NaslovnaPritužbeVegaz Casino - Dobici bonusa igrača su poništeni.
Vegaz Casino - Dobici bonusa igrača su poništeni.
Automatski prevedeno:
Crni bodovi: 686
Iznos:
1.400 €
Vegaz Casino
Index sigurnosti:Iznad proseka
Sigurnosni indeks
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:
01/10/2022
|
Nije rešeno : 15/11/2022
Nije rešeno
Naša presuda
Protiv poštenog kockanja
NIJE REŠENO
Rezime slučaja
pre 1 godinu
Prevod
The player from Germany had his promotional winnings cancelled based on the rule requiring a real money deposit prior to redeeming Saturday Booster. We ended up closing the complaint as ‘unresolved’ because we disagree with the casino's decision and find it to be against fair gambling.
Igraču iz Nemačke je otkazan promotivni dobitak na osnovu pravila koje zahteva depozit od stvarnog novca pre nego što iskoristi Saturdai Booster. Žalbu smo na kraju zatvorili kao „nerešenu“ jer se ne slažemo sa odlukom kazina i smatramo da je protiv poštenog kockanja.
Deponovao sam 50 evra i koristio Saturdai Booster i osvojio 1400 evra.
Imao sam stanje od 0,00 € pre mog depozita i optužen sam da ne ispunjavam uslove za bonus i da nisam ispunio kriterijume iz prethodnog bonusa.
I deposited €50 and used the Saturday Booster and won €1400.
I had a balance of €0.00 before my deposit and I'm being accused of not being eligible for the bonus and not having met the criteria from my previous bonus.
Ich habe 50€ eingezahlt und den Saturday Booster benutzt und 1400€ gewonnen.
Ich hatte vor meiner Einzahlung eine Balance von 0.00€ und mir wird vorgeworfen nicht berechtigt für den Bonus gewesen zu sein und ich die Kriterien von meinem vorherigen bonus nicht erfüllt hätte.
Hvala vam puno što ste podneli žalbu i prosledili relevantnu komunikaciju:
Žao mi je što čujem za vaš problem. Dozvolite mi da vam postavim nekoliko pitanja, kako bih u potpunosti razumeo celu situaciju. Možete li da nam kažete da li ste ranije iskoristili ovaj poseban bonus? Kada ste poslednji put položili depozit za pravi novac, molim vas?
Proverio sam uslove i odredbe Saturdai Booster-a , i evo šta sam našao ( ovde ):
Samo u opštim uslovima bonusa pominje se da Saturdai Booster zahteva prethodni depozit za pravi novac tokom prethodne nedelje ( ovde ):
". Saturdai Booster
...
4.6 Da bi se obezbedilo pravilno korišćenje bonusa i fer plej, VegazCasino.com smatra da zahtevaju Saturdai Booster bonus bez ikakvog drugog čistog depozita (tj. depozita koji nije uparen ni sa jednim bonusom) tokom nedelje kao neregularnu igru kako bi iskoristili bonuse. Igrači moraju da deponuju najmanje 150€ tokom nedelje da bi imali pravo na dobitke generisane sa subotnjim Booster bonusima ako kasnije odluče da igraju slot igre sa pomenutim depozitom i 300€ u slučaju igara na stolu. U slučaju gore pomenutog neregularnog igranja, dobici ostvareni sa Saturdai Booster-om će biti oduzeti i depozit će biti vraćen."
Želeo bih da naglasim da ako igrači ne ispunjavaju uslove za određeni bonus, on uopšte ne bi trebalo da im bude dostupan. Molimo pogledajte naš članak o ograničenim bonusima :
„Kazina bi trebalo da daju bonuse samo igračima kojima je dozvoljeno da ih dobiju u skladu sa Uslovima i uslovima za bonus. A ako kazino napravi grešku da dodeli bonus igraču koji nije trebalo da ga dobije, kazino ga ne bi trebalo da oduzme od njih. Umesto toga, kazino bi trebalo da prihvati da je to njihova greška i isplati dobitak igraču."
Radujemo se Vašem odgovoru. Hvala unapred.
Srdačan pozdrav,
Petronela
Dear mete121212,
Thank you very much for submitting your complaint and forwarding the relevant communication:
I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if you redeemed this specific bonus in the past? When was the last time you placed a real money deposit, please?
I have checked the Saturday Booster terms and conditions, and this is what I found (here):
Only in the general bonus terms is mentioned that Saturday Booster requires a prior real money deposit during the previous week (here):
". Saturday Booster
...
4.6 To ensure proper use of bonuses and fair play, VegazCasino.com considers claiming Saturday Booster bonus without any other clean deposit (i.e. deposit which is not matched with any bonus) during the week as irregular gameplay to take advantage of bonuses. Players must deposit at least 150€ during the week in order to be eligible for winnings generated with Saturday Booster Bonuses if they later decide to play slot games with mentioned deposit and 300€ in case of table games play. In case of irregular play mentioned above, winnings generated with Saturday Booster will be forfeited and deposit returned."
