je klađenje bonusa završeno, a zatim bonus treba smatrati pravim novcem bez daljih ograničenja.
Kada kazino odgovori na moja prethodna pitanja u vezi sa opkladom i načinom na koji je ograničenje dobitka primenjeno, biće lakše odrediti najbolji kurs za rešavanje situacije.
srdačan pozdrav,
Adam
Hello Mtn995,
To further clarify, I understand that the balance of 8300 was a real money balance, but the activation of the bonus on top of this balance has caused the funds to be mixed and therefore subject to the bonus maximum cashout at the point a withdrawal is requested. Therefore, if you hadn't activated the bonus, the funds would not be mixed and these issues would not have occurred.
It would be better if the casino did not allow the activation of bonuses in these situations at the software level, to prevent such problems from occurring in the first place. Additionally, any maximum cashout rule should be applied at the point the bonus wagering is finished, and then the bonus should be considered real money without further restrictions.
Once the casino answers my previous questions regarding the wagering and how the win limit has been applied, it will be easier to determine the best course for resolving the situation.
Kind regards,
Adam
Poštovani kazino guru predstavniku,
Hvala vam na uvidima.
Želeli bismo da odvojimo trenutak da vas podsetimo na naše uslove i odredbe bonusa
Kao što je navedeno u našim uslovima, svi bonusi dolaze sa maksimalnim limitom za isplatu, koji se izračunava kao iznos bonusa pomnožen sa 10.
U ovom slučaju, ukupan dobitak je generisan iz bonus sredstava, tako da je pravilo maksimalnog isplate od $5000 primenjeno na račun igrača. U to vreme, igrač je mogao da podigne pun iznos od 5000 dolara.
Međutim, nakon nastavka igranja i korišćenja dodatnih bonus sredstava, ograničenje povlačenja je ostalo nepromenjeno, prema našim uslovima. To znači da su svi dalji dobici koji premašuju maksimalnu isplatu od $5000, nažalost, terećeni sa računa, jer nije moguće povući više od postavljenog maksimuma.
Nadamo se da će ovo objašnjenje pomoći da se razjasni situacija. Ako imate dodatnih pitanja ili nedoumica, ne oklevajte da se obratite našem timu.
Srdačan pozdrav,
Richard Casino tim
Dear Casino Guru Representative,
Thank you for your insights.
We would like to take a moment to remind you about our Bonus Terms and Conditions
As outlined in our terms, all Bonuses come with a maximum cashout limit, which is calculated as the bonus amount multiplied by 10.
In this case, the total winnings were generated from the bonus funds, so the maximum cashout rule of $5000 was applied to the player's account. At the time, the player was able to withdraw the full amount of $5000.
However, after continuing to play and using additional bonus funds, the withdrawal limit remained unchanged, as per our terms. This means that any further winnings exceeding the $5000 maximum cashout were unfortunately debited from the account, as it is not possible to withdraw more than the set maximum.
We hope this explanation helps clarify the situation. If you have any further questions or concerns, please don't hesitate to reach out to our team.
Kind Regards,
Richard Casino Team
Zdravo Richard Casino tim.
Hvala vam na odgovoru, ali opet, zanemarili ste da odgovorite na moje pitanje u vezi sa zahtevima za klađenje i iznosom bilansa u trenutku kada je klađenje bonusa završeno. Navedite ove informacije.
Razumem da postoji ograničenje dobitka vezano za korišćenje bonusa. Međutim, način na koji je primenjen u ovom slučaju nije fer.
Ako su uslovi za klađenje ispunjeni, trebalo bi primeniti sva ograničenja i bonus smatrati ispunjenim. Sredstva tada treba smatrati pravim novcem i tretirati ih kao takve bez daljih ograničenja, posebno kada su prikazana na računu igrača kao „pravi novac". U suprotnom, igraču je dozvoljeno da vrši dalje opklade, i još uvek može da izgubi, ali nema šanse da dobije od ovih daljih opklada jer će se ograničenje ponovo primeniti kada se zatraži povlačenje. Ako igrač odluči da nastavi da igra i rizikuje ova sredstva, trebalo bi da ima pravo na dobitak koji dobije, na isti način kao da je sam deponovao sredstva na račun.
