Pozdrav svima,
Izvinjavam se zbog kašnjenja.
Prvo, želeo bih da razjasnim situaciju i okolnosti oko FS nivoa 5 i ograničenja koje se na njih primenjuje.
Malo sam kopao i uspeo sam da pronađem prethodnu verziju Uslova i odredbi kazina za bonuse (koristeći javne arhive veb stranica na internetu), koji su bili dostupni na veb stranici kazina 11. februara 2025. godine, tako da su primenjeni na dobitke korisnika u vreme kada ih je akumulirao.

Dakle, uzimajući u obzir deo pravila koji je naveo anthonyfrancisall iznad, pronašao sam ispravnu verziju Uslova i odredbi za bonus kazina. Međutim, podnosilac žalbe nam je dostavio snimak ekrana ovih pravila bez prvog (koji se nalazi u Uslovima i odredbama za bonus kazina sve vreme).
Zatim, gledajući isti snimak ekrana od korisnika, jasno je da kazino navodi da je „maksimalni dobitak koji će biti isplaćen" (maksimalna isplata) koji proizilazi iz bonusa za „prelazak na viši nivo" (pored ostalog) ograničen na maksimalni iznos bonusa.
Stoga, bez obzira na maksimalni iznos isplate od 75 AUD ili iznos bonusa (oko 60$ koji je korisnik uspeo da akumulira od ovog bonusa), izgleda da je kazino ostavio više na stanju korisnika nego što je ispunjavao uslove - njegovo stanje je bilo ograničeno na 150 AUD u trenutku kada su ispunjeni uslovi za klađenje, a njegovo stanje je bilo veće od maksimalnog iznosa isplate. Iako nije jasno da li je to bila greška ili ne, ili je kazino zaista velikodušan i jednostavno ostavlja 2 puta veći maksimalni iznos isplate na stanjima igrača kao gest dobre volje, mislim da možemo potpuno da zatvorimo ovo pitanje. Na osnovu pravila i ograničenja kazina (trenutnih ili važećih/primenljivih u vreme kada se „problem" dogodio), korisniku je ostalo više nego što je ispunjavao uslove.
Dragi time Voodoo kazina ,
Sada, ponovo -> situacija oko bonusa na drugi depozit i pravila o maksimalnim dobicima/maksimalnoj dobiti/maksimalnoj isplati, i njihova primena, jer još uvek nije potpuno jasno, a postoji nekoliko pitanja na koja do sada niste dovoljno ili uopšte odgovorili...
Kada se ispuni uslov klađenja, sav igračev novac se otključava i dobija mogućnost da podnese zahtev za isplatu.
Pošto ste gore naveli da je maksimalna isplata od „ 20x iznos bonusa (50 x 20 = 1000) " primenjena na osporeni dobitak korisnika, ostaću pri tome i zahtevaćemo jasne odgovore i informacije za sledeće:
- Koliki je tačan iznos podnosilac žalbe imao na svom računu kada su ispunjeni uslovi klađenja za bonus na drugi depozit? Da li mu je bilo dozvoljeno da podigne ovaj račun u tom trenutku?
- Šta je trebalo da uradi ako odluči da nastavi da igra sa ovom ravnotežom?
- Ako kazino zahteva od igrača da povuku takva sredstva i vrate ih u kazino kako bi nastavili da igraju (nakon ispunjavanja uslova klađenja), bez pravila za bonus - da li je korisnik dodatno/dovoljno obavešten (barem iskačući prozor/obaveštenje) da će u slučaju da nastavi da igra, Uslovi i odredbe bonusa i dalje važiti, sve do uspešnog povlačenja? Ako jeste, možete li nam, molimo vas, dostaviti snimak ekrana takvog obaveštenja i deo pravila kazina gde je to takođe jasno navedeno?
- Šta se desilo sa korisnikovim povlačenjem 4.000 AUD, a šta se desilo sa ostatkom njegovog dobitka/salda od približno 1.300 AUD pre korekcije stanja i početka igre sa bonus dobicima koji su rezultat Nivoa 7 FS?
- Uzimajući u obzir činjenicu koju ste pomenuli (pravi novac se prvo iscrpljuje), da li dobro razumem da je njegova igra nakon ispunjavanja uslova klađenja za bonus na drugi depozit smatrana igrom sa stanjem pravog novca (koje se može isplatiti), kao što u osnovi sami dnevnici igre ukazuju, jer izgleda da mu je bilo dozvoljeno da počne da igra sa dobicima akumuliranim od drugih bonusa tek kasnije, nakon korekcije stanja (uklanjanja preostalog dela njegovog dobitka koji se može isplatiti od 1.300)?