I would like to emphasize that if players are not eligible for a specific bonus, it shouldn't be available to them at all. Please check our article about Restricted Bonuses:
"Casinos should only give bonuses to players who are allowed to get them according to the Bonus T&Cs. And if the casino makes the mistake of granting a bonus to a player who shouldn't have received it, the casino shouldn't take it away from them. Instead, the casino should accept that it was their mistake and pay out the winnings to the player."
Looking forward to hearing from you. Thank you in advance.
Poslaću vam svoju istoriju bonusa i istoriju plaćanja.
Redovno polažem na Fortunepanda i Betroom24. I dalje dobijam ovaj bonus na depozit svake subote i on ga pokazuje na blagajni
I'll send you my bonus history and payment history.
I regularly deposit at Fortunepanda and Betroom24. I keep getting this deposit bonus every Saturday and it shows it at the cashier
Ich sende dir mal mein Bonusverlauf und Zahlungsverlauf.
Ich zahle regelmäßig bei Fortunepanda und Betroom24 ein. Ich bekomme ständig jeden Samstag diesen Einzahlungsbonus und bekomme ihn an der Kasse angezeigt
Hvala vam puno, mete121212, što ste dali sve potrebne informacije. Sada ću preneti vašu žalbu svom kolegi Petru ( KSKSKSKSKS0@email.kkkkk ) koji će vam biti u pomoći. Želim vam puno sreće i nadam se da će vaš problem biti rešen na vaše zadovoljstvo u bliskoj budućnosti.
Thank you very much, mete121212, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) 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.
Pogledao sam vaš slučaj i razumem situaciju. Dozvolite mi da kontaktiram kazino i daću sve od sebe da pomognem. Pozivam Vegaz kazino na razgovor da učestvujem u rešavanju ove žalbe.
Hi mete121212,
I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Vegaz Casino to the conversation to participate in the resolution of this complaint.
Imajte na umu da da biste kreirali nalog na Vegaz kazinu, morate prihvatiti da ste pročitali i razumeli Uslove i odredbe. Puna je dužnost igrača da pročita odredbe i uslove pre otvaranja naloga i, što je još važnije, pre nego što izvrši depozit.
Naš Bonus T&C, klauzula 4.6, kaže da „Da bi se osiguralo pravilno korišćenje bonusa i fer plej, VegazCasino.com smatra da zahteva subotnji Booster bonus bez ikakvog drugog čistog depozita (tj. depozita koji nije uparen ni sa jednim bonusom) tokom nedelje kao neregularnu igru da bi iskoristili bonuse. Igrači moraju da deponuju najmanje 150€ tokom nedelje da bi imali pravo na dobitke generisane sa subotnjim Booster bonusima ako kasnije odluče da igraju slot igre sa pomenutim depozitom i 300€ u slučaju igranja na stolu. U slučaju gore pomenutog neregularnog igranja, dobici ostvareni sa Saturdai Booster-om će biti oduzeti i depozit će biti vraćen."
Ovo podrazumeva da igrači moraju da uplate najmanje 150€ tokom nedelje da bi stekli pravo na subotnji Booster bonus.
Sve odluke koje donosi kazino su u skladu sa odredbama i uslovima koje igrači prihvataju prilikom registracije.
Srdačan pozdrav,
Anton
Hello,
thank you for your comments.
Please note that in order to create an account on Vegaz Casino, you must accept that you have read and comprehended the Terms & Conditions. It is the full duty of the player to read the Terms and Conditions before creating an account and, more importantly, before making a deposit.
Our Bonus T&C, clause 4.6, states that "To ensure proper use of bonuses and fair play, VegazCasino.com considers claiming Saturday Booster bonus without any other clean deposit (i.e. deposit which is not matched with any bonus) during the week as irregular gameplay to take advantage of bonuses. Players must deposit at least 150€ during the week in order to be eligible for winnings generated with Saturday Booster Bonuses if they later decide to play slot games with mentioned deposit and 300€ in case of table games play. In case of irregular play mentioned above, winnings generated with Saturday Booster will be forfeited and deposit returned."
This implies that in order to be eligible for the Saturday Booster bonus, players must deposit at least 150€ during the week.
All decisions made by the casino are in compliance with the Terms and Conditions that players accept upon registration.
Hvala vam na odgovoru. Da te pitam jedno pitanje. Zašto dozvoljavate igračima da uzimaju bonuse za koje ne ispunjavaju uslove? Naročito ako je u pitanju bonus na depozit. Postoji li barem neko upozorenje da igrač nije napravio dovoljno čistih depozita tokom nedelje? Zar ne mislite da bi tako važan uslov trebalo da bude naveden u posebnim uslovima i praktično u celom bonusu, a ne samo u opštim Uslovima i uslovima za bonus? Na ovaj način, bonus ostavlja utisak zamke za igrače.
Dear Anton and Vegaz Casino,
Thank you for your reply. Let me ask you a question. Why do you let players take bonuses that they are not eligible for? Especially, if it's a deposit bonus. Is there at least any warning that the player didn't make enough clean deposits during the week? Don't you think such an important condition should be stated in the specific terms and practically all over the bonus not just in the general Bonus T&Cs? This way, the bonus makes an impression of a trap for players.