Igraču je saldo jednom smanjen u skladu sa ovim limitom, zbog toga što je bonus aktiviran povrh salda stvarnog novca i mešanja sredstava. Ovo nije idealna situacija (bilo bi bolje da se igrači u tome spreče ili bar na to upozoravaju). Međutim, nakon ovoga verujem da bi se bonus mogao smatrati završenim, i da bilo koji dalji dobitak ne bi trebalo da podleže ograničenjima ostvarenog bonusa.
Igrač je već nastavio da igra nakon što je saldo smanjen prvi put, ali bih želeo da predložim da se dobitak akumuliran nakon što je bonus završen, vrati, kao rešenje za ovaj slučaj.
Srdačan pozdrav.
Adam
Hello Richard Casino Team.
Thank you for your response, but again, you have neglected to answer my question regarding the wagering requirements and the balance amount at the point the bonus wagering was completed. Please provide this information.
I understand that there is a win limit attached to the use of the bonus. However, the way it has been applied in this case is not fair.
If the wagering requirements have been completed, any limits should be applied and the bonus considered completed. The funds should then be considered real money and treated as such without further restriction, especially when displayed in the player's account as "real money". Otherwise, the player is allowed to make further bets, and can still lose, but has no chance to win from those further bets because the limit will be applied again when a withdrawal is requested. If a player chooses to continue to play with and risk these funds, they should be entitled to any winnings they obtain, in the same way as if they had deposited the funds into the account themselves.
The player had their balance reduced once according to this limit, due to the bonus being activated on top of their real money balance and mixing the funds. This is not an ideal situation (it would be better if players were prevented from doing this, or at least warned about it). However, after this I believe that the bonus could be considered completed, and that any further winnings should not be subject to restrictions from the completed bonus.
The player already continued to play after the balance was reduced the first time, but I would like to propose that the winnings accumulated after the bonus was completed be reinstated, as a resolution to this case.
Kind regards.
Adam
Poštovani kazino guru predstavniku,
Hvala vam na upitu.
Želeli bismo da odvojimo trenutak da vam pružimo sveobuhvatnije objašnjenje trenutne situacije. Važno nam je da imate jasno razumevanje okolnosti koje su u pitanju.
Počnimo od samog početka.
Igrač je položio depozit od 400 AUD i počeo da ga igra. Od tog depozita, dobitak je bio 9801 AUD. U ovom trenutku u 2025-01-01 20:40:07 UTC, aktivirao je jedan bonus "Avard Cash" koji se pomešao sa stvarnim sredstvima.
Kao što smo već naveli, igrač je napravio značajan iznos opklada, koji premašuje 5.887, i zbog naših Uslova je počeo da igra prvo za pravi novac, a zatim za bonus novac. To znači da je prvo potrošen pravi fond igrača, a dalji dobici su bili iz bonus sredstava.
U 2025-01-01 17:21 UTC igrač je zatražio povlačenje u iznosu od 1000 AUD i 2025-01-02 01:42 još jedno isplatu za 4000 AUD.
U međuvremenu, igrač se aktivno igra sa ostatkom sredstava.
Pre korekcije bilansa, stanje je bilo 10885 AUD.
Podsetimo, Zbog naših uslova i odredbi bonusa: Svi bonusi na depozit imaju maksimalan limit za isplatu - iznos bonusa k10, tako da je maksimalni mogući isplata sa ovog bonusa 5019 AUD.
U 2025-01-02 13:04:12 saldo je ispravljen u skladu sa maksimalnim pravilom i 5066 AUD je oduzeto.
