Kære UMakasi28,
Mange tak for at indsende din klage. Jeg er meget ked af at høre om din negative oplevelse. Jeg tjekkede selv Bonus-vilkårene (https://www.box24slots.com/en-ZA/bonus-rules), og jeg fandt reglen:
„3.4. Indtil kravene til play-through er opfyldt, er det maksimale beløb pr. Spin / bet, der kan placeres, R70. Vi forbeholder os ret til at afvise en udbetaling og annullere enhver gevinst, hvis du placerer et bonuspenge-væddemål højere end den tilladte grænse. "
Vores holdning er nøje forklaret i Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets : Reglen om maksimal indsats er faktisk en industristandard, ligesom det faktum, at en casino har ret til at gribe spillerens gevinster fra bonusspil efter at have overtrådt denne regel. Vi foretrækker ikke at stride mod industristandarder ved at straffe kasinoer, der bruger den maksimale indsatsregel mod spillere fra tid til anden.
Det er dog en helt anden sag, når kasinoet konfiskerede dine gevinster, hvis du spillede i overensstemmelse med vilkårene og betingelserne. Forstår jeg korrekt, at kasinoet informerede dig om, at det maksimalt tilladte væddemål er forskelligt fra det, der er angivet i deres T & C'er?
Kan du venligst angive, hvilken bonus du aktiverede og spillede? Ville du være så venlig og sende mig din spilhistorie sammen med al relevant kommunikation med casinoet? Min e-mail-adresse er kristina.s@casino.guru .
På forhånd tak for dit svar.
Med venlig hilsen,
Kristina
Dear UMakasi28,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Bonus T&Cs (https://www.box24slots.com/en-ZA/bonus-rules) myself and I found the rule:
„3.4. Until the play through requirements have been met, the maximum amount per spin/ bet that can be placed is R70. We reserve the right to decline a withdrawal and void any winnings, if you place a bonus money bet higher than the allowed limit."
Our position is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.
However, it is a completely different case, when the casino confiscated your winnings in case you played in accordance with the T&Cs. Do I understand correctly, that the casino informed you, that the maximum allowed bet is different from the one stated in their T&Cs?
Could you please specify, which bonus you activated and played? Would you be so kind and forward me your game history together with all the relevant communication with the casino? My email address is kristina.s@casino.guru.
Thank you in advance for your reply.
Best regards,
Kristina
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