Poštovani Biene123,
Na osnovu dostupnih informacija, moram zaključiti da je kazino imao pravo da poništi preveliki deo bonus sredstava. Vaš ukupan dobitak od 100 besplatnih okretaja iznosio je 31,80 €, što je bilo podložno zahtevu za klađenje 30k, kao što je navedeno u uslovima bonusa. Uspešno ste ispunili ovaj zahtev.
Nažalost, mnoga onlajn kazina primenjuju ograničenja bonusa samo kada se podnese zahtev za povlačenje, a ne odmah nakon što su ispunjeni uslovi za klađenje. Iako smatramo da je ova praksa manje transparentna i nastojimo da je rešimo kako bismo sprečili zabunu, ona ostaje uobičajen pristup i donekle razumemo razloge koji stoje iza toga.
U vašem slučaju, vaša sredstva nikada nisu prebačena na vaš pravi bilans zbog politike kazina, koja kaže da sredstva dobijena od bonusa bez depozita moraju biti povučena kako bi se uklonilo ograničenje maksimalnog dobitka. Pošto transfer na stvarna sredstva nikada nije pokrenut, vi ste efektivno igrali sa bonus sredstvima sve vreme.
Razumem da ova situacija može biti frustrirajuća i cenim vaše strpljenje po ovom pitanju. Ako imate dodatnih pitanja, slobodno nam se obratite.
S obzirom na ovo, sa žaljenjem vas moram obavestiti da moram da odbijem vašu žalbu kao neopravdanu , pošto je kazino postupio u skladu sa svojim Uslovima i odredbama.
Za buduću referencu, toplo preporučujem da pročitate Uslove i odredbe kazina, posebno odeljke koji se odnose na bonus igru.
Hvala vam na razumevanju i izvinjavam se što nisam mogao da pružim povoljnije rešenje. Ako imate dodatnih problema sa ovim ili bilo kojim drugim kazinom, slobodno se obratite našem Centru za rešavanje žalbi. Uvek smo tu da vam pomognemo!
Dragi Vanted Vin Casino ,
Hvala vam što ste dali neophodne detalje za završetak ove istrage. Potvrđeno je da je uklanjanje prekomernih bonus sredstava bilo opravdano.
Međutim, želeo bih da naglasim da je trenutni pristup koji se zasniva na povlačenju za uklanjanje ograničenja bonus maksimalnog dobitka prilično neproziran i može dovesti do nesporazuma među igračima u budućnosti.
Da biste poboljšali korisničko iskustvo i smanjili broj žalbi, preporučio bih da se revidira proces prenosa bonus sredstava u stvarni bilans odmah nakon što se ispune uslovi za klađenje. Ovo bi eliminisalo potrebu za dve nepotrebne transakcije (povlačenje i novi depozit). Razumem da možda postoji razlog za vaše trenutno podešavanje, ali ono pada na granicu onoga što smatramo nejasnim, ali ipak donekle prihvatljivim, u odnosu na ono što se može smatrati nepravednim.
Hvala vam na saradnji i razmatranju.
Srdačan pozdrav,
Kubo
Dear Biene123,
Based on the available information, I must conclude that the casino had the right to void the excessive portion of the bonus funds. Your total winnings from the 100 free spins amounted to €31.80, which was subject to a 30x wagering requirement, as stated in the bonus terms. You successfully completed this requirement.
Unfortunately, many online casinos enforce bonus caps only when a withdrawal request is made, rather than immediately after the wagering requirements are fulfilled. While we find this practice less transparent and strive to address it to prevent confusion, it remains a common approach, and we do understand the rationale behind it to some extent.
In your case, your funds were never transferred to your real balance due to the casino’s policy, which states that funds obtained from no-deposit bonuses must be withdrawn in order to remove the max win limitation. Since the transfer to real funds was never triggered, you were effectively playing with bonus funds the entire time.
I understand that this situation may be frustrating, and I appreciate your patience in this matter. If you have any further questions, please feel free to reach out.
Given this, I regret to inform you that I must reject your complaint as unjustified, as the casino acted in accordance with its Terms & Conditions.
For future reference, I strongly recommend reading the casino’s Terms & Conditions, particularly the sections related to bonus play.
Thank you for your understanding, and I apologize that I couldn't provide a more favorable resolution. If you have any further issues with this or any other casino, feel free to reach out to our Complaint Resolution Center. We are always here to assist you!
Dear Wanted Win Casino,
Thank you for providing the necessary details to conclude this investigation. It has been confirmed that the removal of the excessive bonus funds was justified.
However, I would like to emphasize that the current withdrawal-based approach for removing bonus max win limitations is quite opaque and may lead to misunderstandings among players in the future.
To improve the user experience and reduce the number of complaints, I would recommend revising the process of transferring bonus funds into the real balance immediately after the wagering requirements are met. This would eliminate the need for two unnecessary transactions (a withdrawal and a new deposit). I understand there may be a reason for your current setup, but it falls at the boundary of what we consider unclear but still somewhat acceptable, versus what could be seen as unfair.
Thank you for your cooperation and consideration.
Best Regards,
Kubo
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