Napominjemo da je igrač imao 800 AUD na saldu, što su bili dobici od stvarnog novca pre aktivacije bonusa. Igrač je tražio povlačenje i za ovaj iznos. Nažalost, ova isplata nije uspela na strani dobavljača plaćanja i novac je vraćen na stanje igrača.
Nakon toga saldo je ponovo pomešan: 800 AUD + 5019 AUD.
Umesto da stavi sav novac na povlačenje odjednom, igrač aktivno igra za ovaj iznos. Dobici su bili u iznosu od 9376 AUD.
Igrač zahteva povlačenje 4000 AUD, i nastavlja da igra za ostatak mešovitih sredstava 5376 AUD (9376 -4000).
U 2025-01-03 00:27 igrač je prestao da igra i imao je preostalih 5250 AUD na saldu plus 4000 AUD povlačenje koje je čekalo odobrenje. Sve u svemu, bilo je 9250 AUD.
Stanje je ponovo ispravljeno na iznos maksimalno mogućeg isplate - 5019 AUD, u ovom slučaju je oduzeto 3431 AUD.
Iznos od 800 AUD je ostavljen na računu igrača kao dobici od pravog novca. Dakle, igrač je imao 5819 AUD na raspolaganju za povlačenje.
U 2025-01-03 08:59 UTC igrač je zatražio isplatu za 1000 AUD i 2025-01-03 09:02 UTC to je odobrio naš tim.
U 2025-01-03 10:27 UCT igrač je zatražio još jedno isplatu od 4000 AUD, što je odbijeno zbog prekoračenja dnevnog limita za isplatu. U 2025-01-04 09:01 UTC isplata je ponovo zatražena i igrač ga je opozvao. U 2025-01-04 09:11 igrač je napravio novi zahtev za isplatu od 4000 AUD i 2025-01-04 12:16 odobren je od strane našeg finansijskog odeljenja.
Nakon toga, u 2025-01-05 04:08 UTC, igrač je zatražio povlačenje 819 AUD i odobreno je 2025-01-05 04:29 UTC.
Da sumiramo, igrač je dobio svih 5019 AUD dobitaka iz bonus fondova plus 800 AUD koji su osvojeni od pravog novca pre aktivacije bonusa.
Želeli bismo da iskoristimo ovu priliku da naglasimo da poslujemo kao potpuno licencirani kazino, poštujući sve zakone i propise koji regulišu našu industriju. Veoma smo ponosni na našu posvećenost održavanju najviših standarda integriteta i pravičnosti u svim našim operacijama.
Naša reputacija nam je od najveće važnosti i razumemo da je izgrađena na poverenju i transparentnosti. Stoga se striktno pridržavamo propisa koje su postavili relevantni organi kako bismo osigurali da naše okruženje za igre nije samo pošteno već i transparentno za sve naše igrače.
Ako imate dodatnih pitanja ili zahtevate pojašnjenje o bilo kom pitanju, ne oklevajte da nam se obratite u bilo kom trenutku.
Srdačan pozdrav,
Richard Casino tim
Dear Casino Guru Representative,
Thank you for your inquiry.
We would like to take a moment to provide you with a more comprehensive explanation of the current situation. It is important to us that you have a clear understanding of the circumstances at hand.
Let's start from the very beginning.
The player made a deposit of 400 AUD and started to play it. From that deposit, the win was 9801 AUD. At this time at 2025-01-01 20:40:07 UTC, he activated one bonus "Award Cash" which mixed with the real funds.
As we have already stated, the player made a significant amount of bets, which exceeds 5,887, and due to our Terms and Conditions player started to play for real money first, then for bonus money. That means that the player's real fund was spent first and the further winnings were from bonus funds.
At 2025-01-01 17:21 UTC player requested a withdrawal in the amount of 1000 AUD and at 2025-01-02 01:42 one more cashout for 4000 AUD.
Meanwhile, the player is actively playing with the rest of the funds.
