Kære chadwkerr,
Kasinoets bonusvilkår siger ikke, at det annullerer det. Jeg ved dog, hvad du mener – det står i en anden formulering. Vi ville helt sikkert have brug for flere detaljer fra kasinoet.
I mellemtiden, kan du venligst bekræfte, at du har modtaget $200-udbetalingen via BTC og har spillet den resterende saldo?
Siden du fortsatte med at spille med $1.000, reducerede det, anmodede om en hævning ($480 trukket af kasinoet) og mistede resten af din saldo, forstår jeg så korrekt, at det omstridte beløb er $480, som blev trukket ved anmodning om udbetaling? Hvorfor blev det omstridte beløb sat til $1.000, tak?
Er du desuden sikker på det konto-id, du udfyldte ved indgivelsen af klagen?
Kære Dylan og PlayCroco Casino team ,
Tak for din forklaring.
Først indgav spilleren klagen med det omstridte beløb i CAD. Bruger du venligst USD eller CAD til at udtrykke værdierne?
Desværre mangler der nogle detaljer, som er ret vigtige for at gennemgå problemet tilstrækkeligt fra vores side. Tillad mig derfor at stille dig nogle flere spørgsmål, så vi kan afklare situationen.
Baseret på hvilken regel blev $480 trukket fra spillerens gevinster? Er der nogle specifikke vilkår og betingelser for $100 gratis bonus (CrocoBoost)? Hvis ja, hvor kan jeg finde disse regler?
Spilleren hævdede dog, at han vandt en lobby jackpot.
Dette er reglerne fra kasinoets vilkår og betingelser :
" LOBBY JACKPOTS VILKÅR OG BETINGELSER:
1. For at deltage i casino Lobby Jackpot skal kunder logge ind og manuelt tilmelde sig . Spillere kan også på et hvilket som helst tidspunkt fravælge at bidrage med lobbyjackpotten.
2. Tilmeldte spillere har en chance for at vinde det akkumulerede jackpotbeløb, da et obligatorisk væddemål på 0,01¢ vil blive placeret på hvert spin.
3. Gratis bonusser kan ikke bruges til at bidrage til lobbyjackpotten. Lobbyjackpotter, der vindes, mens du spiller med en saldo, der stammer fra en gratis bonus, vil være underlagt det maksimale udbetalingsbeløb for denne bonus.
4. Lobbyjackpotpræmier tildeles som en saldo med rigtige penge uden omsætningsbegrænsninger og kan straks trækkes tilbage af spilleren. "
Men disse regler fra casinoets bonusvilkår er også relateret til sagen:
" 6. En kampagne betragtes som afsluttet , når en spiller opfylder indsatskravene, eller når saldoen når under $1 . Bemærk, at hvis du spiller en kampagne med en maksimal udbetalingsgrænse, vil kun det maksimale udbetalingsbeløb efter at have opfyldt indsatskravene overføres til din udbetalingssaldo. Enhver saldo over dette beløb vil automatisk blive trukket af systemet.
14. Bemærk venligst, at enhver bonus uden indskud vil have en maksimal udbetaling på 5x det givet bonusbeløb (medmindre andet er angivet), f.eks. $100 bonus - max. udbetaling vil være $500. Der kan ikke gøres undtagelser, hvis en tilfældig jackpot rammes. Reglen annulleres først, når en kundes saldo er nået under $1 .
29. De heri indeholdte vilkår og betingelser repræsenterer den komplette, endelige og eksklusive aftale mellem dig og virksomheden og afløser og fusionerer alle tidligere aftaler, repræsentationer og forståelser mellem dig og virksomheden med hensyn til krav om kampagne- eller bonustilbud. "
Min bemærkning - den sidste regel er også i kasinoets vilkår og betingelser, men forudsat at en spiller accepterer dem ved registrering, og bonussen bruges senere, hvilket betyder, at bonusvilkårene gælder senere, vil bonusvilkårene sandsynligvis have forrang.
Tilvalgte klageren manuelt dette tilbud?
