Igrač iz Njemačke optužen je za kršenje promotivnih uvjeta igranja ograničene igre.
Zdravo,
Uplatio sam 30 € na Vegacasino.com. Dobio sam 200% i 100 besplatnih okretaja na Razor Shark -u. Ostvario je promet i na kraju osvojio 800 €. Ali sada kazino kaže da sam prekršio odredbe i uslove igrajući Razor Shark u bonusu. To je zaista zlo jer su mi dali 100 besplatnih okretaja. Chat kaže da to nisam trebao učiniti! Da, odlično, ali to je uključeno u depozit. Zaista gadna prevara od njih!
Snimci ekrana istorije ćaskanja i ponude.
Srdačan pozdrav
Dennis
Hello,
I deposited € 30 at Vegacasino.com. I received 200% and 100 free spins on Razor Shark. Made the turnover, and in the end won € 800. But now the casino says that I have violated the terms and conditions by playing Razor Shark in the bonus. That's really mean because they gave me the 100 free spins. The chat says I shouldn't have done that! Yes, great, but that was included with the deposit. Really nasty scam from them!
Screenshots of the chat history and of the offer.
With best regards
Dennis
Hallo,
Ich habe bei Vegacasino.com 30€ eingezahlt. Ich habe 200% und 100 Freispiele bei Razor Shark erhalten. Habe den Umsatz geschafft,und am Ende 800€ gewonnen. Nun saget das Casino aber,dass ich gehen die AGBs verstoßen habe,in dem ich Razor Shark im Bonus gespielt habe. Das ist ja richtig gemein,weil die mir ja die 100 Freispiele dazu gegeben haben. Der Chat sagt,das hätte ich nicht tun dürfen! Ja toll,das war aber bei der Einzahlung mit dabei. Richtig fiese Masche von denen!!!
Screenshots von dem Chatverlauf und von dem Angebot.
mit freundlichen Grüßen
Dennis
Dragi Dennis,
Hvala vam puno što ste podnijeli svoju žalbu. Žao mi je što čujem o vašem problemu. Smatramo da igre s ograničenjem treba blokirati, a ovo pravilo primijeniti na softverskom nivou, tj. Da softver ili web stranica kazina ne smiju dopustiti igračima da se klade na igre u kojima nije dopušteno igrati.
Možete li proslijediti svoju historiju igara zajedno sa relevantnom komunikacijom na petronela.k@casino.guru ?
Nadam se da ćemo vam pomoći da riješite svoj problem što je prije moguće. Radujemo se što ćemo vas čuti.
Srdačan pozdrav,
Petronela
Dear Dennis,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We believe that restricted games should be blocked, and this rule enforced at software level, i.e., that the casino's software or website shouldn't let players place bets on the games that are not allowed to be played.
Could you please forward your game history along with any relevant communication to petronela.k@casino.guru?
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
Hvala vam puno, Dennis, na odgovoru i proslijeđenim snimkama ekrana. Provjerio sam opće uslove i odredbe bonusa, a promocija (bonus na 2. depozit) je i dalje dostupna kako ste je opisali https://vegadream.com/simple/general-bonus-terms :
"Uz aktivni bonus, strogo je zabranjeno igrati sljedeće igre, stolne igre, video poker, Jackpot igre, kasino uživo i sljedeće slot igre: 1429 Uncharted Seas, Big Bad Wolf, Blood Suckers, Bonanza, Builder Castle, Castle Builder 2 , Da Vinčijevo blago, Mrtvi ili živi, Mrtvi ili živi 2, Eggomatični, Hellboy, Hot Spin, Besmrtna romansa, Jackhammer 2, Jammin Jars, Jingle Spin, Jungle Spirit, Koi Princess, Lost Relics, Lucky Angler, Madame Destiny, Moon Princeza , Pekinška sreća, Reactoonz, Rich Wilde i Tome ludila, Rise of Olympus, Robin Hood - Shifting Riches, Scrooge, Secret of the Stones, Secrets of Atlantis, Sinbad, Sushi Bar, Sweet Bonanza, Sweet Bonanza Xmas, The Dog House , Turn Your Fortune, Twin Spin, Victorious, Vikings, Who Wants to Be Millionaire, Wild Swarm, SugarPop, Danger High Voltage, Ozzy Osbourne, Razor Shark , Wild Frames, Aztec Bonanza, Lil Devil, The Dog House Megaways biti milioner misteriozna kutija, Dark Joker Rizes, Reactoonz 2, Le Kaffee Bar, Beautiful Bones, Cherrypop, Deadwood, Jokerizer, San Quentin, Caribbean Anne, Golden Beauty, Bronco spirit, Dragon Kingdom Eyes of Fire, 5 Families, Book of 99. U slučaju da je ovo prekršen bonus i mogući dobitci od bonusa će biti oduzeta. "
Možete li proslijediti cijelu svoju historiju igara u Excel formatu prije nego što kontaktiramo kazino? Radujemo se što ćemo vas čuti.