Before the balance correction, the balance was 10885 AUD.
Let us remind that Due to our Bonus Terms and Conditions: All Deposit Bonuses have the max cashout limit - the bonus amount x10, so the maximum possible cashout from this bonus is 5019 AUD.
At 2025-01-02 13:04:12 the balance was corrected according to the max rule and 5066 AUD were subtracted.
We would like to note that the player had 800 AUD on the balance, which were the wins from real money before the bonus activation. The player requested the withdrawal for this amount as well. Unfortunately, this cashout failed on the payment provider's side and the money was returned to the player's balance.
After that the balance was mixed again: 800 AUD + 5019 AUD.
Instead of putting all the money on withdrawal at once, the player actively plays for this amount. The wins were in the amount of 9376 AUD.
The player requests the withdrawal of 4000 AUD, and continues playing for the rest of mixed funds 5376 AUD (9376 -4000).
At 2025-01-03 00:27 the player stopped playing and had 5250 AUD remaining on the balance plus 4000 AUD withdrawal that was waiting for approval. In sum, it was 9250 AUD.
The balance was corrected again to the amount of maximum possible cashout- 5019 AUD, in this case 3431 AUD were subtracted.
The amount of 800 AUD was left on the player's account as wins from the real money. So the player had 5819 AUD available for withdrawal.
At 2025-01-03 08:59 UTC player requested cashout for 1000 AUD and at 2025-01-03 09:02 UTC it was approved by our team.
At 2025-01-03 10:27 UCT player requested another cashout of 4000 AUD, which was declined due to exceeding the daily cashout limit. At 2025-01-04 09:01 UTC the cashout was requested again and it was recalled by the player. At 2025-01-04 09:11 the player made a new cashout request for 4000 AUD and at 2025-01-04 12:16 it was approved by our finance department.
After that at 2025-01-05 04:08 UTC the player requested a withdrawal of 819 AUD and it was approved at 2025-01-05 04:29 UTC.
To sum up, the player received all 5019 AUD of wins from the bonus funds plus 800 AUD that were won from real money before bonus activation.
We would like to take this opportunity to emphasize that we operate as a fully licensed casino, adhering to all laws and regulations governing our industry. We take great pride in our commitment to maintaining the highest standards of integrity and fairness in all our operations.
Our reputation is of utmost importance to us, and we understand that it is built on trust and transparency. Therefore, we strictly adhere to the regulations set forth by the relevant authorities to ensure that our gaming environment is not only fair but also transparent for all our players.
If you have further questions or require clarification on any issue, please do not hesitate to reach out to us at any time.
Kind Regards,
Richard Casino Team
Smešno je da je tako jasno da ste puni toga. 800 dolara je pravi novac? Bonus dobitak nikada nije dostigao 5019. To je bio iznos koji ste mi dozvolili da zaradim. Pa kako to da niste ispravili stanje kada je novac bio na računu? Dakle, ukupno povlačenja su bila 9000. Samo 800 je opozvano. U stvari, pokušao sam da podignem svoj dobitak sa depozita. 5019 nije bio dobitak. To je bio iznos koji ste mi dozvolili da uzmem jer ne smete da imate 10000 jer ste izmislili ove lažne izgovore za dupe.
It's funny it's so clear that yous are full of it. 800 dollars is real money? The bonus winnings never even reached 5019. That was the amount you guys allowed me to me make. So how come you didn't correct the balance when the money was in the account? So total withdrawals were 9000. Only 800 was recalled. Actually I did try to make a withdrawal of my winnings from the deposit. 5019 was not winnings. That was the amount you allowed me to take because you must not have 10000 because you made up this fake ass excuses.
