Dragi fanandala,
Objašnjena je situacija.
Da, bonus se nije mogao povući. Međutim, govorite o trenutku kada su bonus sredstva/dobiti bili dostupni na vašem računu, a od vas je zatraženo da napravite depozit. U ovom trenutku, kazino nije znao za uzastopne bonuse bez depozita koje ste koristili za akumuliranje dobitaka.
Nakon što ste izvršili depozit od stvarnog novca (napravili povlačenje), kazino je pregledao vašu istoriju transakcija i istoriju igara i saznao za uzastopne bonuse bez depozita bez depozita između njih (kršenje pravila bonusa). Stoga su vam zaplenili dobitak. Trebalo je da ostave vaš početni depozit na vašem računu, ali su greškom zaplenili i vaš depozit. Kasnije su otkrili grešku i ručno su dodali depozit vašeg stvarnog novca na vaš račun - ovaj je trebalo da se može povući. Međutim, dobavljač/procesor plaćanja treće strane u kazinu obavestio je kazino da vaš depozit za pravi novac nije stigao do načina plaćanja kazina (objasniću), što znači da je iz nekog razloga bio neuspešan i da nije uplaćen pravi novac na kazino.
Sada - neuspeli depozit...
Ne, istorija transakcija sa vašeg kazino naloga nije dovoljna. Kada napravite depozit, novac je u osnovi u vašem kazinu za nekoliko sekundi/minuta. Međutim, vaša banka oslobađa sredstva kasnije i ona je podložna drugim procesima dok ne stigne na bankovni račun kazina. U ovoj fazi, vaša banka ne mora da oslobodi ta sredstva iz različitih razloga (nedovoljno novca na vašem bankovnom računu, tehnički problemi, ograničenja zbog kockanja/bankovnog računa primaoca...). Ako se to dogodi, kazino ne prima deponovana sredstva, a vi igrate sa nevažećim/nepostojećim novcem u kazinu. To znači da je vidljivo na vašem kazino računu, ali kazino nije primio vaš depozit.
To je ono što se navodno tamo dogodilo i zbog toga je čak i vaš pravi novac kasnije uklonjen sa vašeg računa. Dakle, sada postoji samo jedan način na koji možete da dokažete da je vaš depozit uspešno izvršen, da ste napustili bankovni račun i/ili da nije vraćen na vaš način plaćanja. Osim ako nam ne dostavite traženo, više nema šta da se rešava i nema razloga da to dalje istražujemo.
Dakle, još jednom - " Da li sam dobro razumeo da mi ne možete dati dokumente/detalje tražene u mom prethodnom postu? "
Pogledajte moj post dodat 8. aprila 2024. gore i dostavite mi traženo ako je moguće. U suprotnom, bojim se da ću biti prinuđen da zatvorim/odbijem žalbu.
Slobodno pošaljite tražene dokumente i detalje na moju e-poštu ( branislav.b@casino.guru ).
Hvala na razumevanju. Radujemo se Vašem odgovoru.
Dear fanandala,
The situation was explained.
Yes, the bonus was not withdrawable. However, you are talking about the moment when the bonus funds/winnings were available in your balance, and you were requested to make a deposit. At this point, the casino did not know about the consecutive no-deposit bonuses you used to accumulate the winnings.
After you made a real money deposit (made a withdrawal), the casino reviewed your transaction history and gaming history and found out about consecutive no-deposit bonuses without making deposits between them (a breach of the bonus rules). Therefore, they confiscated your winnings. They should have left your initial deposit in your balance, but they mistakenly confiscated your deposit too. Later, they discovered the mistake, and they manually added your real money balance deposit to your account - this one should have been withdrawable. However, the casino's 3rd party payment provider/processor informed the casino that your real money deposit did not reach the casino's payment method (I will explain), which means it was unsuccessful for some reason, and there was no real money deposit made to the casino.
Now - the unsuccessful deposit...
No, transaction history from your casino account is not enough. When you make a deposit, the money is basically in your casino balance in a few seconds/minutes. However, your bank releases the funds later, and it is subject to other processes until it reaches the casino's bank account. At this stage, your bank does not have to release those funds for different reasons (not enough money in your bank account, technical issues, restrictions due to gambling/recipient's bank account...). If it happens, the casino does not receive the deposited funds, and you play with invalid/non-existent money at the casino. It means that it is visible in your casino account balance, but the casino did not receive your deposit.
This is what allegedly happened there, and it is why even your real money deposit was later removed from your account. So now there is only one way how you can prove that your deposit was made successfully, left your bank account, and/or has not been credited back to your payment method. Unless you provide us with the requested, there is nothing to solve anymore, and there is no reason to investigate it further.
So, once again - "Do I understand correctly that you cannot provide me with the documents/details requested in my previous post?"
Please see my post added on April 8th, 2024, above, and provide me with the requested if possible. Otherwise, I am afraid I will be forced to close/reject the complaint.
Feel free to send the requested documents and details to my email (branislav.b@casino.guru).
Thank you for understanding. Looking forward to hearing from you.
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