Thank you very much, Dennis, for your reply and forwarded screenshots. I have checked the general bonus terms and conditions, and the promotion (2nd Deposit Bonus) is still available as you described it https://vegadream.com/simple/general-bonus-terms:
"With an active bonus the following games are strictly forbidden to play, Table Games, Video Poker, Jackpot Games, Live Casino and the following slot games: 1429 Uncharted Seas, Big Bad Wolf, Blood Suckers, Bonanza, Castle Builder, Castle Builder 2, Da Vinci's Treasure, Dead or Alive, Dead or Alive 2, Eggomatic, Hellboy, Hot Spin, Immortal Romance, Jackhammer 2, Jammin Jars, Jingle Spin, Jungle Spirit, Koi Princess, Lost Relics, Lucky Angler, Madame Destiny, Moon Princess, Peking Luck, Reactoonz, Rich Wilde and the Tome of Madness, Rise of Olympus, Robin Hood - Shifting Riches, Scrooge, Secret of the Stones, Secrets of Atlantis, Sinbad, Sushi Bar, Sweet Bonanza, Sweet Bonanza Xmas, The Dog House, Turn Your Fortune, Twin Spin, Victorious, Vikings, Who Wants To Be A Millionaire, Wild Swarm, SugarPop, Danger High Voltage, Ozzy Osbourne, Razor Shark, Wild Frames, Aztec Bonanza, Lil Devil, The Dog House Megaways, Who wants to be a millionaire mystery box, Dark Joker Rizes, Reactoonz 2, Le Kaffee Bar, Beautiful Bones, Cherrypop, Deadwood, Jokerizer, San Quentin, Caribbean Anne, Golden Beauty, Bronco spirit, Dragon Kingdom Eyes of Fire, 5 Families, Book of 99. In case that this is breached the bonus and any potential winnings derived from the bonus will be forfeited."
Could you please forward your entire game history in Excel format before we'll contact the casino? Looking forward to hearing from you.
Zdravo,
hvala na poruci.
Napravio sam mali spisak koji sam vam poslao ponovo e -poštom.
Lista je mala, ali možete jasno vidjeti o čemu se radi.
Srdačni pozdravi
Dennis
Hello,
thank you for the message.
I made a small list that I emailed you again.
The list is small, but you can clearly see what it is about there.
Kind regards
Dennis
Hallo,
vielen Dank für die Nachricht.
Ich habe eine kleine Liste erstellt die ich ihnen wieder Per Mail geschickt habe.
Die Liste ist klein,aber worum es geht sieht man dort eindeutig.
Mit freundlichen Grüßen
Dennis
Hvala vam puno, Dennis, na pružanju svih potrebnih informacija. Sada ću vašu žalbu prenijeti na kolegu Mateja koji će vam pomoći. Želim vam puno sreće i nadam se da ćete u bliskoj budućnosti vidjeti da se vaš problem riješi na vaše zadovoljstvo.
Thank you very much, Dennis, for providing all the necessary information. I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Zdravo Denis.
Žao mi je što čujem o vašim problemima.
Naravno, cijela situacija je apsurdna. Želim pozvati predstavnika kasina u slučaj.
Možete li nam objasniti šta se dogodilo i zašto se ograničena igra nudi kao bonus?
Hello Denis.
I am sorry to hear about your troubles.
Of course, the whole situation is absurd. I would like to invite the casino representative into the case.
Would you please explain to us what happened and why a restricted game is offered as a bonus?
Da biste to učinili, pošaljite e -poštu putem e -pošte Casino na zapadu.
Zdravo Dennis,
Hvala vam na e-mail.
