Kære bCasino team ,
Tak for den yderligere afklaring. Jeg synes, du har givet nok til at afslutte klagen med et klart resultat.
Din "forklaring" på reglerne for maksimal indsats og funktioner er, at de er standardpraksis inden for vores branche. Det lader til, at kasinoet ikke selv har nogen idé om, hvorfor det har sådanne regler, eller hvordan man anvender dem.
Som nævnt ovenfor er reglerne i orden. Det handler om anvendelsen af reglerne, som var forkert/uretfærdig i denne sag. Du henviste gentagne gange til retfærdighed, integritet osv. men kasinoets handlinger overholder grundlæggende ikke disse definitioner. Det ser snarere ud til, at casinoet bruger almindelige og standardregler (hovedsageligt fokuseret på bonusmisbrugere og imod dem) mod almindelige spillere for at konfiskere deres legitime gevinster.
Derudover ville det være meget interessant at vide, hvordan casinoet fandt ud af, at det var et "bevidst valg" på brugerens side, eller at hans 1 overbet indikerede et bevidst valg, eller hvordan kunne casinoet bevise, at det var med vilje.
Da dette ikke fører nogen steder, og casinoets beslutning forbliver uændret, er der ikke andet at diskutere, og klagen vil blive lukket i overensstemmelse hermed.
Jeg anbefaler, at du læser vores Fair Gambling Codex og vores holdning vedrørende regler for maksimal indsats, afsnit 3.
Kære Richi21 ,
Fra casinoets perspektiv har du brudt bonusreglerne, og teknisk set har de ret til at annullere dine gevinster.
Fra vores perspektiv mener vi, at du utilsigtet overtrådte reglen om maksimal indsats og ikke opnåede en uretfærdig fordel. Den bedste praksis er at håndhæve sådanne betingelser af softwaren, så spilleren ikke har lov til at bryde den af systemet. Selvom vi forstår, at det ikke er standard i dag, mener vi, at enhver lignende sag i det mindste bør vurderes individuelt.
Vi anbefaler altid, at casinoerne betaler spilleren. Vi forstår dog, at nogle casinoer er meget strenge, hvilket er deres beslutning.
Når jeg afslutter alle ovenstående oplysninger, er jeg tvunget til at lukke denne sag som uafklaret.
Jeg er meget ked af situationen. Jeg vil normalt anbefale dig at prøve det med licensmyndigheden/ADR, men de ville sandsynligvis være på casinoets side, da de opførte sig i henhold til deres T&C'er. Men hvis du alligevel har lyst til at prøve det, anbefaler jeg, at du følger instruktionerne i casinoets vilkår og betingelser ( HER , afsnit " 18. Klager og tvister ") og indsender en klage til ADR (eCOGRA) og/eller MGA. HER er også nogle generelle oplysninger om klageprocesser.
I tilfælde af spørgsmål, tøv ikke med at kontakte mig på branislav.b@casino.guru .
Jeg ville ønske, jeg kunne være til mere hjælp. Jeg håber inderligt, at du ikke støder på et problem som dette igen.
Kasinoet kan genåbne denne klage når som helst.
Venlig hilsen,
Branislav, Casino.Guru
Dear bCasino team,
Thank you for the additional clarification. I think you provided enough to close the complaint with a clear result.
Your "explanation" for the maximum bet and features restriction rules is that they are standard practices within our industry. It seems like the casino itself does not have any idea why it has such rules, or how to apply them.
As was mentioned above, the rules are alright. It is about the application of the rules, which was incorrect/unfair in this case. You repeatedly referred to fairness, integrity, etc. but the casino's actions basically do not comply with these definitions. It rather looks like the casino uses common and standard rules (mainly focused on bonus abusers and against them) against regular players, to confiscate their legitimate winnings.
In addition, it would be very interesting to know how the casino found out it was a "deliberate choice" on the user's side, or that his 1 overbet indicated a deliberate choice, or how could the casino prove that it was intentional.
Since this leads nowhere and the casino's decision remains unchanged, based on the reason we do not consider fair/justified to confiscate the user's winnings, there is nothing else to discuss, and the complaint will be closed accordingly.
I recommend you read our Fair Gambling Codex and our position regarding maximum bet rules, section 3.
Dear Richi21,
From the casino's perspective, you breached the bonus rules, and technically they have a right to void your winnings.
From our perspective, we believe that you breached the maximum bet rule unintentionally and did not gain an unfair advantage. The best practice is to enforce such conditions by the software, so the player is not allowed to breach it by the system. Although we understand it is not standard nowadays, we believe that every similar case should at least be evaluated individually.
We are always recommending the casinos pay the player. However, we understand that some casinos are very strict, which is their decision.
Concluding all the information above, I am forced to close this case as unresolved.
I am very sorry about the situation. I would normally recommend you try it out with the licensing authority/ADR, but they would likely be on the casino's side since they behaved according to their T&Cs. However, if you would like to try it anyway, I recommend you follow instructions in the casino's Terms and Conditions (HERE, section "18. Complaints and Disputes") and submit a complaint with ADR (eCOGRA) and/or MGA. HERE are also some general information about complaint processes.
In case of any questions, do not hesitate to contact me at branislav.b@casino.guru.
I wish I could be of more help. I sincerely hope you will not come across a problem like this again.
The casino can reopen this complaint anytime.
Best regards,
Branislav, Casino.Guru
Redigeret af en Casino Guru admin
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