Igrač iz Baden Virtemberga zatražio je povlačenje manje od dve nedelje pre podnošenja ove žalbe. Njihov novac još nije primljen. Žalba je odbijena jer igrač nije odgovarao na naše poruke i pitanja.
The player from Baden-Württemberg requested a withdrawal less than two weeks prior to submitting this complaint. Their money hasn’t been received yet. The complaint was rejected because the player didn't respond to our messages and questions.
Igrač iz Baden Virtemberga zatražio je povlačenje manje od dve nedelje pre podnošenja ove žalbe. Njihov novac još nije primljen. Žalba je odbijena jer igrač nije odgovarao na naše poruke i pitanja.
Zdravo,
Deponovao sam 50 € i dobio 100% bonus bez vrednosti.
Igrao sam već duže vreme (bez bonusa od 50 € ikada primenjen) sa većim ulozima (€2,4,5 i €10 po okretu) i osvojio sam €3750 sa slikom na 10 € po okretu.
Podigao sam 4800€. Takođe sam dobio poruku da moj bonus ističe sa isplatom. Ovo sam potvrdio.
Posle dva dana dobio sam e-mail da su ulozi previsoki i da će nagrada biti poništena.
Pošto je ovo zaista visoka suma, ne želim da odustanem. Molim vas, da li možete da mi pomognete?
Hvala i puno pozdrava
Kevin
Hello,
I deposited €50 and got a 100% no-value bonus.
I've been playing for a long time (without the €50 bonus ever being applied) with higher stakes (€2,4,5 and €10 per spin) and won €3750 with a picture on €10 per spin.
I have withdrawn 4800€. I also got the message that my bonus will expire with the payout. I have confirmed this.
After two days I received an e-mail saying that the stakes were too high and that the prize would be cancelled.
Since this is a really high sum, I don't want to just give up here. Can you help me please?
Thank you and best regards
Kevin
Hallo,
Ich habe 50 € eingezahlt und einen Wertfreien Bonus über 100% dazubekommen.
Ich habe längere Zeit gespielt (ohne das jemals die Bonus 50€ angewendet wurden) mit höheren Einsatz (2,4,5 und 10€ die Drehung) und habe mit einem Bild auf 10 € pro Drehung 3750€ gewonnen.
Ich habe mir 4800€ auszahlen lassen. Es kam auch die Meldung, das mit der Auszahlung mein Bonus verfällt. Dies habe ich bestätigt.
Nach zwei Tagen kam eine E-Mail mit der Nachricht ich hätte mit zu hohen Einsätzen gespielt und das der Gewinn storniert wird.
Da es hier um eine wirklich hohe Summe geht möchte ich hier nicht einfach so Aufgeben. Könnt ihr mir bitte helfen?
Vielen Dank und liebe Grüße
Kevin
Dear buchheim230,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
Hvala vam na odgovoru, buchheim230. Proverio sam uslove i uslove za bonus i našao sam ovo:
" 1.11. Ne možete stavljati opklade koje premašuju maksimalnu veličinu bonus opklade kada koristite bonus novac. Maksimalna veličina bonus opklade je 4 EUR / 4 CAD / 4 USD / 40 NOK po opkladi/spinu ili ekvivalent, osim ako nije drugačije navedeno u posebnim uslovima i odredbama prilagođenim svakoj bonus kampanji. Imajte na umu da je vaša odgovornost da se uverite da ste svesni maksimalne veličine bonus opklade. U slučajevima kada se smatra da su opklade premašile maksimalnu veličinu bonus opklade, nalog može biti revidirani, a bonus sredstva konfiskovana u tom procesu".
Naš stav je detaljno objašnjen u Kodeksu poštenog kockanja https://casino.guru/fair-gambling-codek-for-casinos#mak-bets: Pravilo maksimalne opklade je, u stvari, industrijski standard, baš kao i činjenica da kazino ima pravo da oduzme dobitke igrača od bonus igre nakon kršenja ovog pravila. Radije ne idemo protiv industrijskih standarda kažnjavanjem kazina koji s vremena na vreme koriste pravilo maksimalne opklade protiv igrača.
Međutim, ako smatrate da ste pogrešno optuženi (što se na osnovu vašeg opisa čini da ovde nije slučaj), slobodno mi prosledite svoju istoriju igara zajedno sa vezom do konkretnog bonusa koji ste iskoristili i igrali. Moja adresa e-pošte je KSKSKSKSKS0@email.kkkkk .
Ako postoji bilo kakva relevantna komunikacija između vas i kazina, pošaljite je takođe.
Thank you for your reply, buchheim230. I checked the bonus T&Cs and I found this:
" 1.11. You may not place any bets that exceed the maximum bonus bet size when using bonus money. The maximum bonus bet size is 4 EUR / 4 CAD / 4 USD / 40 NOK per bet/spin or equivalent, unless it is stated differently in the specific terms and conditions tailored to each bonus campaign. Please note that it is your responsibility to ensure that you are aware of the maximum bonus bet size. For cases where bets are deemed to have exceeded the maximum bonus bet size, an account may be reviewed, and the bonus funds confiscated in the process."
Our position is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.
However, if you feel like you have been accused mistakenly (which based on your description doesn't seem to be the case here), feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is kristina.s@casino.guru.
If there is any relevant communication between you and the casino, please send it as well.
Dear buchheim230,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Nažalost, igrač nije odgovorio na naše poruke i pitanja. Shodno tome, nismo u mogućnosti da dalje istražujemo i nemamo drugog izbora nego da odbijemo ovu žalbu.
Igrač može ponovo da otvori ovu žalbu u bilo kom trenutku.
Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.
The player can reopen this complaint at any time.
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.