Hej henrydbombtraxx
Jeg hedder Michal, og jeg har overtaget din klage. Jeg har gennemgået din sag, og jeg har modtaget beviser fra casinoet på, at du har vundet dine gevinster, mens bonussen stadig var aktiv.
Lad mig prøve at forklare det.
Du fik $105 for at prøve webstedet med en kuponkode (105LOKO). Du endte med at vinde over $3000. Du anmodede om en hævning på $2000, og det blev afvist. Supporten sagde, at du kun kunne hæve $105. Du har ikke hævet $105, så teknisk set var bonussen med den maksimale udbetalingsgrænse på 105$ stadig aktiv. Du indsatte yderligere $50, men bonusvilkårene og -betingelserne gælder stadig som nævnt her :
REGLER
INGEN INDSKUDSBONUS (GRATIS CHIPS, GRATIS SPINS)
11. Selvom det ikke er tilladt at blande indskud og en gratis bonus, er vi opmærksomme på, at dette kan ske fra tid til anden. Hvis du af en eller anden grund foretager en indbetaling, mens du bruger en bonus uden indskud (f.eks. gratis chips, gratis spins tilbud osv.), vil indsatskravene og maksimalt tilladte udbetalinger af bonus uden indskud stadig være gældende.
Efter at have indsamlet alle de nødvendige oplysninger, er vi desværre nødt til at være enige i casinoets beslutning i denne sag. Jeg kan kun anbefale, at du læser bonusbetingelserne grundigt igennem, inden du aktiverer eventuelle bonusser, for at undgå skuffelser som denne i fremtiden.
For den anden del af din klage vedrørende udbetalingstiderne. Dette er igen virkelig svært at bedømme. Jeg forstår din pointe og er enig med dig i, at kasinoet skal holde sig til sin annoncerede tidsskala, men husk venligst, at det er ret normalt, at udbetalinger tager et par dage eller endda uger, før de bliver behandlet fuldt ud. Flere faktorer som Licensing Authority, geolocation, kontrakter med betalingsudbyderne og bankrestriktioner har alle stor indflydelse. Hvis en betalingsmetode var tilgængelig for indbetalinger, betyder det ikke nødvendigvis, at den også vil blive tilbudt til udbetalinger, den kan også afbrydes til enhver tid. Desværre er kasinoer nogle gange magtesløse og begrænsede til at tilbyde betalingsmetoder til deres kunder. Med dette i tankerne, kan vi ikke betragte dette som noget uretfærdigt, da selv de bedste casinoer i branchen ikke kan 100% garantere, at spillere bliver betalt inden for få minutter.
Jeg forstår, at dette ikke er en tilfredsstillende løsning på dit problem, men efter at have indsamlet alle de nødvendige oplysninger, mener vi, at der ikke er behov for yderligere undersøgelser, og vi er tvunget til at afvise din klage. Hvis der er noget, jeg har overset, eller hvis du måske har andre oplysninger, der kan kaste et andet lys over denne sag, er du velkommen til at dele dem. Ellers er vi tvunget til at afvise din klage.
Hello henrydbombtraxx
I'm Michal and I have taken over your complaint. I have reviewed your case and I have received evidence from the casino that you gained your winnings while the bonus was still active.
Let me try to explain it.
You were given $105 to try the site with a coupon code (105LOKO). You ended up winning over $3000. You requested a withdrawal of $2000 and it was denied. The support said you could only withdraw $105. You have not withdrawn the $105 so technically the bonus with the max cashout limit of 105$ was still active. You did deposit another $50, but the bonus terms and conditions still apply as mentioned here:
RULES
NO DEPOSIT BONUSES (FREE CHIPS, FREE SPINS)
11. While mixing deposits and a free bonus is not allowed, we are aware that this may happen from time to time. If, for whatever reason, you make a deposit while using a No Deposit Bonus (e.g. Free Chip, Free Spins offer, etc.), the wagering requirements and maximum allowed cash out of the No Deposit Bonus will still apply.
Unfortunately, after gathering all the necessary information, we have to agree with the casino's decision in this case. I can only recommend that you read the bonus T&Cs thoroughly before you activate any bonuses to avoid disappointments like this in the future.
For the other part of your complaint regarding the payout times. This is again really hard to judge. I understand your point and agree with you that the casino should stick to its advertised time scale, however, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. Several factors such as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers. With this in mind, we can't consider this as something unfair as even the best casinos in the industry can't 100% guarantee that players are paid within minutes.
I understand this isn't a satisfactory solution to your issue, but after gathering all the necessary information we don't think any further investigation is needed and we are forced to reject your complaint. If there is something I have overlooked or if you might have other information that will shed a different light on this case, please feel free to share them. Otherwise, we are forced to reject your complaint.
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