Poštovani josemauricio4710,
Hvala vam puno što ste me obaveštavali. Žao mi je što čujem da je kazino blokirao vaš nalog. Pokušaću da odgovorim na nekoliko izjava koje ste istakli u svojim prethodnim porukama.
Međutim, pre svega, dozvolite mi da vam postavim nekoliko pitanja kako biste bolje razumeli situaciju i odlučili o daljim koracima u vezi sa vašom žalbom:
- Možete li mi, molim vas, proslediti e-poštu koju ste dobili od kazina nakon što je vaš nalog blokiran?
- Da li ste dobili neko objašnjenje zašto je vaš nalog blokiran?
- Koliko je bilo stanje na vašem računu kada vas je kazino blokirao?
- Da li je vaš nalog u potpunosti verifikovan?
Što se tiče dobitaka od vaših besplatnih okretaja, još uvek nisam dobio link do bonusa koji ste aktivirali i sa kojim ste igrali. Kada sam koristio čileansku IP adresu da pristupim linku koji sam naveo u svom prvom odgovoru, mogao sam da vidim da čileanski igrači ne mogu da isplate besplatne bonuse dobrodošlice. Ovi bonusi su namenjeni samo za zabavu i nemoguće je od njih dobiti pravi novac, čak i ako ispunjavate uslove za klađenje.
Pored toga, prema pravilima kazina:
18. Igrač ima pravo na samo jedan besplatni čip između depozita; svi dobici koji su rezultat višestrukih besplatnih žetona biće poništeni. Na primer, ako igrač iskoristi dva besplatna žetona zaredom, on/ona neće moći da povuče nijedan dobitak koji je generisan igranjem na pomenuti čip.
Ovo pravilo može objasniti zašto je kazino od vas tražio da napravite depozit. Ako niste uplatili depozit i iskoristili još jedan besplatni čip (nije deo bonusa dobrodošlice), vaš dobitak će biti poništen. Uplata depozita je takođe važna za verifikaciju vašeg načina plaćanja, osiguravajući da se dobici šalju na način plaćanja koji je isključivo u vašem vlasništvu. Ovo je standardna procedura u mnogim kockarnicama za sprečavanje prevare i krađe identiteta.
Kazino takođe nudi ono što je poznato kao lepljivi bonusi . Prema njihovim uslovima:
12. Osim ako nije drugačije navedeno, iznos bonusa se uvek smatra neunovčivim i biće uklonjen iz iznosa vašeg zahteva za povlačenje. Na primer, ako igrač dobije bonus od 100 dolara i kasnije zatraži povlačenje od 390 dolara, bonus od 100 dolara će biti uklonjen, a povlačenje će iznositi 290 dolara. Zahtevi za povlačenje za manje od primljenog bonusa biće odbijeni i vraćeni na račun igrača.
Lepljivi bonusi su bonusi koji se ne mogu povući i ostaju u kazinu kada unovčite svoj pravi dobitak. Ključno je razumeti da se samo dobici dobijeni od bonusa mogu povući, a sam iznos bonusa će uvek ostati u kazinu.
Na kraju, razumem vašu frustraciju u vezi sa statusom licenciranja kazina. Dok mnoga renomirana kazina rade pod zvaničnim licencama vlasti kao što su Komisija za kockanje UK, Malta Gaming Authoriti ili Curacao GCB, neka kazina rade bez njih. Licencirana kazina podležu regulatornom nadzoru, osiguravajući da poštuju stroga pravila i standarde, kao što su poštena igra i zaštita igrača. Igrači u licenciranim kockarnicama mogu se obratiti nadležnom organu za licenciranje ako se pojave problemi, što im daje dodatni nivo sigurnosti. Međutim, kazina bez priznate licence rade van ovog okvira, što igračima čini izazovnijim da rešavaju sporove. Iako neka nelicencirana kazina i dalje mogu delovati pošteno, nedostatak nadzora smanjuje zaštitu igrača u slučaju neslaganja.
Dear josemauricio4710,
Thank you very much for keeping me updated. I'm sorry to hear that the casino blocked your account. I'll try to respond to several statements you pointed out in your previous messages.
However, first of all, let me ask you a few questions to better understand the situation and decide on further steps regarding your complaint:
- Could you please forward me the email you received from the casino after your account was blocked?
- Have you received any explanation as to why your account was blocked?
- What was the balance in your account when the casino blocked you?
- Has your account been fully verified?
Regarding the winnings from your free spins, I still haven’t received a link to the bonus you activated and played with. When I used a Chilean IP address to access the link I provided in my first reply, I could see that Chilean players cannot cash out from welcome free bonuses. These bonuses are intended for entertainment only, and it's impossible to receive real money winnings from them, even if you meet the wagering requirements.
Additionally, according to the casino’s rules:
18.The Player is entitled to only one free chip in between deposits; any winnings resulting from multiple free chips will be void. For example, should a Player redeem two free chips in a row, he/she will not be able to withdraw any winnings generated by playing on said chip.
This rule may explain why the casino asked you to make a deposit. If you didn’t make a deposit and redeemed another free chip (not part of the welcome bonus), your winnings would be voided. Making a deposit is also important to verify your payment method, ensuring that winnings are sent to a payment method exclusively under your ownership. This is a standard procedure in many casinos to prevent fraud and identity theft.
The casino also offers what are known as sticky bonuses. According to their terms:
12.Unless specifically stated otherwise, bonus amount is always considered non-cashable and will be removed from the amount of your withdrawal request. E.g., if the Player receives a bonus of $100 and later requests a $390 withdrawal, the $100 bonus will be removed, and the withdrawal will total $290. Withdrawal requests made for less than the bonus received will be denied and returned to the Player's account.
Sticky bonuses are non-withdrawable bonuses that remain in the casino when you cash out your real winnings. It’s crucial to understand that only the winnings derived from the bonus can be withdrawn, and the bonus amount itself will always stay with the casino.
Lastly, I understand your frustration regarding the casino's licensing status. While many reputable casinos operate under official licenses from authorities like the UK Gambling Commission, Malta Gaming Authority, or Curaçao GCB, some casinos operate without them. Licensed casinos are subject to regulatory oversight, ensuring that they follow strict rules and standards, such as fair gameplay and player protection. Players in licensed casinos can turn to the licensing authority if any problems arise, which gives them an additional level of security. However, casinos without a recognized license operate outside this framework, which makes it more challenging for players to resolve disputes. While some unlicensed casinos may still act fairly, the lack of oversight reduces player protection in case of disagreements.
Automatski prevedeno: