Jeg søgte nogle casinosider og kom forbi denne. Jeg havde allerede en konto og fandt ud af, at jeg havde 5€ i "rigtig saldo", hvilket åbenbart var en "gratis kontant"-bonus eller noget. Husk, at der ikke var nogen måde at sige det på, da der er en separat "rigtige penge"-sektion, hvor min saldo blev vist, og "bonus"-penge er der heller ingen "bonus"-sektion. Disse 5€ blev vist i sektionen "rigtige penge".
Jeg spillede lidt rundt og fik 99€, som jeg ved er ret almindelig max udbetaling for gratis penge og sådan noget, som jeg havde en mistanke om, det kunne være. Jeg foretog derefter en tilbagetrækning den 27/2/24 og fik denne e-mail:
"Ved gennemgang af din udbetalingsanmodning kan vi se, at de gratis kontanter, du har modtaget, ikke blev spillet og hævet inden for 7 dage efter modtagelsen. I henhold til bonusvilkårene og -betingelserne er den gratis kontantbonus og eventuelle gevinster afledt deraf ikke hævet inden for 7 dage efter modtagelsen annulleres.
Vi har derfor annulleret din udbetalingsanmodning og annulleret gevinsterne.
Vi undskylder for ulejligheden og skuffelsen, og vi inviterer dig til at fortsætte med at spille på vores side.
Hvis du har spørgsmål, bedes du besvare denne e-mail eller kontakte vores kundesupport via live chat på vores side."
Det er ret klart for mig, at de kun annullerer alt, fordi det lykkedes mig at vinde noget. Jeg forstår ikke, hvordan det nogensinde kunne være mit ansvar at vide, om min "rigtige" balance bliver ugyldig. Der var ingen information om, at dette var "gratis penge/bonus(?)" nogen steder, ej heller at det er "udløbet" og vil blive annulleret. Hvad jeg mener med dette er, hvorfor var det stadig der at blive spillet med i første omgang, hvis det var "udløbet"? Det giver bare ingen mening. Fra mit perspektiv havde jeg RIGTIG saldo på min konto, som jeg spillede med. Jeg svarede og bad dem om at rette dette, da dette klart strider mod fair gambling-principper i MGA.
Som jeg også nævnte på min mail til dem (sendt 27.2.24, som de ikke har svaret på), at jeg synes de burde gøre en indsats for at fjerne "udløbne" "gratis kontanter" eller bonusser fra spillere, så denne slags ting ville ikke ske i fremtiden. Jeg har brugt sikkert over hundrede websteder, og den slags praksis bruges af de fleste, hvis ikke alle.
Det er ikke en stor sum penge, men jeg føler, at det er min forpligtelse som spiller og kasinoentusiast at prøve at kæmpe for fair spil og gennemsigtighed, så den slags ting ville ikke ske i fremtiden. I hvert fald ikke under MGA. Jeg sætter pris på din hjælp i denne sag.
I was looking up some casino sites and came by this one. I had an account already and found out that I had 5€ of "real balance", which apparently was some "free cash" bonus or something. Keep in mind that there was no way to tell that, as there is separate "real money" section where my balance was showing, and "bonus" money also there is no "bonuses" section. This 5€ was showing in the "real money" section.
I played around a bit and got to 99€ which I know is pretty common max cashout for free money and such, which I had a suspicion this might be. I then made a withdrawal on 27/2/24 and got this email:
"On review of your withdrawal request, we see that the free cash you received was not played and withdrawn within 7 days of receipt. According to the Bonus Terms and Conditions, The Free Cash Bonus, and any winnings derived therefrom, not withdrawn within 7 days of receipt are voided.
We have therefore cancelled your withdrawal request, and voided the winnings.
We do apologize for any inconvenience and disappointment, and we invite you to continue playing on our site.
Should you have any questions please reply to this email or contact our customer support via live chat on our site."
It's pretty clear to me that they are only voiding everything because I managed to win something. I don't understand how it could ever be my responsibility to know if my "real" balance is gonna get voided. There was no info about this being "free money/bonus(?)" anywhere, nor that it has "expired" and is gonna be voided. What I mean by this is why was it still there to be played with in the first place if it was "expired"? It just makes no sense. From my perspective I had REAL balance on my account, which I played with. I responded asking them to correct this, as this is clearly against fair gambling principles of the MGA.
As I also mentioned on my email to them (sent 27.2.24, which they haven't answered to), that I think they should make the effort to remove "expired" "free cash" or bonuses from players, so this kind of thing would not happen in the future. I have used probably over hundred sites and that kind of practice is used by most if not all of them.
It's not a big sum of money, but I feel like its my obligation as a player and casino enthusiast to try and fight for the fair gambling and transparency, so this kind of things wouldn't happen in the future. At least not under the MGA. I appreciate your help in this matter.
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