Dragi kazino guru,
Pišem da bih zvanično podneo žalbu protiv kazina Roispins u vezi sa nedavnim problemom sa mojim nalogom koji me je ostavio duboko nezadovoljnim. Ispod je detaljan rezime situacije:
Uspešno sam preokrenuo bonus pošto sam uspeo da osvojim 40.000 dolara blizu toga što je bonus bio potpuno okrenut. Prema uslovima bonusa, maksimalno dozvoljeno povlačenje iznosilo je 10.000 dolara. Međutim, dok sam ispunjavao poslednji deo zahteva za obrt, iskusio sam značajno zaostajanje i kašnjenja u okretanjima slot mašine, što je dovelo do toga da mi je bilans pao na 7,550 dolara. Trebalo je da padne samo na 10.000 dolara jer se na ovo vraća kada se bonus okrene 100% zbog ovog kašnjenja i činjenice da su okreti bili 10 sekundi iza mog bilansa pali su na 7.550 dolara. S obzirom da je maksimalni iznos povlačenja bio 10.000 dolara, nisam imao razloga da nastavim sa klađenjem, pa sam odmah kontaktirao VIP podršku. Nažalost, nisam dobio odgovor 24 sata. U pokušaju da povratim izgubljeni iznos i dostignem limit od 10.000 dolara za povlačenje, nastavio sam da igram, ali nisam uspeo. Moju zabrinutost je na kraju odbacio Mihal, šef VIP tima, koji je reagovao neosetljivo i neprofesionalno. Njegov odgovor je uključivao neprikladan citat Al Kaponea, koji sam smatrao i neprofesionalnim i odbacujući moju iskrenu zabrinutost. Pored toga, Michal je sugerisao da sam mogao da osvojim više, što je bilo irelevantno za pitanje povratka izgubljenog iznosa.
Nakon što sam sproveo sopstveno istraživanje, otkrio sam da je kašnjenje verovatno posledica korišćenja VPN-a za pristup mnogo većem katalogu igara koji mi je savetovao tim za podršku Roispins kazina. Čak sam im poslao e-poštu sa zabrinutošću zbog korišćenja VPN-a i obećali su mi da je bezbedno i da neće uticati na moje pobede (pogledajte priloženi PDF dokument). S obzirom na ovu pritužbu, to je očigledno uticalo na moje pobede i nikada to ne bih uradio da me podrška nije savetovala da to uradim.
Preporuka nije pominjala nikakav potencijalni uticaj na moj kvalitet igara i iskustvo. Verovao sam da znaju o čemu pričaju, međutim njihova preporuka da se povežem preko finske mreže, izgleda da je izazvala kašnjenje od 5-10 sekundi i uticala na moj učinak u igri. Ovo može biti zbog značajne udaljenosti između Australije i Finske.
Nakon više od nedelju dana čekanja na rešenje, odgovor koji sam dobio bio je krajnje razočaravajući. Ponuđen mi je bonus od 1.000 dolara sa zahtevom za klađenje od 30 puta, što je više ličilo na gest sa simbolima nego na pravo rešenje. S obzirom na izazove sa kojima sam se suočio, više bih voleo da uopšte nema bonusa nego male šanse da ga pretvorim u povlačenje. Kašnjenja uzrokovana VPN mrežom između Finske i Australije rezultirala su gubitkom od 2.500 dolara od 10.000 dolara koje sam mogao osvojiti. Iako je bonus obrt završen, dodatni obrtaji, uvećani odlaganjem VPN-a, dodatno su uticali na moj balans.
U svetlu ovih okolnosti, tražim kompenzaciju za 10.000 dolara koje sam sada izgubio zbog gore navedenih kašnjenja na mreži, a koje je sve prouzrokovalo Roispins koji me je naveo da verujem da je korišćenje VPN-a bilo bezbedno i da neće uticati na moj dobitak. nije bilo pominjanja potencijalnih problema sa učinkom, tako da je situacija bila van moje kontrole i direktno je uticala na moju sposobnost da povučem 10.000 dolara koje sam osvojio.
Štaviše, uprkos tome što sam potrošio preko 200.000 dolara u ovom kazinu, više puta mi je obećano da će se menadžment Roispinsa prilagoditi i razmotriti dalja poboljšanja za mene kao VIP, s obzirom na moj status cenjenog klijenta. Nažalost, ova obećanja nikada nisu ispunjena. VIP sistem je bio najgori sa kojim sam se susreo u industriji. Uprkos svojoj značajnoj potrošnji, morao sam da tražim VIP menadžera preko Telegrama nakon više od mesec dana koliko sam značajno doprineo prihodima kazina. Često sam se osećao necenjeno kao kupac, pogoršan stalnim nedostatkom informacija i jasnoće o tome kako VIP bonusi funkcionišu, kao što su povrat novca i lični bonusi. Lični bonusi koje daju VIP osobe dolaze direktno iz nedeljnog povraćaja novca, što znači da ne samo da morate da vratite bonuse 30 puta, već i ne dobijate ništa dodatno za to što ste cenjen kupac. Sve dolazi iz vašeg nedeljnog povraćaja novca.
