Hej!
Først for at give en bedre forståelse, hvorfor jeg besluttede at indgive en klage.
Folkeriket med comeon og mobilebet havde en kampagne kaldet "Evolution 500.000". Denne kampagne sagde, at: hver gang du satser mindst 250 NOK på kvalificerende spil i live casinoet, får du en del af præmiepuljen. Denne kampagne blev opdelt i to runder, så det samlede beløb i præmiepuljen var 1 million NOK. Det maksimale antal stykker blev reguleret til 200 styk hver dag.
Første runde var mellem 1. - 14. december, og pengene skulle gives til spillerne inden 20. december.
Anden runde var 15.-31. december, og pengene vil blive givet til spillerne inden 5. januar.
Når det er sagt, spillede jeg for 67.581 NOK på kvalificerende spil, der gav mig 270 andele af præmiepuljen.
Anden runde spillede jeg for 304.826 NOK, hvilket skulle være 1277 andel.
Nu over til problemet:
Jeg kom i kontakt med supportteamet og ventede på svar. De fortalte mig så, at jeg skulle få 250 NOK for min deltagelse i runde et. Jeg spurgte så loyalitetsteamet, fordi jeg fik en fornemmelse af, at det var et forkert beløb. De 250 NOK fik jeg heller aldrig
Svaret fra loyalitetsteamet var, at i dette tilfælde var det 80 NOK pr. aktie, og da jeg kun havde spillet for 112 Euro, skulle jeg kun få én del af præmiepuljen (80NOK). Disse 80 NOK fik jeg heller aldrig.
At forstå herfra, at de ikke har en anelse om, hvad de skal gøre, er, at for hver 25 euro, du spiller for, er det én brik. Hvordan kan 112 euro så kun være ét stykke?
Jeg fik så beskeden om, at dette var en kampagne med lodtrækning, og det var ikke delt pot.
Med så at give dem bevis på mit spilhistoriske, med hvad kampagnen faktisk sagde. Det svar, jeg fik, var, at sagen var afsluttet.
I forlængelse af sagen og vilkårene for casinoet kan du indgive en klage til casinoet, og §1.4 oplyser, at casinoet har syv hverdage til at give et svar.
Med den formelle klage sendt til kasinoet, har jeg stadig ikke modtaget noget svar (16.01), og det er nu gået over fristen for svar.
I kampagnens vilkår siger de: "Folkeriket forbeholder sig retten til ikke at udbetale en præmie, hvor gevinsterne skyldes en åbenlys fejl eller teknisk fejl (herunder forkerte udbetalinger af spil)"
Efter min spillehistorie har jeg ikke gjort noget forkert og spillet retfærdigt. Jeg kan heller ikke se det som en "åbenbar fejl", både da kasinoer ofte har sådan en kampagne, og selv når tekstens tilstand er med fed tekst (både i vilkårene og forsiden).
Med alle mails mellem mig og loyalitet/support ændrede de hele kampagnen den 05.01.2023. Det er lang tid efter, at kampagnen blev gennemført, og jeg ser det som svindel for ikke at kunne give tilbage til de spillere, der har været med i denne kampagne.
Med alt det sagt og det hele: Jeg fik 1547 andelsstykker i denne kampagne, og da e-mailen fra dem sagde, at hver brik er 80 NOK værd, ser jeg dette som at der mangler 123.760 NOK.
Med alle beviser på, at de har ændret kampagnen efter afslutningen, hvad de har sagt, og hvad den faktiske kampagne sagde i kampagnens tid, ser jeg dette som en FIDEL, og håber, at Casino.Guru kan hjælpe mig med at få det, jeg har spillede for.
Hvis du har brug for mere bevis eller bedre forklaring, vil jeg give det.
Tak
Truls
Hello!
First to give a better understanding, why I did decide to do a complaint.
Folkeriket with comeon and mobilebet had a campaign called "Evolution 500.000". This campaign said that: every time you bet at least NOK 250 on qualifying games in the live casino, you get a share of the prize pool. This campaign was seperated into two round, so the total amount in the prize pool was 1 million NOK. The maximum amount of pieces was regulated to 200 pieces each day.
The first round was between 1st - 14th of december, and the money should be given to the players within 20th of december.
The second round was 15-31th december, and the money will be given to the players within 5th of January.
With that said, I played for 67.581 NOK on qualifying games that gave me 270 shares of the prize pool.
Second round I did play for 304.826 NOk wich should be 1277 share.
Now over to the problem:
I did get in touch with the support team, and waited for reply. They then told me that I should get 250 NOK for my participation in round one. I then asked the loyalty team, because I did get a feeling that this was a wrong amount. The 250 NOK, did i never recieve either
The respond from loyalty team was that in this case it was 80 NOK per share, and since I only had played for 112 Euros, I only should get one share of the prize pot (80NOK). This 80 NOK did i never recieve either.
To understand from here, that they haven't a clue what to do, is for each 25 Euros you play for, it is one piece. How can 112 euros then only be one piece?
I then got the message about this was a campaign with raffle and it was not shared pot.
With then giving them proof of my playing historic, with what the actually campaign said. The respond I got was that the case was closed.
Following the case and the terms for the casino, you can give a complaint to the casino, and §1.4 state that the casino have seven working days to give a respond.
With the formal complaint sent to the casino, I have still not recieved any respond (16.01) and it have now gone over the deadilne for respond.
In the terms of the campaign, they say: "Folkeriket reserves the right not to pay out a prize where the winnings are due to an obvious error or technical error (including incorrect payouts of games)"
At my playing historic says, i haven't done anything wrong, and played fairly. I can't either see that as a "obvious error", both since casinos often have campaign like that, and even when the state of text is in bold text (both in the terms and front page).
With all of the mails between me and loyalty/support they changed the whole campaign on 05.01.2023. This is long after the campaign was done, and i see that as fraud to not be able to give back to the players who have been participated in this campaign.
With all that being said and everything: I did get 1547 share pieces in this campaign, and as the E-mail from them said that each piece is worth 80 NOK, i see this as 123.760 NOK missing.
With all proof of them changing the campaign after the ending, what they have said, and what the actual campaign said in the time of the campaign, I see this as a SCAM, and hope that Casino.Guru can help me get what i have played for.
If you need some more proof or better explanation, I will give it.
Thanks
Truls
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