Kazina sa iznad prosečnim indeksom sigurnosti obično imaju dobar ratio broja posetilaca i relevantnih pritužbi koje podnose igrači. Igranje u kazinima sa iznad prosečnim indeksom sigurnosti uopšteno je sigurno.
Poslato:
20/09/2024
|
Nije rešeno : 06/10/2024
Nije rešeno
Naša presuda
Bez polise reakcije, dobar regulator
NIJE REŠENO
Rezime slučaja
pre 3 nedelja
Prevod
The player from Luxembourg had his winnings capped due to the maximum cashout rule. It was reported that the player had attempted multiple withdrawals totaling €12,500, which were declined after three days, citing that the winnings had been achieved using a bonus with a cashout limit. Despite providing game history screenshots to support his case, the Complaints Team was unable to reach a resolution due to the casino's No Reaction Policy, which led to the closure of the complaint as unresolved. The team advised the player to avoid this casino due to its poor responsiveness to complaints.
Igraču iz Luksemburga je ograničena dobit zbog pravila o maksimalnom isplatu. Prijavljeno je da je igrač pokušao višestruka povlačenja u ukupnom iznosu od 12.500 €, koji su odbijeni nakon tri dana, navodeći da je dobitak ostvaren korišćenjem bonusa sa ograničenjem za isplatu. Uprkos tome što je dao snimke istorije igara kako bi podržao njegov slučaj, Tim za žalbe nije uspeo da dođe do rešenja zbog politike bez reakcije kazina, što je dovelo do zatvaranja žalbe kao nerešene. Tim je savetovao igrača da izbegava ovaj kazino zbog lošeg reagovanja na žalbe.
Hvala vam puno što ste podneli žalbu. Žao mi je što čujem za probleme sa kojima se susrećete sa ograničenim dobicima.
Da bismo vam dodatno pomogli, možete li nam dati više detalja o vašoj situaciji? Konkretno:
Koji tačno bonus ste aktivirali kada ste dobili besplatne okrete?
Da li ste napravili neki depozit da biste aktivirali ovaj bonus?
Da li su i vaši dobici ograničeni odmah nakon što ste završili bonus klađenje?
Ako je moguće, možete li da nam prosledite svoju istoriju igara kako biste nam pomogli da bolje razumemo situaciju? Moja adresa e-pošte je petronela.k@casino.guru .
Pored toga, imajte na umu da kazino ima politiku nereagovanja na našoj veb stranici, što znači da svaki nedostatak odgovora od njih može uticati na našu sposobnost da vam pomognemo.
Nadam se da ćemo moći da vam pomognemo da rešite ovaj problem što je pre moguće.
Hvala unapred na odgovoru.
Srdačan pozdrav,
Petronela
Dear anellidomenico10,
Thank you very much for submitting your complaint. I’m sorry to hear about the issues you’re experiencing with the capped winnings.
To assist you further, could you please provide more details regarding your situation? Specifically:
Which exact bonus did you activate when you received the free spins?
Did you make any deposits to activate this bonus?
Were your winnings capped right after completing the bonus wagering as well?
If possible, could you forward your game history to help us understand the situation better? My email address is petronela.k@casino.guru.
Additionally, please be aware that the casino has a No Reaction Policy on our website, which means that any lack of response from them could impact our ability to assist you.
I hope we will be able to help you to resolve this issue as soon as possible.
Dobio sam 17/09/2024 e-poštu i poruku u kojoj sam dobio besplatne okretaje bez depozita.
Evo poruke:
Današnji ulov: Besplatni okreti na Big Bass Vegas Double Dovn Deluke!
Vegadream.com
ZAUSTAVITI SMS? +14159664372
Igrajte odgovorno 18+
Tako da tog dana nisam dao nikakav depozit.
Tako da sam igrao svojih 20 besplatnih okretaja i osvojio sam posle tih okreta manje-više 40 evra.
Odlučio sam da nastavim da igram i prvo sam podigao 100 evra.
Nakon razmišljanja, otkazao sam ovo prvo povlačenje i nastavio sam da igram i do sada mi nisu poništili balans.
Veče sam ponovo podigao 1000 evra. Zadržao sam nešto novca na računu da bih nastavio da igram. I igrao sam i razne igre.
Sledećeg dana, 18.9.2024, primio sam e-poštu da obavim neke provere koje sam i uradio.
U tom trenutku sam još uvek imao svoj novac na svom saldu, a saldo bonusa je bio 0.
Tako da sam nastavio da igram i 18.09.2024. i 19.09.2024. napravio sam još nekoliko povlačenja od ukupno 12.500 evra.
Moja povlačenja od 17, 18. i 19. septembra bila su na čekanju.
20.9.2024. primio sam novu e-poštu u kojoj mi je rečeno da su odbili moj zahtev za povlačenje jer su dobici ostvareni korišćenjem bonusa koji ima maksimalan limit za isplatu.
