Inden jeg åbnede en konto spurgte jeg repræsentanten for casinoet på chat, hvilke beløb der kan hæves pr. dag/uge/måned. Jeg blev informeret om, at det beløb, der kan hæves, er $500 pr. dag, $2.500 pr. uge og $10.000 pr. måned.
Jeg lavede flere indbetalinger på min konto, før jeg anmodede om en udbetaling, bemærkede jeg, at mit VIP-niveau var ret lavt, i et forsøg på at forbedre mit VIP-niveau fortsatte jeg med at satse for at øge mine udbetalingsgrænser.
Jeg satsede utallige dollars, men min VIP-grænse steg ikke; derfor er fortolkningen, at mine tilbagetrækningsgrænser forbliver som angivet i vilkår og betingelser, som er $500 pr. dag, $2.500 pr. uge og $10.000 pr. måned.
Jeg gennemførte bekræftelsen online, som blev accepteret.
Efter vellykket afslutning blev jeg derefter bedt om at indsende yderligere KYC-dokumentation, som blev accepteret, og min kontostatus blev fuldt verificeret. Jeg blev informeret om, at jeg nu kunne anmode om en tilbagetrækning.
Efter anmodningen om udbetaling blev jeg informeret om, at kontoen var under gennemgang af spiludbyderen på grund af gevinsterne. Jeg accepterede denne forsinkelse. Jeg blev informeret om, at jeg kunne have 3 afventende udbetalinger på én gang.
Det står i deres e-mails:
09/08/2024
"Vi forstår, hvor frustrerende og skuffende denne situation er for dig, og vi beklager oprigtigt for ulejligheden. Du skal vide, at vi arbejder utrætteligt for at fremskynde denne proces og sikre, at du modtager dine gevinster så hurtigt som muligt."
Mandag den 12/08 sagde deres e-mail.
"vi gør alt for at fuldføre denne procedure, og så snart vi modtager et svar, vil vi straks give dig mulighed for at hæve dine penge"
Tirsdag den 13/08 modtog jeg et svar på en e-mail, der bekræftede, at de faktisk havde modtaget et svar og ville foretage en udbetaling i dag, hvilket de gjorde.
Naturligvis forventede jeg, at alle tre udbetalinger ville blive betalt den dag i betragtning af den 8-dages forsinkelse i betalingen, jeg spurgte, om alle udbetalinger ville blive betalt fremad rettidigt i overensstemmelse med tidsplanen på deres hjemmeside, og de svarede og oplyste, at alle udbetalinger betales efter fastsatte tidsplaner.
Nedenstående er en kopi af deres tidsplan sendt via e-mail (denomineret i AUD) og derfor stigningen fra $500 til $700:
· 700 vil blive udført den 13.08
· 700 vil blive udført den 22.08
· 700 vil blive udført den 29.08
Da jeg spurgte, hvorfor ovenstående betalingsplan er væsentligt lavere end de beløb, der er anført i vilkårene og betingelserne, var deres svar:
"Virksomheden forbeholder sig retten til at foretage betalinger i henhold til en individuel tidsplan, indstille minimums- og maksimumsbeløbet pr. transaktion og tidspunktet for denne transaktion, som kan variere afhængigt af udbetalingsmetoden, dit kontoniveau eller andre relevante faktorer. "
Det er klart, at omsætningsniveauet ikke spiller ind, når jeg skal bestemme VIP-niveauer, da jeg har satset vanvittigt mange penge – hvilket ikke forbedrede min VIP-position. Derfor ser det ud til, at den eneste "relevante faktor" at tage højde for er det beløb, jeg har indsat.
Der er ingen oplysninger om bestemmelse af VIP-niveauer.
Jeg har simpelthen bedt om, at mine betalinger skal foretages i henhold til tidsplanen i deres vilkår og betingelser - hvilket ville resultere i en samlet tid på 7 måneder for mine gevinster at blive udbetalt, i stedet for den tidsplan, de har produceret, som til $700 pr. uge vil tage 2 år og 7 måneder.
Hvis de er inden for deres rettigheder til med vilje at vildlede deres spillere om beløb og tidsrammer for udbetalinger, så må det være sådan.
Prior to opening an account I asked the representative of the casino on chat what amounts are able to be withdrawn per day/week/month. I was advised that the amount which can be withdrawn is $500 per day, $2,500 per week and $10,000 per month.
I made several deposits into my account, prior to requesting a withdrawal I noticed my VIP level was quite low, in an attempt to improve my VIP level I continued to wager in order to increase my withdrawal limits.
I wagered countless dollars however my VIP limit did not increase; therefore the interpretation is that my withdrawal limits remain as stated in the term and conditions which is $500 per day, $2,500 per week and $10,000 per month.
I completed the verification online which was accepted.
Upon successful completion, I was then asked to submit further KYC documentation which was accepted, and my account status was fully verified. I was advised I could now request a withdrawal.
Following the withdrawal request I was then advised that the account was under review by the game provider due to the wins. I accepted this delay. I was advised that I could have 3 pending withdrawals at once.
The stated in their emails:
09/08/2024
"We understand how frustrating and disappointing this situation is for you, and we sincerely apologize for any inconvenience caused. Please know that we are working tirelessly to expedite this process and ensure you receive your winnings as soon as possible."
On Monday 12/08 their email stated.
"we are making every effort to complete this procedure, and as soon as we receive a response, we will immediately give you the opportunity to withdraw your funds"
On Tuesday 13/08 I received a reply to an email confirming that they had in fact received a response and would make one payout today, which they did.
Naturally I was expecting all three payouts to be paid that day given the 8-day delay in payment, I asked if all payouts would be paid moving forward in a timely manner in accordance with the schedule on their website and they responded advising that all payouts are paid on established schedules.
The below is a copy of their schedule sent via email (denominated in AUD) hence the increase from $500 to $700:
· 700 will be executed on 13.08
· 700 will be executed on 22.08
· 700 will be executed on 29.08
When I asked why the above schedule of payments is significantly lower than the amounts listed in the terms and conditions their response was:
"The Company reserves the right to make payments according to an individual schedule, set the minimum and maximum amount per one transaction, and the time for this transaction, which may differ depending on the withdrawal method, your account level, or other relevant factors."
It’s clear that the level of turnover does not come into play when determining VIP levels as I have wagered an insane amount of money – which did not improve my VIP position. Therefore, it appears that the only "relevant factor" to take into account is the amount of money I have deposited.
There is no information on the determination of VIP levels.
I have simply asked for my payments to be made as per the schedule in their terms and conditions – which would result in a total time of 7 months for my winnings to be paid out, instead of the schedule they have produced which at $700 per week will take 2 years and 7 months.
If they are within their rights to purposely mislead their players about the amounts and timeframes of withdrawals, then so be it.
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