Tak for bekræftelsen, Jezzyundrafet.
Vi har modtaget din fulde gameplay-log fra 1. januar 2023 til 28. januar 2023 inklusive dine indskud eller eventuelle nedskæringer/fradrag. Dette viser tydeligt, og du har også bekræftet, at du kun spillede de 20 gratis spins den 19. januar, og dermed blev den maksimale gevinstgrænse på €50 anvendt. Der blev kun foretaget ét fradrag fra gevinsten på €3200 til den maksimale gevinstgrænse på €50. Der er ikke foretaget dobbelt indsats eller dobbelt fradrag. Hele tiden har du spillet med bonussen, så det er derfor, gevinsterne er blevet trukket til det maksimale gevinstbeløb for den bestemte bonus. Octocasino har handlet i overensstemmelse med deres T&C'er, og fradraget af gevinsterne blev foretaget med rette. Forstå venligst, at gevinsterne "bare" var bonuspenge og som sådan er underlagt bonusreglerne. Dette er en almindelig regel, og du var desværre ikke berettiget til de overskydende gevinster.
Som jeg nævnte tidligere, er jeg enig med dig i, at livechat-operatøren ikke har informeret dig korrekt, og kasinoet indrømmede det, men dette var bestemt utilsigtet, da operatøren højst sandsynligt ikke havde alle de nødvendige oplysninger i øjeblikket. Jeg forstår, at dette gav dig det forkerte indtryk af, at du spillede med rigtige penge, men det var desværre ikke tilfældet. Det har kasinoet undskyldt for og har som tegn på god vilje givet dig et "kompensationstilbud". Det er op til dig, om du accepterer tilbuddet eller ej, men vi synes, det er en fair tilgang.
Efter at have indsamlet alle de nødvendige oplysninger er der desværre ikke meget mere, der kan gøres.
Fortæl mig venligst, om vi kan betragte denne sag som løst, eller hvis du mener andet, vil jeg lukke denne klage som Afvist - Ubegrundet klage.
Thank you for the confirmation, Jezzyundrafet.
We have received your full gameplay log from 1st January 2023 until the 28th January 2023 including your deposits or any cuts/deductions. This clearly shows and you have confirmed that as well that you were playing the 20 free spins only on 19th January and thus the maximum win limit of €50 was applied. There was only one deduction done from the winnings of €3200 to the maximum win limit of €50. No double wagering or double deduction has been done. The whole time you have been playing with the bonus so that's why the winnings have been deducted to the maximum winning amount for the certain bonus. Octocasino has acted according to their T&Cs and the deduction of the winnings was done rightfully. Please understand that the winnings were "just" bonus money and as such are subject to the bonus rules. This is a common rule and you were unfortunately not entitled to the excess winnings.
As I mentioned previously I agree with you that the livechat operator has not informed you correctly and the casino admitted that, but this was definitely unintentional as the operator most likely didn't have all the required information at the moment. I understand that this gave you the wrong impression that you were playing with real money, but unfortunately, this was not the case. The casino has apologized for that and as a sign of good will have made you a "compensation offer". It is up to you if you accept the offer or not, but we think this is a fair approach.
Unfortunately, after gathering all the necessary information there is not much further that can be done.
Please let me know if we can consider this case resolved, or if you feel otherwise I will close this complaint as Rejected - Unjustified complaint.
Automatisk oversættelse:![](https://static.casino.guru/res/202412171359/images/svg/translated-by-google.svg)