Dragi broussbills,
Hvala vam puno što ste podneli žalbu. Žao mi je što čujem za vaš problem. Možda grešim, ali na osnovu vašeg opisa situacije, verujem da ste igrali sa lepljivim bonusom. Uslovi i uslovi za bonus kazina ukazuju na to da je i to slučaj. Molim vas, pogledajte ovde :
g. Igrač razume da se iznos bonusa depozitnih bonusa ne može povući, jer je samo u svrhu klađenja.
l. Igrač razume da njemu ili njoj nije dozvoljeno da povuče iznos manji od iznosa bonusa.
m. Igrač razume da kada igrač zatraži povlačenje, bez obzira na broj depozita, Kazino će odbiti od igračevog stanja ili dobitaka bilo koji iznos do ekvivalentne vrednosti bonusa na depozit. Takav odbitak će se desiti pre poravnanja.
Ovako, nažalost, funkcionišu lepljivi bonusi. Početna vrednost bonusa će biti oduzeta sa vašeg računa prilikom povlačenja. Na primer, ako deponujete 20 dolara i dobijete bonus od 20 dolara, 20 dolara će biti oduzeto sa vašeg računa kada izvršite povlačenje, stoga morate da imate dovoljno sredstava na svom računu. U osnovi, to je cena koju plaćate za veoma zgodne uslove bonusa kao što su veoma visoka vrednost bonusa, niski zahtevi za klađenje, ili oboje. Razumem vašu frustraciju i da ovo može izgledati nepravedno, ali sve dok kazino navede ovu činjenicu u svojim uslovima bonusa, ne možemo mnogo da uradimo.
Možete li molim vas da nam kažete sa kojim bonusom ste igrali? Molimo postavite link ili promo kod koji ste koristili za aktiviranje ponude ovde u ovoj temi.
Da li vam je kazino savetovao koliko aktivnih sredstava treba da imate da biste zatražili povlačenje? Ako postoji neka druga relevantna komunikacija između vas i kazina, molimo vas da je prosledite na kristina.s@casino.guru . Alternativno, možete ga objaviti ovde.
Hvala vam unapred na odgovoru.
Srdačan pozdrav,
Kristina
Zbog povećanog obima pritužbi u ovo doba godine, molimo za strpljenje dok čekamo naše odgovore. Cilj nam je da objavimo svaku žalbu u roku od 48 sati od podnošenja, ali zadržavamo do 7 dana da odgovorimo na sve naknadne komentare. Pored toga, imajte na umu da će možda biti potrebno malo duže da vaša žalba bude dodeljena rešavaču, jer trenutno upravljamo sa preko 800 žalbi.
Vaše razumevanje je veoma cenjeno. Želimo vam ugodne praznike, a mi ćemo vam se javiti što je pre moguće.
Dear broussbills,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I might be wrong, but based on your description of the situation, I believe that you played with a sticky bonus. The casino's bonus T&Cs indicate that this is the case too. Please, see here:
g. The Player understands that the bonus amount of deposit bonuses cannot be withdrawn, as it is for wagering purposes only.
l. The Player understands that he or she is not allowed to withdraw the amount less than the bonus amount.
m. The Player understands that once the Player requests a withdrawal, regardless of the number of deposits, the Casino will deduct from the Player's balance or winnings any amount up to the equivalent value of the deposit bonus. Such deduction will occur prior to the settlement.
This is, unfortunately, how sticky bonuses work. The initial bonus value will be deducted from your account when making a withdrawal. For example, if you deposit $20 and get a $20 bonus, $20 will be deducted from your account when you make a withdrawal, therefore you need to have enough funds in your balance. Basically, it is the price you pay for very convenient bonus conditions such as very high bonus value, low wagering requirements, or both. I understand your frustration and that this might seem unfair, but as long as the casino states this fact in their bonus terms, there is not much we can do.
Could you please advise which bonus you played with? Please post a link or promo code you used to activate the offer here in this thread.
Did the casino advise how much active balance you should have in order to request a withdrawal? If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.
Thank you very much in advance for your reply.
Best regards,
Kristina
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 800 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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