zdravo
Napravio sam nalog na simsinosu, napravio depozit bez ikakvog bonusa, osvojio malo i podneo zahtev za povlačenje i dostavio tražena KIC dokumenta.
Zatim sam napravio još jedan depozit od 20 eur sa njihovim 0 opkladnim bonusom i imao 20 eur gotovine i 20 eur bonusa, kladio sam se neko vreme i onda sam osvojio 75 eur, imao sam 55 eur gotovine i 20 eur bonusa tako da sam želeo da podigne 55 eur i izgubi 20 eur bonusa. Pokušala sam to da uradim, rekla je da je došlo do problema, kontaktirajte podršku pa sam to uradio. Objasnio sam agentu šta sam upravo objasnio ovde i ona mi je rekla da imam aktivan bonus i da ne mogu da ga povučem sve dok je ovo aktivno, objasnio sam da želim da izgubim saldo bonusa i da samo povučem dobitak i ponovo ona je odgovorila: Kao što sam pomenuo pre nekoliko trenutaka, imate aktivan bonus. Morate ga popuniti da biste izvršili povlačenje. (agent: rosa)
Sačekao sam neko vreme i ponovo otišao na live ćaskanje i razgovarao sa Sabrinom koja mi je rekla otprilike isto, pa sam se isfrustrirala i počela da se kladim i naravno izgubila sam ravnotežu.
Danas sam razgovarao sa Leonie u chat-u koji mi je objasnio, ako uplatim 50 eur uz bonus i osvojim 700 eur mogu da podignem 650 eur i izgubim 50 eur, to je upravo ono što sam želeo da uradim od početka.
Sada se obraćam za pomoć jer ne dobijam potrebnu pomoć od njihovih agenata za korisničku podršku.
Da li grešim ovde ili su mi od početka dali pogrešne informacije?
Priložio sam neke snimke ekrana iz ćaskanja ispod, izvinite ako nisu u ispravnom redosledu, neko iz njihovog kazina bi trebalo da može da ode i pročita moje prethodne kontakte?
srdačan pozdrav,
Hi,
I created an account at simsinos, I made a deposit without any bonus, won a little and made a withdrawal request and provided the requested KYC documents.
I then made another 20 eur deposit with their 0 wager deposit bonus and had 20 eur cash balance and 20 eur bonus balance, I wagered for a while and then I won 75 eur, I had 55 eur cash balance and 20 eur bonus balance so I wanted to withdraw the 55 eur and forfeit the 20 eur bonus balance. She i tried to do this it said that a problem occurred, please contact support so I did. I explained to the agent what I just explained here and she told me that I had an active bonus and was not able to withdraw as long as this was active, I explained that I wanted to forfeit the bonus balance and just withdraw the winnings and again she responded: As I mentioned a few moments ago, you have an active bonus. You need to complete it in order to make a withdrawal. (agent: rosa)
I waited a while and went to the live chat again and talked to sabrina which told me pretty much the same, so I got frustrated and started wagering and of course I lost all balance.
Today I was talking to leonie in the chat which explained, if I deposit 50 eur with the bonus and win 700 eur I can withdraw 650 eur and forfeit the 50 eur, this is exactly what I wanted to do from the beginning.
I am now reaching out for help here since I don't receive the help needed from their customer support agents.
Am I in the wrong here or did they give me the wrong information from start?
I have attached some screenshots from the chat below, sorry if they are not in the correct order, someone from their casino should be able to go and read my previous contacts?
Kind regards,
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