Kære Antonio,
Mange tak for at indsende din klage. Jeg er meget ked af at høre om din negative oplevelse. Kan du sende os et link til den specifikke bonus, du har spillet? Jeg har kontrolleret salgsbetingelser og vilkår, og det er det, jeg fandt:
"Landebaserede begrænsninger
Baseret på dit opholdsland gælder begrænsninger for at spille på casinoet, brugen af bonusser, indløsning af gratis chips og / eller indbetalinger via kreditkort. Vi har ret til at ophæve disse begrænsninger på individuelt grundlag. Gå nøje gennem de begrænsninger, der muligvis gælder. Du kan se alle landebegrænsninger i dette PDF-dokument, eller du kan downloade det i MS Word-format for at kontrollere din status.
Du kan kontakte os for at appellere for alle landsbaserede begrænsninger. Casinoet skal vurdere din konto og foretage det endelige opkald baseret på din sag. "
Jeg vil gerne understrege, at ifølge vores fair spilkode https://casino.guru/fair-gambling-codex-for-casinos#restricted-bonuses , mener vi, at kasinoer kun skal give bonusser til spillere, der har lov til at få dem i henhold til Bonus T & Cs. Og hvis casinoet laver fejlen ved at tildele en bonus til en spiller, der ikke burde have modtaget den, burde kasinoet ikke tage den væk fra dem. I stedet for skulle kasinoet acceptere, at det var deres fejl, og udbetale gevinsten til spilleren.
Med venlig hilsen,
Petronela
Dear Antonio,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Please could you send us a link of the specific bonus that you have played? I have checked promotional terms and conditions, and this is what I found:
"Country Based Restrictions
Based on your country of residence, restrictions apply to playing at the Casino, the use of bonuses, redemption of free chips and/or deposits via credit card. We retain the right to lift these restrictions on an individual basis. Carefully go through the constraints that may apply. You may view all country restrictions in this PDF document or you can download it in MS Word format to check your status.
You can contact us in order to appeal for any country-based restriction(s). The Casino shall assess your account and make the final call based on your case."
I would like to emphasize, that according to our fair gambling codex https://casino.guru/fair-gambling-codex-for-casinos#restricted-bonuses, we believe that casinos should only give bonuses to players who are allowed to get them according to the Bonus T&Cs. And if the casino makes the mistake of granting a bonus to a player who shouldn't have received it, the casino shouldn't take it away from them. Instead, the casino should accept that it was their mistake and pay out the winnings to the player.
Best regards,
Petronela
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