Hej!
Jeg har arbejdet med og skrevet om online casinoer i over 6 år. Jeg befinder mig nu i en lidt knibe med et CONDOR MALTA LTD casino kaldet Casino Sieger, så ikke Tournaverse, som jeg valgte her i dets fravær.
Jeg spillede for nylig på dette casino og lavede en indbetaling for at få 100 gratis spins. Jeg fortsatte derefter med at miste mit indskud. Jeg så ikke de gratis spins på min profil, så jeg spurgte supportagenter om det. De sagde til mig at "gå og prøve nu", og de gratis spins var dukket op.
Jeg vandt så måske €30 med gratis spins. Jeg var nødt til at satse dem bagefter, så efter at alt var sagt og gjort, endte jeg med at have mere end €828,13 under RIGTE PENGE-mærket. Jeg foretog derefter en tilbagetrækning og fik snart at vide, at det var en SUCCES.
Jeg modtog derefter et mærkeligt beløb på €277,40 fra Trustly. Jeg spurgte support, om dette beløb var blevet sendt af kasinoet, og de sagde ja. De sagde, at mine andre gevinster (€550,73) blev frafaldet fra min konto, fordi GRATIS SPINS INGEN DEPOSITUM havde en begrænset maksimal gevinst på €50.
På intet tidspunkt havde jeg fået nogen GRATIS SPINS uden indskud; Jeg havde lige fået mine rigtige spins manuelt af supporten, fordi casinoet ikke fungerede korrekt. Jeg forstår heller ikke, hvorfor de stadig ville betale mig €277,40. Jeg synes, de har rodet noget ret slemt sammen. De hævdede, at dette var penge, jeg havde vundet med rigtige penge, hvilket er vrøvl, da alle gevinsterne var fra de 100 manuelt tilføjede gratis spins.
Jeg kan også huske, at siden optrådte, mens jeg spillede. På et tidspunkt viste det mig, at min bonussaldo var negativ €1,40 eller noget, som jeg undrede mig over. Det ser ud til, at kasinoets system på en eller anden måde er rodet sammen.
Jeg ville naturligvis klage og bede om at få situationen eskaleret. Derefter ville de om et par dage bekræfte via e-mail, at gevinsterne blev frafaldet, fordi gevinsterne for GRATIS SPINS uden indskud var begrænset.
På dette tidspunkt blev jeg meget frustreret, og jeg fortsatte med at forklare i længden, at jeg ikke havde fået nogen GRATIS SPINS uden indbetaling fra siden. Et par dage senere ville de igen bekræfte det samme og sige, at alt blev gjort i henhold til hjemmesidens vilkår.
Jeg føler, at det er rovdrift. Jeg har aldrig gjort krav på nogen GRATIS SPINS uden indskud (jeg lavede indskud for dem alle), men kasinoet bliver ved med at insistere på, at jeg gjorde det – og sender mig dårlige og glansløse forklaringer, der ikke adresserer det, jeg fortalte dem.
Efter at have arbejdet i denne branche i årevis selv, tager jeg ting som dette meget alvorligt. I modsætning til mig har de fleste kunder ikke den ekspertise, der kræves til at argumentere for deres pointer eller se, når noget ikke er rigtigt.
500 euro er mange penge, og kasinoet, der kalder min hævning en succes og ikke kontakter mig personligt – og derefter fortsætter med at betale mig mindre og argumenterer for nonsens – er simpelthen uacceptabelt.
Hi!
I've been working with and writing about online casinos for over 6 years. I now find myself in a bit of predicament with a CONDOR MALTA LTD casino called Casino Sieger, so not Tournaverse which I picked here in its absence.
I recently played at this casino and made a deposit to get 100 free spins. I then continued to lose my deposit. I did not see the free spins on my profile so I asked support agents about it. They told me to "go and try now" and the free spins had appeared.
I then won maybe €30 with the free spins. I had to wager them afterwards, so after all was said and done, I ended up having more than €828.13 under the REAL MONEY label. I then made a withdrawal and was soon told it was a SUCCESS.
I then received a weird amount of €277.40 from Trustly. I asked support whether this amount had been sent by the casino and they said yes. They said that my other winnings (€550.73) were waived from my account because NO DEPOSIT FREE SPINS had a limited maximum win of €50.
At no point had I gotten any NO DEPOSIT FREE SPINS; I'd just been given my real spins manually by the support due to the casino not working properly. I also don't understand why they would still pay me €277.40. I think they messed something up pretty badly. They claimed this was money I'd won with real money, which is gibberish as all of the winnings were from the 100 manually added free spins.
I do remember the site acting up while I was playing as well. At some point it showed me my bonus balance was negative €1.40 or something, which I wondered about. It seems the casino's system is somehow messed up.
Naturally, I would complain and ask for the situation to be escalated. Then, in a few days, they would confirm by email that the winnings were waived because the winnings for NO DEPOSIT FREE SPINS were limited.
At this point, I was getting very frustrated and I continued to explain in length that I had not gotten any NO DEPOSIT FREE SPINS from the site. A couple of days later they would again confirm the same thing and say that everything was done according to the terms of the website.
I feel this to be predatory behavior. I never claimed any NO DEPOSIT FREE SPINS (I made deposits for all of them), yet the casino keeps insisting that I did—and sending me poor and lackluster explanations that do not address what I told them.
Having worked in this industry for years myself, I take things like this very seriously. Unlike me, most customers do not have the expertise required to argue their points or see when something is not right.
500 euros is a lot of money, and the casino calling my withdrawal a success and not contacting me personally—and then continuing to pay me less and arguing nonsense—is simply unacceptable.
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