Nakon registracije, od svih se traži da pročitaju i prihvate naše Uslove i odredbe, a pojavit će se i znak gdje aktivno označavate okvir u kojem piše da ste pročitali uslove. Imamo ovu proceduru jer je važno da svi članovi budu svjesni uvjeta prije početka igre. Strogi smo prema našim Uslovima i odredbama jer predstavljaju sigurnost i sigurnost kazina.
Oni štite i naše članove i nas. Budući da naši članovi znaju da se u svakom trenutku, bez obzira na situaciju, primjenjuju naši Uvjeti i odredbe i ništa drugo, to pruža osjećaj sigurnosti i sigurnosti.
Iz tog razloga nikada ne odstupamo od Uslova i odredbi. Ako bismo u nekim slučajevima odstupili od Uslova i odredbi, ne možemo motivirati zašto to ne bismo učinili u drugim slučajevima i cijela poenta i sigurnost koju oni pružaju će nestati. Naši članovi nisu mogli vjerovati da su uvijek zaštićeni.
Molimo, ne ustručavajte se kontaktirati nas putem e -pošte 24 sata dnevno ili putem chata uživo aktivnog svakog dana od 10:00 do 23:00 CET ako vam je potrebna dodatna pomoć!
Pozdrav,
Vicky
Vegadream Casino
Das habe ich nochmal als Email von dem Casino erhalten gestern.
Hello Dennis,
Thank you for your email.
Upon registration, everyone is asked to read and accept our Terms & Conditions, and a sign will appear where you actively mark a box saying that you have read the terms. We have this procedure because it is important that all members are aware of the terms before starting to play. We are strict with our Terms & Conditions as they constitute the security and safety of the casino.
They protect both members and us. Since our members know that at all times, regardless of the situation, our Terms & Conditions apply and nothing else, this provides a feeling of security and safety.
For this reason, we never deviate from the Terms & Conditions. If we were to deviate from the Terms & Conditions in some cases, we can not motivate why we should not do so in other cases and the whole point and the security that these provide will disappear. Our members could not trust that they are always protected.
Please do not hesitate to contact us via email 24/7 or via live chat active everyday from 10h00 until 23h00 CET if you need any further assistance!
Regards,
Vicky
Vegadream Casino
Željeli bismo zamoliti Vegadream Casino da odgovori na ovu žalbu. Produžavamo tajmer za 7 dana. Ako kazino ne odgovori u zadanom roku, žalbu ćemo zatvoriti kao „neriješenu".
We would like to ask the Vegadream 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’.
Zdravo Denis.
Uspio sam dobiti Skype kontakt za pravu osobu u kockarnici.
Produžavam rok na još 7 dana i nadam se da ćemo žalbu uskoro riješiti.
Žao mi je što traje duže nego inače.
Hello Denis.
I have managed to get a Skype contact on the correct person in the casino.
I am extending the time frame to another 7 days, and hopefully, we can solve the complaint soon.
Sorry that it is taking longer than usual.
Zdravo Dennis.
Nakon razgovora s predstavnikom kazina, evo kratke priče o tome što se dogodilo:
Uzeli ste bonus i dio ovog bonusa je 100 besplatnih okretaja u igri Razor Sharp. Nakon što ste završili ove besplatne okrete, napravili ste još 11 rundi na Razor Sharp -u i osvojili ste 0,1 € iz ovih rundi. Game Razor Sharp je na listi ograničenih igara i kasino nije blokirao ovu igru softverom.
Zatim ste promijenili igru i nakon 14 rundi postigli pobjedu od 417 €.
Želeo bih da istaknem tri stvari:
Smatramo da Dennisu treba platiti u cijelosti. Argumentaciju predstavnika kazina da bi Dennis trebao pročitati uvjete prije nego što počne igrati ne smatramo valjanom u ovom slučaju. Nije stekao nikakvu prednost igrajući 11 kola na ovoj ograničenoj igri i definitivno nije pokušao nekako zloupotrijebiti promociju.
Hello Dennis.
After some discussion with the casino representative, here is a brief story of what happened:
You took a bonus and part of this bonus was 100 free spins on the game Razor Sharp. After you finished these free spins you made another 11 rounds on Razor Sharp and you won €0.1 from these rounds. Game Razor Sharp is on the list of restricted games and the casino didn't block this game by software.
Then you switched the game and after 14 rounds you hit a €417 win.
I would like to point out three things:
We believe that Dennis should be paid in full. The argumentation of the casino representative that Dennis should read the terms before he started to play we do not see as valid in this case. He didn't gain any advantage by playing 11 rounds on this restricted game and he definitely didn't try to abuse somehow the promotion.
