Dobici igrača su ograničeni zbog ograničenja maksimalnog dobitka na bonusu. Iako se čini da je ovaj problem rešen, žalba je odbijena jer igrač nije odgovarao na naše poruke i pitanja.
The player's winnings were capped due maximum win limit on bonus. Although it seems as though this issue has been resolved, the complaint was rejected because the player didn't respond to our messages and questions.
Dobici igrača su ograničeni zbog ograničenja maksimalnog dobitka na bonusu. Iako se čini da je ovaj problem rešen, žalba je odbijena jer igrač nije odgovarao na naše poruke i pitanja.
U decembru 2022. napravio sam depozit koji je uključivao besplatne okrete, pod uslovima da je maksimalni dobitak od besplatnih okretaja 150 dolara, bio sam do preko 700, ali sam mogao da povučem 400 dolara bez problema, osvojio sam veoma rano i nisam moram da koristim bonus novac, jasno verujem da je bio i jeste da je maksimalni dobitak od besplatnih okretaja bio ograničen na 150 dolara, ali nakon što su ispunjeni uslovi za platu nije postojao termin koji kaže da maksimalni dobitak ima bilo kakvo ograničenje.
Ali ovaj put sa potpuno istim tipom bonusa i uslova, sistem je uzeo $1,698 mog dobitka, još jednom sam pobedio ranije i prvo sam koristio pravi novac. Ne vidim kako je to pošteno ili legalno. Jasno piše da je maksimalni dobitak od besplatnih okretaja 150 dolara, ne navodi se gde je bilo maksimalnog isplate!
Pitao sam kazino za objašnjenje, ali mi nisu dali ništa.
In December of 2022 I Made a deposit that included free spins, with the terms being max win from free spins is $150, I was up to over 700, but was able to withdraw $400 with no issues, I had won very early and did not have to use bonus money, clearly I believe was and is that the max winnings from free spins was capped at $150, but after wage requirements were met there was no term saying max cashout had any limit.
But this time with the exact same type bonus and terms, there system took $1,698 of my winnings, once again I had won early and was using real money first. I don't see how this is fair or legal. It clearly says max winnings from free spins is $150, it states no where that there was a max cashout!
I have asked casino for an explanation but they have gave me none whatsoever.
Zdravo jimpritchard1940,
Hvala vam puno što ste podneli žalbu i zaista mi je žao što čujem za vaš problem sa Skicrovn kazinom. Dozvolite mi da vam postavim još nekoliko pitanja pre nego što krenemo dalje.
Možete li da nam kažete da li je vaš nalog već verifikovan i ako jeste, od kada tačno? Kada je kazino poništio vaš novac - kada ste tražili povlačenje ili kada ste završili sa opkladom? Kada ste poslednji put razgovarali sa kazinom i o čemu se radilo?
Da li je moguće proslediti svoj bonus i istoriju klađenja na nikolas.b@casino.guru ?
Radujem se Vašem odgovoru.
Pozdravi,
Nick
Hello jimpritchard1940,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Skycrown Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? When did the casino voided your money - when requesting for a withdrawal or when you finished the wagering? When was the last time you spoke to the casino and what was it about?
Is it possible to forward your bonus and betting history to nikolas.b@casino.guru?
Looking forward to your answer.
Regards,
Nick
Zdravo, da, moj nalog je verifikovan od kraja oktobra 2022. Poništen je nakon zahteva za platom. Poslednji put sam im poslao e-poštu pre 3 dana tražeći istoriju klađenja, ali mi je nisu poslali.
Hi, yes my account has been verified since late oct-2022. It was voided after wage requirements. I last emailed them 3 days ago asking for betting history but they did not send it to me.
Zdravo jimpritchard1940,
Šta je sa istorijom depozita i bonusa? Molimo vas da prosledite ako je moguće zajedno sa komunikacijom između vas i kazina.
Hello jimpritchard1940,
What about the deposit and bonus history? Please forward if possible along with the communication between you and the casino.
Dear jimpritchard1940,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Poslao sam poruku na tvoju e-poštu Nick, uskoro će poslati istoriju depozita i bonusa, nisu mi poslali informacije o igri kao što sam tražio.