- U nekom trenutku, stanje korisnika je navodno prilagođeno na 1.000 AUD, ali to nije prikazano u logovima igre. Kada se to dogodilo, kako je stanje prilagođeno i šta se desilo sa ovih 1.000 AUD?
Imajte u vidu da ovo već traje predugo. Stoga, ako ne odgovorite jasno ili dovoljno na sva gore navedena pitanja, ponovo ću biti primoran da zatvorim žalbu kao nerešenu, a indeks bezbednosti kazina na casino.guru će biti adekvatno pogođen.
Ako je potrebno ili vam je to zgodnije, slobodno odgovorite putem e-pošte ( branislav.b@casino.guru ).
Hvala vam na razumevanju. Radujem se vašem odgovoru.
Greetings all,
I am sorry for the delay.
First, I would like to clear up the situation and circumstances around the Level 5 FS and the cap applied to them.
I was digging a bit, and I was able to find a previous version of the casino's Bonus Terms and Conditions (using public archives of websites on the internet), which were available on the casino's website on February 11, 2025, so they were applied to the user's winnings at the time he accumulated them.

So, considering the part of the rules provided by anthonyfrancisall above, I found the correct version of the casino's Bonus Terms and Conditions. However, the complainant provided us with a screenshot of these rules without the first one (which is in the casino's Bonus Terms and Conditions for the entire time).
Then, looking at the same screenshot from the user, it is clear that the casino states that "the maximum winnings that will be paid out" (the maximum cashout) resulting from "level up" (besides others) bonuses is limited to the maximum bonus amount.
Therefore, regardless of the maximum cashout being 75 AUD or the bonus amount (around 60$ the user managed to accumulate from this bonus), it appears that the casino left more in the user's balance than he was eligible for - his balance was capped to 150 AUD at the time the wagering requirements were met, and his balance was higher than the maximum cashout. Although it is not clear whether it was a mistake or not, or whether the casino is really generous, and simply leaves a 2x maximum cashout amount in players' balances as a gesture of goodwill, I think we can close this issue completely. Based on the casino's rules and limits (current or valid/applicable at the time the "issue" occurred), the user was left with more than he was eligible for.
Dear Voodoo Casino Team,
Now, again -> the situation around the 2nd deposit bonus and the maximum winnings/maximum win/maximum cashout rule, and their application, because it is still not completely clear, and there are several questions you have not answered sufficiently or at all so far...
"When wagering requirement is completed all player`s money unlockes and player gets and option to make a withdrawal requests."
Since you stated above that the maximum cashout of "20x the bonus amount (50 x 20 = 1000)" was applied to the user's disputed winnings, I will stick to it, and we will require clear answers and information for the following:
- What was the exact amount the complainant had in his balance when the wagering requirements for the 2nd deposit bonus were met? Was he allowed to withdraw this balance at this point?
- What was he supposed to do if he decided to continue playing with this balance?
- If the casino requires players to withdraw such funds and deposit them back to the casino to continue playing (upon meeting the wagering requirements), without bonus rules - was the user additionally/sufficiently informed (at least a pop-up/notification) that in case he would continue playing, the Bonus Terms and Conditions would still apply, until a successful withdrawal? If so, can you please provide us with a screenshot of such an announcement and part of the casino's rules where it is also clearly stated?
- What happened with the user's withdrawal of 4,000 AUD, and what happened with the rest of his winnings/balance of approximately 1,300 AUD before the balance adjustment and starting playing with the bonus winnings resulted from Level 7 FS?
- Considering the fact you mentioned (the real money is exhausted first), do I understand correctly that his play after meeting the wagering requirements for the 2nd deposit bonus was considered a play with a real money (withdrawable) balance, as basically the game logs themselves indicate, because it appears he was allowed to start playing with winnings accumulated from other bonuses only later, after the balance adjustment (removing the rest of his withdrawable winnings of 1,300)?
- At some point, the user's balance was allegedly adjusted to 1,000 AUD, but it is not shown in the game logs. When did it happen, how was the balance adjusted, and what happened with these 1,000 AUD?
Please note that this has already been taking too long. Therefore, if you do not answer all the above questions clearly or sufficiently, again, I will be forced to close the complaint as unresolved, and the casino's safety index on casino.guru will be adequately affected.
If needed or it is more convenient for you, feel free to reply via email (branislav.b@casino.guru).
Thank you for understanding. Looking forward to hearing from you.
Automatski prevedeno: