Poštovani, fenomenološki40,
Hvala vam puno što ste podneli žalbu. Žao mi je što čujem za vaš problem. Da li sam dobro razumeo da je kazino zaplenio vaš dobitak jer ste aktivirali više besplatnih bonusa bez depozita između? Proverio sam opšte uslove i uslove i našao sam ovo:
4. Igrači ne mogu uzastopno iskoristiti više besplatnih bonusa. Ako ste iskoristili jedan bonus bez depozita i naknadno vam je ponuđen još jedan, u međuvremenu je potrebno izvršiti depozit u stvarnom novcu da biste imali pravo da povučete drugi bonus bez depozita.
Ako je to slučaj, moram da naglasim da velika većina onlajn kazina zabranjuje igračima da aktiviraju više besplatnih bonusa uzastopno. U idealnom svetu, ovo bi bilo nametnuto na nivou softvera, međutim, od sada, sve dok kazino to jasno navodi u svojim Uslovima i uslovima, ne možemo da kaznimo kazino za konfiskaciju vašeg dobitka, niti smo u poziciji da prinudimo kazino da vam vrati dobitak. Stoga verujemo da je kazino odbio vaš dobitak u skladu sa svojim uslovima.
Mogu samo da vam preporučim da uvek proverite uslove i uslove za bonus pre nego što aktivirate bilo koju ponudu i imajte na umu da kazina obično ne dozvoljavaju ovu vrstu korišćenja bonusa.
Molim vas, javite mi ako mogu još nešto da vam pomognem, inače ću biti primoran da zatvorim ovu žalbu.
Hvala vam na razumevanju.
Srdačan pozdrav,
Kristina
Dear phenomenologically40,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that the casino confiscated your winnings because you activated multiple free bonuses without a deposit in between? I checked the general T&Cs and I found this:
4. Players cannot redeem multiple free bonuses consecutively. If you have redeemed one No Deposit Bonus and are subsequently offered another one, a real-money deposit needs to have been made in the interim for you to be eligible to withdrawal the second No Deposit Bonus.
If that is the case, I must emphasize that the vast majority of online casinos prohibit players from activating multiple free bonuses consecutively. In an ideal world, this would be enforced on a software level, however, as of now, as long as the casino states this clearly in its T&Cs, we cannot penalize the casino for confiscating your winnings, nor we are in a position to force the casino to return you the winnings. Therefore, we believe that the casino denied your winnings in compliance with their terms.
I can only recommend that you always check the bonus T&Cs before you activate any offer and keep in mind that casinos usually do not allow this type of bonus use.
Please, let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint.
Thank you for your understanding.
Best regards,
Kristina
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