Sent the communication to your email Nick, will send deposit and bonus history shortly, they did not send me gameplay info as I requested.
Zdravo jimpritchard1940,
Izvinite zbog kasnog odgovora jer sam bio van kancelarije nekoliko dana. Primio sam vaše e-poruke, ali oni nažalost sadrže pogrešan format fajlova (imam ih kao fajl sa "napomenama" i nije čitljiv). Da li je moguće ponovo ih poslati u ispravnom formatu?
Hello jimpritchard1940,
Sorry for the late response as I was out of office for a few days. I've received your e-mails but they unfortunately contains the wrong format of the files (I've got them as "note" file and it is not readable). Is it possible to resend them in the correct format?
Zdravo jimpritchard1940,
Kako iz dokumenata koje ste prosledili nije sasvim jasno šta se tačno dešava, pokušaćemo da dobijemo više informacija od kazina.
Vaš slučaj će sada biti prosleđen mom kolegi Mihalu ( _KSKSKSKSKS_0@email.kkkkk ) koji će vam od sada pomagati.
Želim vam puno sreće u rešavanju.
Pozdravi,
Nick
Hello jimpritchard1940,
As it is not entirely clear from the documents you forwarded that what exactly happen, we will try to get more information from the casino.
Your case will be now forwarded to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Zdravo jimpritchard1940,
Ja sam Michal i preuzeo sam vašu žalbu. Pregledao sam ovaj slučaj i kontaktiraću kazino da rasvetlim ovu stvar.
Želeli bismo da pozovemo Skicrovn kazino da se pridruži razgovoru.
Dragi Skicrovn kazino,
Možete li dati više informacija o ograničenim dobicima igrača?
Hello jimpritchard1940,
I'm Michal and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.
We would like to invite Skycrown Casino to join the conversation.
Dear Skycrown Casino,
Can you please provide more information about the player's capped winnings?
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Dragi jimpritchard1940 i CasinoGuru tim,
Već smo dvaput proverili ovaj slučaj i želeli bismo da malo rasvetlimo situaciju.
Igrač je završio opkladu "Fridai Spins HDNS", koju je dobio za depozit u iznosu od 45 CAD (2023-04-29 03:12 UTC)
Maksimalni dobitak ovog bonusa je 225 CAD. Shodno tome, kada je igrač ispunio uslov za opkladu, sistem je automatski zadužio sredstva koja su premašila dati maksimalni dobitak.
Što se tiče istorije opklada, igrač je uputio zahtev i nakon toga je obavešten da u pismu odgovora treba da navede neke detalje kako bi nastavio sa ovim zahtevom.
jimpritchard1940, ako je vaš zahtev i dalje relevantan, budite ljubazni da nas kontaktirate i navedete potrebne detalje, kako bismo mogli da nastavimo sa vašim zahtevom.
Mihal, poslali smo vam pismo koje sadrži detaljno objašnjenje i propratne snimke ekrana koji će vam pomoći da rešite ovu situaciju.
Molim vas, budite ljubazni da i to proverite.
Ako vam treba više informacija o ovom pitanju, slobodno nas kontaktirajte u bilo kom trenutku!
Srdačan pozdrav,
SkiCrovn kazino tim
Dear jimpritchard1940 and CasinoGuru Team,
We have already double-checked this case and would like to shed some light on the situation.
The player has completed the wager of "Friday Spins HDNS", which he received for the deposit in the amount of 45 CAD (2023-04-29 03:12 UTC)
Max win of this bonus is 225 CAD. Accordingly, when the player met the wager requirement, the funds that exceeded the given max win were automatically debited by the system.
Regarding bets history, the player made a request and after that was informed that in order to proceed this request, he needs to indicate some details in the response letter.
jimpritchard1940, if your request is still relevant, please, be so kind to contact us and indicate required details, so we will be able to proceed with your request.
Michal, we have sent you a letter containing a detailed explanation and accompanying screenshots that will assist in resolving this situation.
Please, be so kind to check it as well.
Should you need more information on this matter, please do not hesitate to contact us at any time!
Best Regards,
SkyCrown Casino Team
Hvala vam na e-poruci i objašnjenju, SkiCrovn Casino tim.
Dragi jimpritchard1940,
Dobili smo dokaz od kazina da su vaši dobici zaista stečeni dok je bonus još uvek bio aktivan, pravilo maksimalnog dobitka je s pravom primenilo kazino tim, i stoga mi je žao, ali ne vidim ništa nepravedno u vezi sa tim. Kada je u pitanju vaša istorija igara kao što je kazino tim spomenuo, odgovorite na njihovu e-poštu sa potrebnim informacijama i siguran sam da ćete ih dobiti.
Mogu li ti još nešto pomoći?
Thank you for your email and explanation, SkyCrown Casino Team.
Dear jimpritchard1940,
We have received evidence from the casino that your winnings were really gained while the bonus was still active, the max win rule was rightfully applied by the casino team, and thus I'm sorry but I don't see anything unfair about that. When it comes to your game history as the casino team mentioned, please reply to their email with the required information and I'm sure you will receive it.
Is there anything else I can assist you with?
Znači moj depozit od 45 dolara je bio bonus sredstva? Mislio sam da prvo igraš sa pravim novcem, a onda sa bonus fondovima. Osvojio sam to bez potrebe da koristim bonus sredstva.
So my $45 deposit was bonus funds? I thought you play with real money first, then bonus funds. I won that without having to use bonus funds.
Dragi jimpritchard1940,
Imali ste bonus još uvek aktivan kada ste deponovali $45, tako da su uslovi i uslovi za bonus i dalje bili primenjivi.
Kao što je pomenuto u uslovima i odredbama o bonusima za kazino
Opsti uslovi
15. Bonus se automatski poništava kada aktivno stanje dostigne iznos od €0,05 ili manje.
16. Dobici dobijeni korišćenjem bonusa mogu se povući kada se ispune svi uslovi za klađenje.
22. Kada se igra sa bonusom, opklade se prvo postavljaju na pravi novac, a zatim se koriste bonus.
Dakle, u vašem slučaju, još uvek imate aktivan bonus čak i kada ste deponovali pravi novac od 45 dolara, tako da je pravilo maksimalnog dobitka i dalje s pravom primenjeno.
Mogu samo da vam preporučim da temeljno pročitate uslove i uslove za bonus pre nego što aktivirate bilo koji bonus i da se pridržavate svih pravila kako biste izbegli ovakva razočarenja.
Mogu li ti još nešto pomoći?
Dear jimpritchard1940,
You had the bonus still active when you deposited the $45, so the bonus T&Cs were still applicable.
As it's mentioned in the casino Bonus T&Cs
General terms
15. Bonus is automatically cancelled upon active balance reaching amount of €0.05 or less.
16. The winnings obtained by using bonuses can be withdrawn once all the wagering requirements have been met.
22. When playing with the bonus, bets are firstly placed on real money and then using the bonus.
So in your case, you have still the bonus active even when you deposited the $45 real money, thus the max win rule was still rightfully applied.
I can only recommend that you read the bonus T&Cs thoroughly before you activate any bonuses and make sure to follow all the rules to avoid disappointments like this.
Is there anything else I can assist you with?
Dear jimpritchard1940,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Dragi jimpritchard1940,
Iako se čini da je ovo pitanje rešeno, pošto nismo dobili dalji odgovor da to potvrdimo, nažalost, prinuđeni smo da odbijemo ovu žalbu. Bez vaše saradnje ne može se mnogo učiniti.
Ne ustručavajte se da nas kontaktirate ako naiđete na bilo kakve probleme sa ovim ili bilo kojim drugim kazinom u budućnosti.
Srdačan pozdrav,
Michal
Dear jimpritchard1940,
Although it seems as though this issue has been resolved, as we haven't had a further response from you to confirm this, we are, unfortunately, forced to reject this complaint. There is not much that can be done without your cooperation.
Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Michal
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Link će isteći za 72 časa.
Proverite svoj "Spam" ili "Promotions" folder ili kliknite na dugme ispod.
Konformacioni e-mail je poslat ponovo.