Kære saniasadovuy ,
Jeg har modtaget den komplette spillog fra kasinoet. I første omgang troede jeg, baseret på de tilgængelige oplysninger, på, at dine gevinster var begrænset til en maksimal gevinstværdi på 2.000 UAH. Spilleloggene indikerer dog noget andet. Når indsatskravene for bonussen var opfyldt, og efter et væddemål placeret den 1. november kl. 10:03, havde du en saldo på 1.147,15 UAH. Hvis din saldo havde overskredet den maksimale bonusgevinstgrænse og været begrænset til 2.000 UAH på det tidspunkt, ville vi betragte bonuspengene som værende overført til din rigtige saldo og derfor ikke underlagt yderligere lofter.
Desværre anvender mange online casinoer kun bonuslofter, når en udbetalingsanmodning foretages, snarere end umiddelbart efter, at indsatskravene er opfyldt. Selvom vi finder denne praksis mindre gennemsigtig og sigter mod at løse den for at undgå forvirring, er den almindelig, og vi forstår rationalet bag det. I dit tilfælde blev dine midler aldrig overført til din reelle saldo på grund af casinoets politik, som foreskriver, at midler opnået fra bonusser uden indskud skal hæves for at fjerne begrænsningen for den maksimale gevinst.
Derudover har du, som vist på det skærmbillede, du har givet, indløst mindst fire bonusser uden indskud mellem 1. september 2024 og 1. november 2024, mens din sidste indbetalingsbonus blev indhentet den 23. februar 2024. Vær opmærksom på, at fortløbende indløsning af bonusser uden indskud er forbudt på de fleste online casinoer. I dette tilfælde anmodede 1Go Casino om, at du foretager en indbetaling, hvilket du gjorde efter at have opfyldt bonusomsætningskravene, så dette bør ikke betragtes som en grund til at annullere den overskydende saldo. Men da den rigtige pengeoverførsel aldrig blev udløst, spillede du i det væsentlige med bonusmidler hele vejen igennem.
I lyset af dette må jeg desværre meddele dig, at jeg må afvise din klage som uberettiget , da kasinoet handlede i overensstemmelse med dets vilkår og betingelser.
Til fremtidig reference anbefaler jeg kraftigt at læse casinoets vilkår og betingelser, især afsnittene om bonusspil.
Tak for din forståelse, og jeg beklager, at jeg ikke kunne give en mere gunstig løsning. Hvis du har yderligere problemer med dette eller et hvilket som helst andet casino, er du velkommen til at kontakte vores klageløsningscenter. Vi er altid her for at hjælpe dig!
Kære 1Go Casino ,
Tak for at give de nødvendige detaljer for at afslutte denne undersøgelse. Det er blevet bekræftet, at fjernelsen af de for store bonusmidler var berettiget.
Jeg vil dog gerne understrege, at den nuværende udbetalingsbaserede tilgang til at fjerne bonus max gevinst begrænsninger er ret uigennemsigtig og kan føre til misforståelser blandt spillere i fremtiden.
For at forbedre brugeroplevelsen og reducere antallet af klager, vil jeg anbefale at revidere processen med at overføre bonusmidler til den reelle saldo umiddelbart efter, at indsatskravene er opfyldt. Dette ville eliminere behovet for to unødvendige transaktioner (en udbetaling og en ny indbetaling). Jeg forstår, at der kan være en grund til dit nuværende setup, men det falder på grænsen af, hvad vi anser for uklart, men stadig noget acceptabelt, i forhold til, hvad der kunne ses som uretfærdigt.
Tak for jeres samarbejde og hensyn.
Dear saniasadovuy,
I have received the complete game logs from the casino. Initially, based on the accessible information, I believed your winnings were capped at a maximum win value of 2,000 UAH. However, the game logs indicate otherwise. Once the wagering requirements for the bonus were fulfilled, and following a bet placed on November 1st, at 10:03, you had a balance of 1,147.15 UAH. Had your balance exceeded the maximum bonus win limit and been capped at 2,000 UAH at that time, we would consider the bonus money to have been transferred to your real balance and therefore not subject to any further caps.
Unfortunately, many online casinos apply 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 aim to address it to avoid confusion, it is common, and we do understand the rationale behind it. In your case, your funds were never transferred to your real balance due to the casino's policy, which stipulates that funds obtained from no-deposit bonuses must be withdrawn in order to remove the max win limitation.
Additionally, as shown in the screenshot you provided, you redeemed at least four no-deposit bonuses between September 1, 2024, and November 1, 2024, while your last deposit bonus was claimed on February 23, 2024. Please be aware that the consecutive redemption of no-deposit bonuses is prohibited at most online casinos. In this instance, 1Go Casino requested that you make a deposit, which you did after fulfilling the bonus wagering requirements, so this should not be considered a reason to void the excess balance. However, since the real funds transfer was never triggered, you were essentially playing with bonus funds throughout.
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 1Go 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.
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