Voleli bi da zamolimo kazino da odgovori na ovu pritužbu. Produžujemo timer za 7 dana. Ako kazino ne odgovori u predviđenom roku, prigovo ćemo zatvoriti kao "nerešen", što može negativno uticati na rejting kazina.
We would like to ask the 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’ which may negatively affect its rating.
hvala vam na odgovoru i izvinite na kasnom odgovoru.
Imajte na umu da ne možemo da implementiramo takvu opciju u back-officeu. Otuda je razlog zašto su sve naše odluke zasnovane na Uslovima i odredbama koje postavlja kazino.
Smatramo da su uslovi i uslovi kazina dovoljno sažeti i da je ovo posebno pravilo specifično za ovaj bonus, pa je stoga pod uslovima i odredbama - 4. Saturdai Booster . Na svakoj stranici za bonus/promociju, igrači imaju opciju da budu preusmereni na T&C.
U prilogu pronađite vezu do naših uslova i uslova za bonuse gde možete pronaći da je ovo pravilo navedeno posebno u uslovima promocije Saturdai Booster. (https://vvv.vegazcasino.com/en/info/bonus-terms-and-conditions)
Kao što je ranije navedeno, igrači moraju pročitati i pristati na Uvjete i odredbe prije kreiranja naloga; stoga smatram da niko ne treba da stekne utisak da je ovo zamka.
Srdačan pozdrav,
Anton
Hi Peter,
thank you for the response and sorry for the late reply.
Please know that we can't implement an option like that in the back-office. Hence the reason why all our decisions are based on the Terms & Conditions set by the casino.
We feel that the T&Cs of the casino are concise enough and this particular rule is specific to this bonus, thus being under Terms & Conditions - 4. Saturday Booster. On every bonus/promotion page, players have the option of being redirected to the T&C.
Please find attached the link to our Bonus T&C where you can find that this rule is listed specifically under the Terms of the Saturday Booster promotion. (https://www.vegazcasino.com/en/info/bonus-terms-and-conditions)
As previously stated, players must read and agree to the T&Cs before creating an account; therefore, I think that no one should get the impression that this is a trap.
Bojim se da ne možemo da prihvatimo tvoju odluku. Mi, u casino.guru, verujemo da ako igraču dodelite bonus, treba da poštujete i isplatu njegovog dobitka. To u osnovi znači, nemojte davati bonuse igračima koji ne ispunjavaju uslove za njih. Ako ne možete da primenite ovu vrstu prinude u svom sistemu, trebalo bi da postoji barem upozorenje i tako važan uslov bonusa bi svakako trebalo da bude tačan u posebnim uslovima bonusa, a ne sakriven u opštim uslovima bonusa. Ako pogledate baner, ima više nego dovoljno prostora za ove ključne informacije. Ovako kako je sada, izgleda kao zamka za igrače, posebno kada je u pitanju bonus na depozit.
Dear Anton and Vegaz Casino,
I'm afraid we can't accept your decision. We, in casino.guru, believe that if you grant a player a bonus, you should also honor the payout of their winnings. This basically means, don't grant bonuses to players that aren't eligible for them. If you can't implement this type of enforcement in your system, there should at least be a warning and such an important bonus condition should definitely be right in the specific bonus conditions and not hidden in the general bonus terms. If you look at the banner, there's more than enough space for this crucial information. The way it is now, it looks like a trap for players, especially when it's a deposit bonus.
Zamolimo Kazino da odgovori na ovu žalbu. Produžujemo tajmer za 7 dana. Ako kazino ne odgovori u predviđenom roku, žalbu ćemo zatvoriti kao „nerešenu", što može negativno uticati na njen rejting.
We would like to ask the 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’ which may negatively affect its rating.
Nažalost, čini se da je kazino doneo odluku i u potpunosti prestao da reaguje. Bojim se da ne može mnogo toga da se uradi bez saradnje sa njene strane. Označiću žalbu „nerešenom" u našem sistemu. Razumem da ovo nije zadovoljavajuće rešenje za vaš problem. Međutim, smanjenje rejtinga uzrokovano nerešenim žalbama moglo bi pomoći da se promeni pristup kazina. Ako kazino odluči da reaguje, ponovo ćemo otvoriti žalbu i bićete obavešteni putem e-pošte. U međuvremenu, preporučujem vam da kontaktirate Curacao Gaming Authoriti ( certria@gaminglicences.com ) i tamo podnesite žalbu. Iako nema garancije da će vam pomoći, vredi pokušati. Javite mi kako su odgovorili ( peter.m@casino.guru ). Voleo bih da mogu biti od veće pomoći.
Srdačan pozdrav,
Petar
Hi mete121212,
Unfortunately, it seems that the casino made its decision and stopped responding entirely. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Authority (certria@gaminglicences.com) and submit a complaint there. Even though there's no guarantee it will help you, it is worth a try. Let me know how they responded (peter.m@casino.guru). I wish I could be of more help.
Best regards,
Peter
Automatski prevedeno:
Poslali smo Vam e-mail
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.