Hej!
Jeg spillede 2 indskudsbonusser på Rocknrolla uden held. så jeg indbetaler til den 3. indbetalingsbonus. Jeg har bedre held med den bonus og satser hole bonussen. da jeg havde 1 spinn tilbage af væddemålet, havde jeg beløbet fra 109000uBTC (3990Usd), efter at spinn ændredes mit beløb til 54.789.82uBTC (1896 usd) spørger jeg chatten hvorfor? og de fortalte mig, at de havde en maxwin på den bonus til et beløb på 50000uBTC. Jeg havde læst alle vilkårene for bonussen, og der er intet om en maxwin i reglerne. Jeg kontakter chatten igen og spørger dem, hvor jeg kan finde reglerne, de henviser til på deres side. det svar, jeg får, følger fra chatten "Vi siger her, at dette er den nuværende maksimale udbetaling. Jeg er ikke i stand til at præcisere yderligere for dig, da det er det, denne bonus er sat til"
så de bekræfter, at det ikke er i reglerne.
Jeg føler, at dette var forkert, men jeg ønsker ikke at være et problem for kasinoet, fordi jeg havde 1896 usd i uBTC tilbage på kontoen. Jeg foretog en hævning på de penge, efter at de bad mig om at sende billeder til verifikation. Jeg sender dem alle de billeder, de bad om. det var pas, adresse og en selfie med papir, da jeg havde skrevet datoen på. efter det hørte jeg ikke noget, så jeg spurgte chatten, hvorfor det tager den tid, og de svarer, at de arbejder på det. i går modtog jeg en mail, og jeg tænker, at jeg fint burde få min hævning. det er hvad de skriver til mig..."
Hej Swara,
Desværre har vores KYC & AML-team informeret mig om, at de ikke er i stand til at bekræfte din konto hos os, og at vi må lukke den. I henhold til virksomhedens politik giver vi dig mulighed for at hæve dit seneste indskud, som i dette tilfælde er 4.988,04 uBTC. Vi har sat din saldo til dette beløb nu. Foretag venligst en ny udbetalingsanmodning, og vi vil behandle den så hurtigt som muligt.
det er efter jeg har sendt dem alle de dokumenter, de bad om. Jeg har ikke gjort noget forkert, og hvis de fortalte mig, at de har brug for flere billeder for at bekræfte min konto, skulle jeg sende dem flere billeder. men de bad aldrig om det, før de tog denne beslutning.
Så først tog de 2000 usd, så tog de 2000 usd mere for absolut ingen grund. Jeg er totalt ked af det og aner ikke hvad jeg skal gøre for at få mine penge tilbage. Jeg håber, at du kan hjælpe mig med at løse dette problem for mig.
Jeg har printscreen billeder og e-mails for at bekræfte dette, hvis du har brug for det.
Hello!
i played 2 deposit bonuses on Rocknrolla without any luck. so i deposit for the 3rd deposit bonus. I have better luck on that bonus and wager the hole bonus. when i had 1 spinn remaning off the wager i had the ammount off 109000uBTC (3990Usd) after that spinn my ammount changed to 54,789.82uBTC (1896 usd) i ask the chatt why? and they told me that they had a maxwin on that bonus for the amount of 50000uBTC. i had read all the terms of the bonus and there is nothing about a maxwin in there rules. i contakt the chat again and ask them where i can find the rules they refer to on there site. the answear i get is followin from the chatt "We are saying here, that this is the current maximum payout. i am not able to clerify any further for you as that is what this bonus is set to"
so they confirm its not in the rules.
i feel that this was wrong but i dont want to be a problem for the casino becouse i had 1896usd in uBTC left on the account. i made a withdraw on that money, after that they asked my to send in pictures for verifacation. i send them all the pictures they asked for. it was passport, adress and a selfie with a paper when i had written the date on. after that i didnt heard anything so i asked the chat why its taking that time and they answear that they working on it. yesterday i recived a mail and i think that i finely should get my withdraw. this is what they write to me.... "
Hi Swara,
Unfortunately, our KYC & AML team have informed me that they are not able to verify your account with us and that we must close it down. Per company policy, we will allow you to withdraw your most recent deposit which in this case is 4,988.04 uBTC. We have set your balance to this amount now, please make a new withdrawal request and we will process it as soon as possible.
this is after i send them all the documents they asked for. i have not doing anything wrong and if they told me that they need more pictures to verify my account i should send them more pictures. but they never asked fore that before they took this decision.
So first they took 2000usd then they took 2000usd more for absolutly no reeson. i am totaly sad and have no idea what i should do to get my money back. I hope that you can help me to solve this problem for me.
i have printscreen pictures and emails to confirm this if you need it.
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