Pre svega razlog zašto mi dozvolite da zadržim 800 jer je to moj početni depozit, a ne dobitak. Iznos od 5000 je pravilo (iznos bonusa k 10) maksimalne gotovine. Pa nakon što su "ispravili" moje povlačenje. Da, uspeo sam da izvršim povlačenje. U početku je bio na čekanju. Tada dobijam e-poštu u kojoj se navodi da će sredstva biti vraćena na stanje. I dalje sam mogao da se kladim, rizikujući da izgubim. Rečeno mi je da je moj bilans bonus dobitak. Moj balans je sada ispravan. Nije mi rekao da se više ne kladim. Zato nemojte reći da sam nastavio da igram kada nije trebalo. Pokušao sam da povučem celih 9000, ali vi ste uzeli, nemojte reći da je opozvano. To je opozvano na drugom mestu. Ne mogu da pozovem moj ispravljeni bonus dobitak jer ste uzeli bonus dobitke, kao i moj dobitak, ostavili mi moj depozit i 5000.
First of all the reason why let me keep 800 because that's my initial deposit, not winnings. The amount of 5000 is the (bonus amount x 10) max cash out rule. So after they "correcting" my withdrawal. Yes I was able to make a withdrawal. Initially it was in pending. Then I receive an email that stated the funds will be credited back to the balance. I was still able make bets, risk losing. I was told my balance was bonus winnings. My balance is now correct. Did not tell me to not make any further bets. So don't say I kept playing when I shouldn't. I tried to withdraw the whole 9000 but you took it don't say it got recalled. It got recalled elsewhere. Can't call my corrected balance bonus winnings because you took your bonus winnings as well as my winnings left me with my deposit and 5000.
Zdravo Richard Casino tim,
Hvala vam na odgovoru i objašnjenju. Međutim, bojim se da sam sada pogođen dodatnom konfuzijom.
Molimo vas da ponovo razjasnite stanje igrača pre nego što je bonus aktiviran. Imao sam utisak da je stanje igrača bilo $8503 pre aktiviranja bonusa. U svom poslednjem odgovoru ste naveli da je stanje bilo 9801 dolara, ali takođe „Želeli bismo da primetimo da je igrač imao 800 AUD na saldu, što su bili dobici od pravog novca pre aktivacije bonusa".
Koji je tačan broj? Zar 800 dolara nije deponovani iznos?
Takođe pominjete transparentnost u svom odgovoru, a ipak ste po treći put zanemarili da navedete uslove klađenja za bonus i stanje igrača u trenutku kada se ovo klađenje smatralo završenim.
Pored toga, zamolio bih vas da dostavite istoriju igrača u vezi sa svim depozitima i bonusima , kako bismo mogli da pokušamo da shvatimo ovu situaciju. Cenim što niste u mogućnosti da ovo podelite direktno sa nama, ali možete li to možda dati igraču?
Povrh gore navedenih neslaganja, svakako smatramo da je ovo problem:
"Posle toga je stanje ponovo pomešano: 800 AUD + 5019 AUD."
Ako je maksimalni iznos gotovine već primenjen, verujemo da se ova sredstva više ne bi trebalo smatrati bonus fondovima, kao što je opisano u mom prethodnom odgovoru, i stoga ne bi trebalo da se smatraju mešovitim fondovima ili da podležu daljim ograničenjima.
Molimo vas da odgovorite na moja pitanja i onda ćemo razgovarati o ovom slučaju na našem nedeljnom sastanku rukovodstva, pre nego što damo konačnu izjavu o našim stavovima o ovom slučaju.
srdačan pozdrav,
Adam
Hello Richard Casino Team,
Thank you for your response and explanation. However, I am afraid I now find myself afflicted with further confusion.
Please clarify again the players' balance before the bonus was activated. I was under the impression that the player's balance was $8503 before activating the bonus. In your last response you have stated that the balance was $9801 but also "We would like to note that the player had 800 AUD on the balance, which were the wins from real money before the bonus activation."
Which is the correct number? Isn't $800 the deposited amount?