Tako su mi prilagodili stanje na 30 evra i imao sam 1000 evra na računu i poništili su mi sva isplate.
Nažalost, nisam napravio snimak ekrana svog stanja..
21.09.2024. ponovo sam igrao sa tih 30 evra da bih imao dokaz da bonus stanje pokazuje 0 čak i kada ste iznad 30 evra.
Došao sam do 46,22 evra i ponovo pokušao da podignem novac, ali opet nisam uspeo.
Tako da zaista nije tačno šta rade.
U teoriji, da sam podigao svojih 30 evra i onda uplatio 30 evra i igrao sa svojim *depozitom* onda bi sve bilo u redu.
Ali nema razlike da li igrate sa tih 30 evra ili ako povučete i uplatite ponovo 30 da igrate sa mojih 30 evra.
To je samo izgovor da ne moraju da plate.
Poslao sam vam snimak ekrana tako da imate dokaze.
Srdačan pozdrav
Anelli D*********
Hello
I received the 17/09/2024 an email and a message where I got no deposit free spins.
Here is the message:
Today’s catch: Free spins on Big Bass Vegas Double Down Deluxe!
Vegadream.com
STOP SMS? +14159664372
Play Responsibly 18+
So I didn't make any deposit that day.
So I was playing my 20 free spins and I won after those spins more or less 40 euros.
I decided to continue playing and I did a first withdrawal of 100euros.
After reflection I canceled this first withdrawal and I continued playing and so far they didn't voided my balance.
The evening I did again a withdrawal of 1000 euros. I kept some money in my balance to continue playing. And I played also and different games.
The next day the 18/09/2024 I received an email to do some verification checks which I did.
At that moment I still had my money on my balance and the bonus balance showed 0.
So I continued playing and the 18/09/2024 and the 19/09/2024 I did some more withdrawals of a total of 12.500 euros.
My withdrawals from 17, 18 and 19 septembre were all pending.
The 20/09/2024 I received a new email telling me they declined my withdrawal request because the winnings were achieved using a bonus that has a maximum cash-out limit.
So they adjusted my balance to 30 euros and I had 1000 euros in my balance and they canceled all my withdrawals.
Unfortunately i did not do a screenshot of my balance..
The 21/09/2024 I played again with those 30 euros to have an evidence that the bonus balance shows 0 even when you are above 30 euros.
I reached to 46,22 euros and tried again a withdrawal which didn't succeed again.
So its really not correct what they are doing.
In theres theory if I had cash-out my 30 euros and then did a deposit of 30 euros and played with my *deposit* then everything would be fine.
But there is no difference if play with those 30 euros or if withdrawal and deposit again 30 to play with my 30 euros.
It's just an excuse so they don't have to pay.
I sent you the screenshot so you have the evidence.
Možete li, molim vas, pojasniti da li su vaši dobici ograničeni na maksimalnu granicu isplate odmah nakon što ste završili bonus opkladu ili se to dogodilo kasnije?
Pored toga, da li biste mogli da nam zatražite i prosledite celu istoriju igara?
Hvala.
PS Želim da istaknem da smo primili brojne žalbe na Vegadream Casino. Uprkos velikom broju prijavljenih slučajeva, kazino je odlučio da primeni politiku bez reakcije u vezi sa svim našim pokušajima da pregovaramo o bilo kakvim pitanjima.
Hi anellidomenico10,
Could you please clarify whether your winnings were capped at the maximum cashout limit immediately after you completed the bonus wagering or if this happened later?
Additionally, would you be able to request and forward your full game history to us?
Thank you.
P.S. I want to emphasize that we have received numerous complaints about Vegadream Casino. Despite the many cases submitted, the casino has chosen to implement a No Reaction Policy regarding all our attempts to negotiate any issues.
Nažalost, želim da vas obavestim da pošto ovaj kazino ima više od 10 slučajeva zatvorenih kao „Politika bez reakcije", primorani smo da zatvorimo vašu žalbu kao „nerešenu". Ovo će uticati na ukupnu ocenu kazina. Razumem da ovo nije zadovoljavajuće rešenje za vaš problem, međutim, smanjenje ocene izazvano nerešenim žalbama može da promeni pristup kazina.
Poslali smo brojne mejlove i pokušali da komuniciramo sa predstavnicima ćaskanja uživo, kao i sa članovima pridruženog tima. Nažalost, svi napori da se reši bilo kakav problem su zamrli jer su pritužbe rasle u broju. Strogo preporučujemo da se držite dalje od ovog kazina. Voleo bih da mogu biti od veće pomoći.
Kazino može ponovo da otvori ovu žalbu u bilo kom trenutku.
Dear anellidomenico10,
Unfortunately, I would like to inform you that since this casino has 10+ cases closed as "No Reaction Policy" we are forced to close your complaint as "unresolved". This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue however, the decrease in rating caused by unresolved complaints could change the casino's approach.
We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from this casino. I wish I could be of more help.
The casino can reopen this complaint anytime.
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