Er det korrekt, at han vandt de omstridte gevinster fra 4 cents, der var i hans saldo efter at have mistet CrocoBoost $100 gratis bonus? Hvis ja, hvilke regler skal gælde for de 4 cents, og hvorfor skulle bonusvilkårene have været gældende for disse 4 cents og gevinster fra dem, hvis de grundlæggende siger, at bonusreglerne ikke gælder for dem, da saldoen faldt under $1?
Kan du give mig spillerens spillogfiler og en historie over hans transaktioner og brugte bonusser, hvis de ikke er inkluderet i spilloggene?
Hvis der skete noget anderledes i forhold til spillerens version og påstande, kan du så præcisere det mere detaljeret?
Du er velkommen til at bruge min e-mail (branislav.b@casino.guru).
Dear chadwkerr,
The casino's Bonus Terms do not say it cancels it. However, I know what you mean - it is stated in a different wording. We would definitely need more details from the casino.
In the meantime, can you please confirm you successfully received the $200 withdrawal via BTC and played the remaining balance?
Since you continued playing with the $1,000, decreased it, requested a withdrawal ($480 deducted by the casino), and lost the rest of your balance, do I understand correctly that the disputed amount is $480 that was deducted upon requesting the withdrawal? Why was the disputed amount set to $1,000, please?
In addition, are you sure about the account ID you filled in upon submitting the complaint?
Dear Dylan and PlayCroco Casino team,
Thank you for your explanation.
First, the player submitted the complaint with the disputed amount in CAD. Do you please use USD or CAD for expressing the values?
Unfortunately, there are some missing details that are quite important to review the issue sufficiently on our side. Therefore, allow me to please ask you a few more questions so we can clarify the situation.
Based on what rule was the $480 deducted from the player's winnings? Are there any specific Terms and Conditions for the $100 Free Bonus (CrocoBoost)? If yes, where can I find these rules?
However, the player claimed that he won a lobby jackpot.
These are the rules from the casino's Terms and Conditions:
"LOBBY JACKPOTS TERMS & CONDITIONS:
1. To participate in the casino Lobby Jackpot customers must login and manually opt-in. Players can also opt-out at any point from contributing the Lobby Jackpot.
2. Enrolled players have a chance to win the accumulated jackpot amount as a compulsory 0.01¢ bet will be placed on every spin.
3. Free bonuses cannot be used to contribute to the Lobby Jackpot. Lobby jackpots won while playing with a balance derived from a free bonus will be subject to the maximum withdrawable amount of that bonus.
4. Lobby jackpot prizes are awarded as a real money balance with no wagering restrictions and can be immediately withdrawn by the player."
But these rules from the casino's Bonus Terms are also related to the matter:
"6. A promotion is considered completed when a player meets the wagering requirements or when the balance reaches below $1. Note that if you are playing a promotion with a maximum cash out limit, upon completing the wagering requirements only the maximum cash out amount will be transferred to your withdrawable balance. Any balance over this amount will be automatically deducted by the system.
14. Please note that any no deposit bonus will have a maximum cash-out of 5x the bonus amount given (unless stated otherwise) e.g. $100 bonus - max. cash-out will be $500. No exceptions can be made if a Random Jackpot is hit. The rule will only be annulled after a customer's balance has reached below $1.
29. The Terms and Conditions contained herein represent the complete, final and exclusive agreement between you and the Company and supersede and merge all prior agreements, representations and understandings between you and the Company with regards to the claiming of any promotional or bonus offers."
My note - the last rule is also in the Casino Terms and Conditions, but provided that a player accepts them upon registration, and the bonus is used later, which means the Bonus Terms apply later, the Bonus Terms should likely prevail.
Did the complainant manually opt in for this offer?
Is that correct that he won the disputed winnings from 4 cents that were in his balance after losing the CrocoBoost $100 Free Bonus? If so, what rules should apply to the 4 cents, and why should the Bonus Terms have applied to these 4 cents and winnings from them if they basically say the bonus rules do not apply to them since the balance fell under $1?
Can you please provide me with the player's game logs and a history of his transactions and used bonuses if they are not included in the game logs?
If anything happened differently compared to the player's version and claims, can you please clarify it in more detail?
Feel free to use my email (branislav.b@casino.guru).
Redigeret af en Casino Guru admin
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