You also mention transparency in your response, and yet you have neglected for a third time to specify the wagering requirements for the bonus and the player's balance at the point this wagering was considered completed.
Additionally, I would like to ask you to provide the player's history regarding all deposits and bonuses, so we can try to make some sort of sense of this situation. I appreciate that you are not able to share this directly with us, but can you perhaps provide it to the player?
On top of the discrepancies above, we certainly consider this to be a problem:
"After that the balance was mixed again: 800 AUD + 5019 AUD. "
If the max cashout was applied already, we believe that these funds should no longer be considered bonus funds, as described in my previous response, and therefore should not be considered mixed funds or be subject to further restrictions.
Please answer my questions and we will then discuss this case at our weekly management meeting, before providing a final statement of our views on this case.
Kind regards,
Adam
Poštovani kazino guru predstavniku,
Hvala vam na pitanjima.
Da pojasnimo da je pre aktiviranja bonusa stanje igrača bilo 8500 AUD. Međutim, nakon aktivacije igrač je napravio značajan iznos opklada (više od 5800) i dalji dobici su bili iz bonus sredstava. Podsetimo, igrač prvo počinje da igra za pravi novac, a zatim za bonus novac.
Zahtev za klađenje povezan sa ovim posebnim bonusom je k3. Igrač je dobio bonus u iznosu od 501,92 AUD i trebalo bi da se kladi na 1505,76 AUD da bi završio opkladu. Međutim, nakon što je završen, igrač je nastavio da igra aktivno.
Inače, prema našim uslovima i odredbama, maksimalni dobici koji će biti isplaćeni kao rezultat bilo kog gotovinskog bonusa biće jednak iznosu bonusa pomnoženom sa 10.
Svi dobici koji premašuju ovaj iznos biće izgubljeni nakon povlačenja. Imajte na umu da će se sve dok se povlačenje relevantnog salda ne obradi, sredstva na saldu smatrati podložnim pravilu maksimalnog dobitka.
Napominjemo da je dobitak od 5019 AUD povučen sa bilansa.
Poslali smo vam traženi dokument. Iskreno se nadamo da će vam ovaj dokument pomoći u rešavanju i rešavanju ovog problema.
Ako vam je potrebna dodatna pomoć ili dodatne informacije, slobodno nam se obratite.
Srdačan pozdrav,
Richard Casino tim
Dear Casino Guru Representative,
Thank you for your questions.
Let us clarify that before the bonus activation, the player's balance was 8500 AUD. However, after activation player made a significant amout of bets (more than 5800) and further winnings were from the bonus funds. Let us remind you that the player starts playing for real money first, then for the bonus money.
The wagering requirement associated with this particular bonus is x3. The player received the bonus in the amount of 501.92 AUD and should make bets for 1505.76 AUD to complete the wager. However, after it was completed, the player continued to play actively.
By the way, due to our Terms and Conditions, the maximum winnings that will be paid out resulting from any cash bonus will equal the bonus amount multiplied by 10.
Any winnings exceeding this amount will be forfeited upon withdrawal. Please note that until the withdrawal of the relevant balance is processed, funds on the balance will be considered subject to the maximum winnings rule.
We would like to note that the winnings of 5019 AUD were withdrawn from the balance.
We have sent the requested document to you. We sincerely hope that this document will assist you in addressing and resolving the issue at hand.
Should you require any further assistance or additional information, please do not hesitate to reach out to us.
Kind Regards,
Richard Casino Team
Hvala vam puno na dodatnim informacijama, Richard Casino.
Ove informacije će biti razmotrene i slučaj će biti razmatran u celosti na našem sastanku rukovodstva u utorak sledeće nedelje. Objaviću naše nalaze ubrzo nakon toga.
srdačan pozdrav,
Adam
Thank you very much for the additional information, Richard Casino.
This information will be reviewed and the case discussed in its entirety in our management meeting on Tuesday next week. I will post our findings shortly thereafter.
Kind regards,
Adam
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