Jeg skriver for at indgive en formel klage mod Playfina Casino vedrørende konfiskation af mine gevinster og deres fortolkning af deres bonusvilkår og -betingelser. Jeg indsatte $150 og modtog en 30% indbetalingsbonus på min 4. indbetaling hos casinoet. Jeg spillede med $150 og bonusmidler, indtil jeg havde tabt.
Efter dette tab indsatte jeg yderligere $500 uden nogen bonus og placerede et $500 feature bet, hvilket resulterede i en samlet gevinst på $2000. Jeg forsøgte at hæve $2000, men tilbagetrækningen blev afvist på grund af påståede overtrædelser af bonusvilkårene. Playfina hævdede, at jeg overtrådte bonusvilkårene i forbindelse med min 4. indbetaling, specifikt at min indsatsstørrelse oversteg den maksimalt tilladte, mens jeg brugte bonussen.
Denne beslutning er ulogisk og uberettiget, fordi jeg mistede hele den oprindelige $150 indbetaling og dens medfølgende 30% bonus, før jeg lavede den $500 indbetaling, der gav gevinsterne. Således havde min gevinst på $2000 ingen relation til de tidligere bonusmidler. Da jeg kontaktede support, nægtede live chat-agenten (Ronald) at eskalere min sag og sluttede mig til min "spillermanager" Eva. Jeg forklarede min situation til Eva i detaljer, men hun afviste mine krav og sagde, at beslutningen var endelig, og at vilkårene var overtrådt.
På trods af mine gentagne bestræbelser på at afklare, at mine gevinster udelukkende kom fra et ikke-bonusindskud på $500, fastholdt Eva, at Playfina var berettiget til at konfiskere $1500 af mine gevinster. Jeg mener, at dette er en fejlfortolkning af vilkårene og et bevidst forsøg på at undgå at hædre en legitim sejr.
Jeg anmoder Casino Guru om at gennemgå min sag og hjælpe med at eskalere denne sag, så jeg kan få mine retmæssige gevinster tilbage. Playfinas handlinger er uretfærdige og potentielt vildledende, da de straffede mine efterfølgende indbetalinger for en påstået overtrædelse af en tidligere, fuldt opbrugt indbetalingsbonus. Jeg mener, at dette er i strid med fairplay-principperne. Jeg vil gerne have, at de $1500 i konfiskerede gevinster returneres til min konto og en grundig gennemgang af Playfinas bonuspolitik.
I am writing to file a formal complaint against Playfina Casino regarding the confiscation of my winnings and their interpretation of their bonus terms and conditions. I deposited $150 and received a 30% deposit bonus on my 4th deposit with the casino. I played with the $150 and bonus funds until I had lost.
Following this loss, I deposited an additional $500 without any bonus attached and placed a $500 feature bet, which resulted in a total win of $2000. I attempted to withdraw the $2000, but the withdrawal was rejected due to alleged violations of the bonus terms. Playfina claimed I breached the bonus terms related to my 4th deposit, specifically that my bet size exceeded the maximum allowed while using the bonus.
This decision is illogical and unjustified because I lost all of the original $150 deposit and its accompanying 30% bonus prior to making the $500 deposit that yielded the winnings. Thus, my $2000 win had no relation to the previous bonus funds. When I contacted support, the live chat agent (Ronald) refused to escalate my case and eventually connected me to my "player manager" Eva. I explained my situation to Eva in detail, but she dismissed my claims, stating the decision was final and that the terms were violated.
Despite my repeated efforts to clarify that my winnings came exclusively from a non-bonus $500 deposit, Eva maintained that Playfina was justified in confiscating $1500 of my winnings. I believe this is a misinterpretation of the terms and a deliberate attempt to avoid honoring a legitimate win.
I am requesting that Casino Guru review my case and help escalate this matter so I can recover my rightful winnings. Playfina’s actions are unfair and potentially misleading, as they penalized my subsequent deposits for an alleged violation on a prior, fully depleted deposit bonus. I believe this violates fair play principles. I would like the $1500 in confiscated winnings to be returned to my account and a thorough review of Playfina’s bonus policy enforcement.
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