Dobro veče,
Hvala puno, Nik, na datim podacima i detaljima. To je pomoglo da se slučaj dovoljno razmotri.
Dragi Pnucci,
Na osnovu dostavljenih podataka, uspeli smo da preračunamo vašu igru uzimajući u obzir saldo stvarnog novca i dobitke od bonusa posebno, i da simuliramo igranje bez takozvanog „mešanja sredstava". Želeo bih detaljnije da objasnim situaciju i našu odluku.
Uspeli ste da pobedite koristeći nedeljni kešback bonus i ispunite uslove za klađenje. Maksimalni iznos gotovine za ovaj bonus je $100. Vaše stanje u trenutku zahteva za povlačenje iznosilo je 1195,86 USD. Da nije bilo problema sa vašim povlačenjem i da je uspešno obrađeno, kazino bi vam isplatio 100 dolara, a ostatak dobitka bi bio poništen. Međutim, vaše povlačenje je odbijeno i 1195,86 dolara je vraćeno na vaš saldo. Za bolju maštu, recimo da imate 100 dolara pravog novca i 1095,86 dolara "fiktivnog novca" koji bi inače bili poništeni nakon uspešnog povlačenja. Zatim ste napravili depozit od 50 dolara, što znači da ste pomešali dobitke od bonusa sa novim pravim novcem. Najvažnije je da da ste imali samo 150 dolara na saldu stvarnog novca, izgubili biste ih nakon otprilike 40 minuta igranja. Ali, u vašem slučaju, od trenutka kada ste izgubili saldo stvarnog novca (150$), postojao je samo „fiktivni novac", a vi ste nastavili da igrate sa njima. Nažalost, značajni dobici su stigli kasnije - od "fiktivnog novca". Kada su vaša 2 povlačenja (5000$) odbijena, izgubili ste preostali balans igranjem, a kazino je vašem nalogu pripisao originalnih 50$. I oni su prokockani. Štaviše, pre nego što je vašem nalogu uplaćeno 50 USD, vaše stanje je bilo 0,09 USD, što znači da ste to morali da primetite.
Što se tiče pravog novca i nevažećeg dela vašeg dobitka od nedeljnog povraćaja novca - drugačija situacija bi se desila da su značajni dobici dobijeni ranije, iz vašeg stvarnog novca (150$). U takvoj situaciji, o tome bismo dalje razgovarali sa kazinom.
Iako procesi u kazinu nisu idealno postavljeni, mi smo u mogućnosti da to prihvatimo zbog ograničenja njegove platforme. Stoga, nakon prikupljanja i pregleda svih potrebnih informacija, ovu žalbu zatvaramo kao neopravdanu.
Žao mi je što nismo bili u mogućnosti da vam pomognemo sa ovim, ali molim vas, ne ustručavajte se da nas kontaktirate u budućnosti, ako naiđete na bilo kakve probleme sa ovim ili bilo kojim drugim kazinom. Tu smo da pomognemo.
U slučaju bilo kakvih pitanja, slobodno mi pišite na branislav.b@casino.guru .
Srdačan pozdrav,
Branislav, Kazino.Guru
Good evening,
Thank you very much, Nick, for the provided data and details. It helped to consider the case sufficiently.
Dear Pnucci,
Based on the data provided, we were able to recalculate your game taking into account the real money balance and the winnings from the bonus separately, and simulate playing without the so-called "mixing funds". I would like to explain the situation and our decision in more detail.
You managed to win using the weekly cashback bonus and meet the wagering requirements. The maximum cashout for this bonus is $100. Your balance at the time of requesting a withdrawal was $1195,86. If there had not been a problem with your withdrawal and it had been processed successfully, the casino would have paid you $100, and the rest of the winnings would have been canceled. However, your withdrawal was denied and $1195,86 was returned to your balance. For better imagination, let's say you had $100 of real money and $1095,86 of "fictitious money" that otherwise would have been voided upon a successful withdrawal. Then, you made a deposit of $50, which means you mixed the winnings from the bonus with new real money. The most important thing is that if you had only had $150 in your real money balance, you would have lost them after approximately 40 minutes of playing. But, in your case, from the moment you lost your real money balance ($150), there was only "fictitious money", and you continued playing with them. Unfortunately, significant winnings came later - from "fictitious money". When your 2 withdrawals ($5000) were denied, you lost the remaining balance by playing, and the casino credited your account with the original $50. Those were gambled away too. Moreover, before your account was credited with $50, your balance was $0,09, which means you had to notice it.
As for real money and the invalid part of your winnings from the weekly cashback - a different situation would have occurred if significant winnings had been obtained earlier, from your real money balance ($150). In such a situation, we would further discuss it with the casino.
Although the processes in the casino are not ideally set, we are able to accept it due to the limitations of its platform. Therefore, after gathering and reviewing all the necessary information, we are closing this complaint as unjustified.
I am sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.
In case of any questions, feel free to write to me at branislav.b@casino.guru.
Best regards,
Branislav, Casino.Guru
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