FAFA29 / JILI Gaming klage over omstridte gevinster
Jeg indbetalte 10 AUD af mine egne midler på min FAFA29-konto.
Jeg har ikke brugt nogen bonus, kampagne, gratis kredit, rabat eller andre salgsfremmende tilbud i forbindelse med de omstridte gevinster.
Gennem normal spiloplevelse på tværs af flere spil på platformen øgede jeg min saldo til cirka 5.996,71 AUD.
Efterhånden som min saldo voksede, øgede jeg mine indsatser og satsede til sidst op til cirka $60 pr. spin. Dette var normalt manuelt spil og ikke resultatet af nogen bonus, automatiseret software eller kendt udnyttelse.
Jeg har indsendt en udbetalingsanmodning på cirka 5.996,71 AUD.
Kort efter blev gevinsterne fjernet fra min konto, og jeg fik besked om, at pengene var fortabt.
Forklaringerne fra FAFA29 har været inkonsekvente:
I meddelelsen om fortabelse anførtes, at midlerne var fortabt på grund af "kampagnevilkår eller inaktivitet".
Efter jeg forklarede, at der ikke var blevet brugt nogen kampagne eller bonus, meddelte supporten senere, at gevinsterne var blevet markeret på grund af "mistænkeligt spil" eller "uregelmæssig spilleaktivitet".
FAFA29 informerede mig derefter om, at de selv ikke havde beviser for, at jeg havde overtrådt nogen regler, men oplyste, at JILI Gaming havde instrueret dem i ikke at behandle udbetalingen.
FAFA29 har fremsat følgende erklæring:
"Fra vores side har vi ingen beviser, der tyder på, at du har overtrådt regler eller bevidst har udført forbudte aktiviteter."
FAFA29 oplyste også, at JILI Gaming havde åbnet sag #6513642, og at sagen var under gennemgang.
Den eneste kommunikation, der blev tilskrevet JILI Gaming, lød:
"Vores tekniske team og supportteam undersøger i øjeblikket problemet og arbejder flittigt på at løse det."
Kommunikationen identificerede ikke:
Enhver specifik regelbrud.
Enhver forbudt adfærd.
Ethvert bevis for bedrageri.
Enhver spilfejl.
Enhver grund til, at gevinsterne bør konfiskeres.
Efterfølgende har FAFA29 gentagne gange anbefalet, at:
Der var ikke truffet nogen endelig afgørelse.
Sagen forblev under behandling af JILI Gaming.
De ventede på JILIs afgørelse.
Men da jeg anmodede om grundlæggende oplysninger vedrørende anmeldelsen, oplyste FAFA29 senere, at de ikke engang kunne bekræfte status for sag #6513642.
Jeg anmodede også om:
Licensoplysninger.
Reguleringsoplysninger.
Gældende vilkår og betingelser.
Klage- og tvistbilæggelsesprocedurer.
FAFA29 gav ikke disse oplysninger, men oplyste i stedet, at de skulle indhente dem og videresende dem senere.
Jeg forsøgte at kontakte JILI Gaming direkte ved hjælp af den e-mailadresse, som FAFA29 har oplyst. Gmail returnerede en leveringsbesked om, at der var et midlertidigt problem med at levere beskeden.
I øjeblikket:
Mine gevinster på cirka 5.996,71 AUD er stadig ubetalte.
Jeg har ikke konstateret nogen specifik regelbrud.
Der er ikke fremlagt beviser for uretmæssigheder.
FAFA29 har udtalt, at de ikke har beviser for, at jeg har overtrådt nogen regler.
De anførte årsager til tilbageholdelsen af gevinsterne har ændret sig under tvisten.
Sagen beskrives som under behandling, men der er ikke givet nogen tidsramme eller meningsfuld statusinformation.
Jeg anmoder FAFA29 og/eller JILI Gaming om at fremlægge beviser, der understøtter konfiskationen af mine gevinster, eller alternativt betale den omstridte saldo fuldt ud.
FAFA29 / JILI Gaming Disputed Winnings Complaint
I deposited AUD $10 of my own funds into my FAFA29 account.
I did not use any bonus, promotion, free credit, rebate, or other promotional offer connected to the disputed winnings.
Through normal gameplay across multiple games provided on the platform, I increased my balance to approximately AUD $5,996.71.
As my balance grew, I increased my bet sizes, eventually wagering up to approximately $60 per spin. This was normal manual gameplay and not the result of any bonus, automated software, or known exploit.
I submitted a withdrawal request for approximately AUD $5,996.71.
Shortly afterwards, the winnings were removed from my account and I was informed that the funds had been forfeited.
The explanations provided by FAFA29 have been inconsistent:
The forfeiture notice stated that funds were forfeited due to "promotion terms or inactivity."
After I explained that no promotion or bonus had been used, support later advised that the winnings had been flagged due to "suspicious gameplay" or "irregular betting activity."
FAFA29 then informed me that they themselves had no evidence that I had violated any rules, but stated that JILI Gaming had instructed them not to process the withdrawal.
FAFA29 provided the following statement:
"From our side, we do not have any evidence suggesting that you violated any rules or intentionally engaged in prohibited activity."
FAFA29 also advised that JILI Gaming had opened Ticket #6513642 and that the matter was under review.
The only communication attributed to JILI Gaming stated:
"Our Technical Team and Support Team are currently investigating and working diligently to resolve the issue."
The communication did not identify:
Any specific rule breach.
Any prohibited conduct.
Any evidence of fraud.
Any game malfunction.
Any reason why the winnings should be confiscated.
Subsequently, FAFA29 repeatedly advised that:
No final determination had been made.
The matter remained under review by JILI Gaming.
They were awaiting JILI's decision.
However, when I requested basic information regarding the review, FAFA29 later stated that they could not even confirm the status of Ticket #6513642.
I also requested:
Licensing details.
Regulatory information.
Applicable terms and conditions.
Complaint and dispute resolution procedures.
FAFA29 did not provide these details and instead advised they would need to obtain them and forward them later.
I attempted to contact JILI Gaming directly using the email address provided by FAFA29. Gmail returned a delivery notification stating there was a temporary problem delivering the message.
At present:
My winnings of approximately AUD $5,996.71 remain unpaid.
No specific rule breach has been identified to me.
No evidence of wrongdoing has been provided.
FAFA29 has stated they have no evidence that I violated any rules.
The reasons given for withholding the winnings have changed during the dispute.
The matter is described as being under review, yet no timeframe or meaningful status information has been provided.
I am requesting that FAFA29 and/or JILI Gaming provide evidence supporting the confiscation of my winnings or alternatively pay the disputed balance in full.
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