Jeg har spillet på dette casino i et stykke tid nu, måske et par måneder. Jeg forsøgte at widthdraw én gang, men blev slået tilbage på id, min licens blev foto beskåret på kun den ene side. Jeg kunne ikke tage endnu et billede på det tidspunkt, fordi min pung med id var tabt, jeg har siden fundet den.
Så som du kan forestille dig, fortsatte jeg med at spille og mistede det!! Det var omkring $800 fra hukommelsen.
Der er flere i uoverensstemmelser først med de oplysninger, jeg fik fra live chat, også fra deres manager. Så da det blev taget til undersøgelse, nægtede de at forklare, hvad problemet var.
Et af hovedpunkterne er i deres seneste e-mail, at de siger, at min notifikation, som jeg modtog, kun var en indikation af, at "MIN CHANCE FOR WINNING ER HØJERE", hvis det var tilfældet, ville de ikke vide det ved blot at se det??, Jeg gav skærmbillede med det samme.
For det andet hævdede de fra begyndelsen, at der var en anomali og sagde til mig i vores samtale: "DENNE SITUATION HAVDE ALDRIG SKET FØR" & de skulle finde ud af hvorfor?. Nu ville de ikke fortælle mig noget, og det tog 2 uger, før de kom tilbage og sagde, at jeg intet havde vundet på begge spins!!!.
Jeg blev dirigeret til en øverste manager fra livechat, da dette skete, og selv manageren lykønskede mig med mine sejre og forsikrede mig "MINE GEVINSTER VIL OVERFØRES TIL MIN KONTO ASAP", de krævede kun et kig på, fordi der var en slags problem, (Jeg går ud fra, måske et softwareproblem). Jeg har skitseret disse samtaler og sendt dem til dig.
Jeg tror, der var et problem, men ved at sige, at jeg mener, at jeg ikke skal straffes på grund af en fejl fra deres side.
Og hvorfor skulle de have et hjul fyldt med forskellige præmier, hvis hver enkelt af dem kan resultere i en "INGEN WIN"-situation. Jeg har læst bonusbetingelserne og vilkårene, ingen steder står der, at dette kan ske.
Hvorfor kun have én sektion med en hemmelig gave/præmie, hvis det kun bringer dig endnu en chance tættere på at vinde??
DEN LIVE CHAT-MANAGER, JEG BLEV OVERGIVET TIL, SÅ DET SKÆRMHOUD, JEG FANG, OG SELV HAN ØNSKADE MIG TILLYKKE med mine sejre med det samme.
HVIS HVAD DER PÅSTÅR ER SAND, HVORFOR VIDSTE DE IKKE DET FAKTA MED DET AT DET?. DE SÅ ALLE Skærmbilledet.
SIDST Hvorfor står der ikke i pop-up-vinduet, der kommer frem: "DETTE SPIN HAR BRUGT DIG EN BEDRE CHANCE FOR AT VINDE EN HEMMELIG PRÆMIE"... DET STAGDE IKKE, AT DER KLART STÅR "JEG HAR VUNNET".
I slutningen af e-mailen takker de mig for at gøre dem opmærksom på noget, jeg ved ikke hvad??.
De tilbød mig 20 spins (som sandsynligvis har omsætningskrav knyttet) som gave!!!
Mit spørgsmål er en gave til hvad??
Bonusreglerne og -betingelserne bør være klart angivet til en start, hele denne situation er forkert.
Jeg forventes bare at tage ordet for det, selvom alle oplysninger siger det modsatte. Dejlig måde at drive forretning på!!!
Jeg håber, du kan hjælpe mig med dette, jeg gør virkelig.
Hilsen Yvette
I have been playing at this casino for a while now maybe a couple of months. I did try to widthdraw once but was knocked back on id, my licence was photo cropped on just one side. I couldn't take another photo at the time because my wallet with id was lost, I have since found it.
So as you can imagine I continued playing & lost it!! It was about $800 from memory.
There are several in discrepancies first with the information I got from live chat, also from their manager. Then once it was taken for investigation they refused to explain what the issue was.
One of the main points is in their recent email they say that my notification that I received was only an indication that "MY CHANCE OF WINNING IS HIGHER", if that were the case wouldn't they know that from simply seeing it??, I provided screenshot straight away.
Secondly from the beginning they claimed there was an anomaly & stated to me in our conversation: "THIS SITUATION HAD NEVER HAPPENED BEFORE" & they needed to find out why?. Now they wouldn't tell me anything & it took 2 weeks before they came back saying I had won nothing on both spins!!!.
I was directed to an upper manager from live chat when this happened & even the manager congratulated me on my wins and assured me "MY WINNINGS WOULD BE TRANSFERRED TO MY ACCOUNT ASAP" they only required a look at because there was some sort of issue, (I assume maybe software issue). I have outlined these conversations and sent them to you.
I believe there was an issue, but in saying that I don't think I should be punished because of a mistake on their side.
Also why would they have a wheel full of different prize's if every one of them can result in a "NO WIN" situation. I read the bonus conditions & the terms & conditions, nowhere does it state this can happen.
Why have only one section with a secret gift/prize if it only brings you another chance closer to win??
THE LIVE CHAT MANAGER I WAS PASSED ONTO SAW THE SCREENSHOT I CAPTURED AND EVEN HE CONGRATULATED ME ON MY WINS STRAIGHT AWAY.
IF WHAT THERE CLAIMING IS TRUE WHY DIDN'T THEY KNOW THAT FACT STRAIGHT AWAY??. THEY ALL SAW THE SCREENSHOT.
LASTLY Why isn't it stated on the pop-up window that appears: "THIS SPIN HAS BROUGHT YOU A BETTER CHANCE OF WINNING A SECRET PRIZE"... IT DIDN'T SAY THAT IT CLEARLY STATES "I HAVE WON".
At the end of the email they thank me for bringing something to their attention, I'm not sure what??.
They offered me 20 spins, (which probably have wagering requirements attached) as a gift!!!
My question is a gift for what??
The bonus rules & conditions should be clearly stated for a start, this whole situation is wrong.
I'm expected to just take there word for it even though all the information says the opposite. Nice way to run a business!!!
I hope you can help me with this I really do.
Regards Yvette
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