Tako je i bilo! Ako dobijete bonus s besplatnim okretajima, pretpostavljate da možete igrati igru! Općenito je glupo zabraniti bilo koje igre koje ne smijete igrati. Zašto? Određena kockarnica je osmišljena tako da se ne isplati nikakav dobitak. Uz nekoliko dobrih kockarnica, pojavi se upozorenje ili ga uopće ne možete igrati! A onda dati besplatne okrete u igri koja je zabranjena, s nadom da ćete napraviti još jedan spin, već vara sam bonus! A zbog 0,10 € sa 11 okretaja koji su nastali, 800 € koje se ne isplaćuju, gdje ste prikupili sav novac u dozvoljenoj igri već je kriminalac kazina!
That's exactly how it was! If you get the bonus with the free spins, you assume that you can play the game! It is generally stupid anyway to forbid any games that you are not allowed to play. What for? It is designed by certain casinos to be done so as not to pay out any winnings. With the good few casinos, a warning comes up or you can't play it at all! And then to give the free spins on a game that is forbidden, with the hope of doing 1 spin more, is already cheating on the bonus itself! And because of 0.10 € with 11 spins that were incurred, 800 € not to be paid out, where you have collected all of the money in the allowed game is already a criminal of the casino!
Genau so war es! Wenn man den Bonus mit den Freispielen bekommt,geht man ja auch davon aus das man das Spiel spielen darf! Es ist sowieso generell blödsinnig,irgend welche Spiele zu verbieten die man nicht Spielen darf. Wozu denn? Es ist darauf angelegt von bestimmten Casinos das man es macht,um keinen Gewinn auszuzahlen. Bei den Guten wenigen Casinos kommt eine Warnung oder man kann es erst garnicht spielen! Und dann auch noch die Freispiele bei einem Spiel zu geben was verboten ist,mit der Hoffnung 1 Dreh mehr zu machen,ist ja schon Betrug an dem Bonus selbst! Und wegen 0.10€ Bei 11 Drehs die entstanden sind 800€ nicht aus zu zahlen,wo man im erlaubten Spiel alles an Geld gesammelt hat ist schon kriminell von dem Casino!!!
Zdravo Dennis.
Nažalost, u ovom slučaju nisam mogao uvjeriti predstavnika kasina u ono što su svi drugi vidjeli. Nemam drugu mogućnost da ovaj slučaj zaključim kao neriješen.
Barem ćemo smanjiti kazino rejting, a igrači će ovaj slučaj vidjeti kao primjer kako se ovaj kazino odnosi prema igračima.
Hello Dennis.
Unfortunately, in this case, I couldn't convince the casino representative about what everybody else saw. I have no other option here as to close this case as unresolved.
At least, we will lower the casino rating, and players will see this case as an example of how this casino treats the players.
Besplatni profesionalni edukativni kursevi za zaposlene u online kazinima usmereni na najbolje prakse u industriji, poboljšanje iskustva igrača i pošten pristup kockanju.
Inicijativu koju smo pokrenuli s ciljem stvaranja globalnog sistema samoisključenja, koji će omogućiti ranjivim igračima da blokiraju pristup svim mogućnostima online kockanja.
Casino.guru je nezavistan izvor informacija o online kazinima i online kazino igrama, i nije kontrolisan od strane bilo kojeg operatora igara ili bilo koje druge institucije. Sve naše recenzije i vodiči su kreirani iskreno, u skladu sa najboljim znanjem i rasuđivanjem naših članova iz ekspertskog tima; ipak ovaj sadržaj je napravljen u informativne svrhe i ne bi smeo i trebao da se tumači kao pravni savet. Bitno je da uvek ispunite sve regulatorne zahteve pre nego počnete igrati u određenom kazinu.
Proverite svoj inboks i kliknite na link koji smo Vam poslali:
youremail@gmail.com
Link će isteći za 72 časa.
Proverite svoj "Spam" ili "Promotions" folder ili kliknite na dugme ispod.
Konformacioni e-mail je poslat ponovo.
Proverite svoj inboks i kliknite na link koji smo Vam poslali: youremail@gmail.com
Link će isteći za 72 časa.
Proverite svoj "Spam" ili "Promotions" folder ili kliknite na dugme ispod.
Konformacioni e-mail je poslat ponovo.