Kære Anoek,
Mange tak for at indsende din klage via vores websted. Jeg forstår fuldt ud, hvor vanskelig hele situationen skal være for dig. Jeg har nøje tjekket bonusbetingelserne på hjemmesiden, og jeg må sige, at listen over forbudte spil til bonusspil er ret lang, og din yndlings spilleautomat Twin Spin er inkluderet:
(6.11 Med en aktiv bonus er følgende spil strengt forbudt at spille, Bordspil, Video Poker, Jackpot-spil, Live Casino og følgende slotspil: 1429 Uncharted Seas, Big Bad Wolf, Blood Suckers, Bonanza, Castle Builder, Castle Builder 2, Da Vincis Treasure, Dead or Alive, Dead or Alive 2, Eggomatic, Hellboy, Hot Spin, Immortal Romance, Jackhammer 2, Jammin Jars, Jingle Spin, Jungle Spirit, Koi Princess, Lost Relics, Lucky Angler, Madame Destiny, Max Quest: Raath of Ra, Moon Princess, Peking Luck, Reactoonz, Rich Wilde and the Tome of Madness, Rise of Olympus, Robin Hood - Shifting Riches, Scrooge, Secret of the Stones, Secrets of Atlantis, Simsalabim, Sinbad, Slotomoji, Sushi Bar, Sweet Bonanza, Sweet Bonanza Xmas, Dog House, Turn Your Fortune, Twin Spin , Victorious, Vikings, Who Wants To Be A Millionaire, Wild Swarm, Zombies, SugarPop, Danger High Voltage. I tilfælde af at dette er krænket bonusen og eventuelle gevinster, der stammer fra bonusen, fortabes .)
Desværre, hvis casinoet deler alle de relevante oplysninger på sit websted, er der ikke meget, jeg kan gøre for dig i denne sag. Det er ikke usædvanligt, at kasinoer lægger begrænsninger på bonusspil (begrænsede spil, spiludbydere, maksimal indsats osv.). Jeg forstår, at det ville være lettere for spillerne, hvis de spil, der ikke er tilladt under bonusspil, blev blokeret fuldstændigt, men desværre er det ikke en almindelig praksis. Vi håber dog, at det bliver en almindelig praksis i fremtiden.
Hvad angår rækkefølgen af at satse dine midler under bonusspil, har størstedelen af bonusserne den samme rækkefølge: " Når du spiller under en løbende kampagne eller bonus, debiteres medlemskontoen først saldo for rigtige penge og derefter fra bonuspenge." Desværre , betyder det ikke, at bonusen ikke er aktiv under satsningen på dine rigtige penge først.
Vær opmærksom på, at overtrædelse af betingelserne førte til konfiskation af bonusgevinsten, og det er en irreversibel proces. Jeg er ked af at jeg ikke kunne hjælpe dig mere i denne sag.
Med venlig hilsen,
Petronela
Dear Anoek,
Thank you very much for submitting your complaint through our website. I fully understand how difficult the whole situation must be for you. I carefully checked the Bonus Terms on the website and I must say that the list of forbidden games for bonus play is rather long and your favorite slot machine Twin Spin is included:
(6.11 With an active bonus the following games are strictly forbidden to play, Table Games, Video Poker, Jackpot Games, Live Casino and the following slot games: 1429 Uncharted Seas, Big Bad Wolf, Blood Suckers, Bonanza, Castle Builder, Castle Builder 2, Da Vinci's Treasure, Dead or Alive, Dead or Alive 2, Eggomatic, Hellboy, Hot Spin, Immortal Romance, Jackhammer 2, Jammin Jars, Jingle Spin, Jungle Spirit, Koi Princess, Lost Relics, Lucky Angler, Madame Destiny, Max Quest: Wrath of Ra, Moon Princess, Peking Luck, Reactoonz, Rich Wilde and the Tome of Madness, Rise of Olympus, Robin Hood - Shifting Riches, Scrooge, Secret of the Stones, Secrets of Atlantis, Simsalabim, Sinbad, Slotomoji, Sushi Bar, Sweet Bonanza, Sweet Bonanza Xmas, The Dog House, Turn Your Fortune, Twin Spin, Victorious, Vikings, Who Wants To Be A Millionaire, Wild Swarm, Zombies, SugarPop, Danger High Voltage. In case that this is breached the bonus and any potential winnings derived from the bonus will be forfeited.)
Unfortunately, if the casino shares all the relevant information on its website, there is not much I can do for you in this matter. It is not unusual for casinos to put restrictions on bonus play (restricted games, game providers, maximum bet etc.). I understand that it would be easier for the players, if the games which are not permitted during bonus play were blocked completely, but, unfortunately, that is not a common practice. We hope it becomes a common practice in the future, though.
Regarding the order of wagering your funds during bonus play, majority of the bonuses have the same order: "When playing during an ongoing campaign or bonus, the member's account is first charged of the real money balance and thereafter from the bonus money." Unfortunately, it doesn’t mean that the bonus is not active during the wagering of your real money first.
Please, understand that breaching the terms led to confiscating the bonus winnings and it is an irreversible process. I am sorry I couldn’t help you more in this case.
Best regards,
Petronela
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