Najviše razočaravajući aspekt mog iskustva sa Roispins-om bila je njihova stalna garancija posvećenosti zadovoljstvu VIP korisnika, ali nije uložen nikakav dodatni napor da se poboljša moje iskustvo.
Nadam se rešenju koje na adekvatan način odražava probleme sa kojima sam se suočio i gubitke koje sam pretrpeo. Kao lojalan kupac, duboko sam razočaran tretmanom koji sam dobio. Takođe želim da osiguram da drugi koji razmišljaju da se pridruže ovom kazinu budu svesni svojih praznih obećanja.
Hvala vam na pažnji prema ovom pitanju. Radujem se vašem brzom odgovoru.
Srdačan pozdrav,
Antoni Marmino
Dear Casino Guru,
I am writing to formally lodge a complaint against Royspins Casino regarding a recent issue with my account that has left me deeply dissatisfied. Below is a detailed summary of the situation:
I successfully turned over a bonus as I was able to win $40,000 close to the bonus being fully turned over. According to the bonus terms, the maximum allowed withdrawal was $10,000. However, while fulfilling the last bit of turnover requirements, I experienced significant lag and delays in the slot machine’s spins, this caused my balance to drop to $7,550. It should have only dropped down to $10,000 as this is what it reverts to once the bonus has been 100% turned over however due to this lag and the fact the spins were 10 seconds behind my balance dropped to $7,550. Given that the maximum withdrawal amount was $10,000, I had no reason to continue betting, so I contacted VIP support immediately. Unfortunately, I did not receive a response for 24 hours. In an attempt to recover the lost amount and reach the $10,000 withdrawal limit, I continued to play but was unsuccessful. My concerns were eventually dismissed by Michal, the Head of the VIP team, who responded insensitively and unprofessionally. His response included an inappropriate quote from Al Capone, which I found both unprofessional and dismissive of my genuine concerns. Additionally, Michal suggested that I could have won more, which was irrelevant to the issue of recovering my lost amount.
After conducting my own research, I found that the delay was likely due to using the VPN to access a much bigger gaming catalogue which I was advised by Royspins Casino support team. I even emailed them with my concerns of using the VPN and they promised me it was safe and wouldn’t affect my wins (see attached PDF document). Given this complaint it clearly has affected my wins and I would never have done it if I wasn’t advised by support to do so.
The recommendation did not mention any potential affects to my gaming quality and experience. I trusted they knew what they were talking about however their recommendation to my to connect through the Finland network, appears to have caused the 5-10 second delays and affected my game performance. This may be due to the significant distance between Australia and Finland.
After waiting over a week for a resolution, the response I received was extremely disappointing. I was offered a $1,000 bonus with a 30x wagering requirement, which felt more like a token gesture than a genuine resolution. Given the challenges I faced, I would have preferred no bonus at all rather than the slim chance of converting it into a withdrawal. The delays caused by the VPN network between Finland and Australia resulted in a loss of $2,500 from the $10,000 I could have won. Although the bonus turnover was completed, additional spins, compounded by the VPN delay, further impacted my balance.
In light of these circumstances, I am requesting compensation for the $10,000 I have now lost due to the network delays mentioned above which has all been caused by Royspins making me believe that the use of VPN was safe and wouldn’t affect my winnings, There was zero mentions of potential issues with performance so the situation was beyond my control and directly impacted my ability to withdraw the $10,000 I had won.
Moreover, despite spending over $200,000 at this casino, I have been repeatedly promised that Royspins management would adapt and consider further improvements for me as a VIP, given my status as a valued client. Unfortunately, these promises have never been fulfilled. The VIP system has been the worst I have encountered in the industry. Despite my substantial spending, I had to reach out myself to get a VIP manager via Telegram after over a month of being a significant contributor to the casino's income. I often felt unappreciated as a customer, exacerbated by the constant lack of information and clarity about how VIP bonuses work, such as cashbacks and personal bonuses. Personal bonuses given by VIPs come directly out of the weekly cashback, meaning that not only do you have to turn over bonuses 30x, but you also get nothing extra for being a valued customer. It all comes out of your weekly cashback.
The most disappointing aspect of my experience with Royspins was their constant assurance of commitment to VIP customer satisfaction, yet no extra effort was made to enhance my experience.
I hope for a resolution that adequately reflects the issues I faced and the losses I incurred. As a loyal customer, I am deeply disappointed by the treatment I have received. I also want to ensure that others who are considering joining this casino are aware of their empty promises.
Thank you for your attention to this matter. I look forward to your prompt response.
Best regards,
Antony Marmino
Automatski prevedeno:
