Zdravo Nik, hvala što si čekao moj odgovor. Ovih poslednjih dana pokušavam da stupim u kontakt sa korisničkom službom i finansijskim odeljenjem, nisam postigao sjajne rezultate rekavši da su mi zaplenili dobitke, i da ograničenje konverzije od 5 puta (koje je već jednom ograničeno) treba da se primenjuje samo na moj bonus, a ne na moj stvarni balans kao što je napisano u njihovim uslovima i odredbama: „Svi dobici i dobici bonusa koji dobijaju 5 puta su bonusi koji su primljeni na iznos od 5 puta bilo koji prekoračen saldo će biti poništen pre povlačenja novca." Znao sam da sam nepravedno tretiran i zato sam otvorio ovu žalbu pre 5 dana. Srećom pošto sam istakao da sam već podneo prijavu protiv njih i da ću nastaviti sa podnošenjem žalbe, ako mi ne vrate oduzete dobitke. Posle nekoliko dana odlučili su da mi vrate 116$ na račun, što je tačno iznos koji sam imao nakon moje opklade od 100$ dobijenih (plus 500$ koje sam konvertovao iz bonusa). Takođe bih želeo da preciziram da sam sada zadovoljan rešenjem problema, iako su mi i dalje bez razloga skinuli 18$ sa računa, ali to ne bih shvatio ozbiljno jer je iznos zaista trivijalan. Nisam imao posebnih problema sa procesom verifikacije, a moje povlačenje je bilo prilično glatko nakon uspešne verifikacije mog naloga. Rekao bih da RioAce još uvek ima prilično nepravedna pravila, posebno kada igrate sa bonusom, jer mogu da odvuku dobitak sa vašeg naloga nakon što pretvorite bonus u pravi novac. Osim toga, nema šta da se kaže o RioAce-u, i mislim da nikome ne bih preporučio ovaj kazino. Za sada mislim da bi žalba mogla biti označena kao „rešena", hvala CasinoGuru na pomoći!
Hello Nick, thank for waiting for my reply. In these last days I’ve been trying to get in touch with the customer service and the financial department, I haven’t gotten great results by saying that they confiscated my wins, and that the limit of conversion of 5 times (which was already capped once) should only applied on my bonus, and not my real balance as written in their terms and conditions: "All winnings received while wagering Bonus are limited to a maximum cashout amount of 5 times bonus granted. Any exceeded balance will be voided prior to money withdrawal." I knew I’ve been treated unfairly and that’s why I opened this complaint 5 days ago. Luckily after pointing out that I’ve already opened a complaint against them, and that I would proceed with the submission of the complaint, if they didn’t give me back my confiscated wins. After a couple of days they decided to accredit 116$ back to my account, which is exactly amount that I had after my bet of 100$ won (plus the 500$ that I converted from the bonus). I’d like to also specify that now I’m satisfied with the resolution of the problem, even tough they still detracted 18$ from my account without any reason, but I wouldn’t take that really seriously because the amount is really trivial. I didn’t have particular problems with the verification process, and my withdrawal was pretty smooth after the successful verification of my account. I would say that RioAce has still pretty unfair rules, especially when playing with bonus, because they may detract winnings from your account after converting the bonus into real money. Other than that there is nothing to say about RioAce, and I don’t think I would ever recommend this casino to anyone. As of now I think the complaint may be marked as "resolved", thank you CasinoGuru for your help!
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