Kære josemauricio4710,
Mange tak for at holde mig opdateret. Jeg er ked af at høre, at kasinoet blokerede din konto. Jeg vil forsøge at svare på adskillige udsagn, du påpegede i dine tidligere meddelelser.
Men først og fremmest vil jeg stille dig et par spørgsmål for bedre at forstå situationen og beslutte dig for yderligere skridt vedrørende din klage:
- Kan du sende mig den e-mail, du modtog fra kasinoet, efter at din konto blev blokeret?
- Har du modtaget nogen forklaring på, hvorfor din konto blev blokeret?
- Hvad var saldoen på din konto, da kasinoet blokerede dig?
- Er din konto blevet fuldt verificeret?
Med hensyn til gevinsterne fra dine gratis spins, så har jeg stadig ikke modtaget et link til den bonus du aktiverede og spillede med. Da jeg brugte en chilensk IP-adresse til at få adgang til det link, jeg gav i mit første svar, kunne jeg se, at chilenske spillere ikke kan udbetale gratis velkomstbonusser. Disse bonusser er kun beregnet til underholdning, og det er umuligt at modtage gevinster med rigtige penge fra dem, selvom du opfylder omsætningskravene.
Derudover i henhold til kasinoets regler:
18. Spilleren har kun ret til én gratis jeton mellem indbetalinger; eventuelle gevinster som følge af flere gratis jetoner vil blive ugyldige. For eksempel, hvis en spiller indløser to gratis jetoner i træk, vil han/hun ikke være i stand til at hæve gevinster, der er genereret ved at spille på nævnte jeton.
Denne regel kan forklare, hvorfor casinoet bad dig om at foretage en indbetaling. Hvis du ikke foretog en indbetaling og indløste endnu en gratis jeton (ikke en del af velkomstbonussen), ville dine gevinster blive annulleret. Det er også vigtigt at foretage en indbetaling for at verificere din betalingsmetode og sikre, at gevinster sendes til en betalingsmetode, der udelukkende er under dit ejerskab. Dette er en standardprocedure i mange kasinoer for at forhindre svindel og identitetstyveri.
Kasinoet tilbyder også såkaldte sticky bonusser . I henhold til deres vilkår:
12.Medmindre andet specifikt er angivet, betragtes bonusbeløbet altid som ikke-indbetalingsbeløb og vil blive fjernet fra beløbet på din udbetalingsanmodning. F.eks., hvis spilleren modtager en bonus på $100 og senere anmoder om en udbetaling af $390, vil bonussen på $100 blive fjernet, og udbetalingen vil i alt være $290. Udbetalingsanmodninger foretaget for mindre end den modtagne bonus vil blive afvist og returneret til spillerens konto.
Sticky bonusser er bonusser, der ikke kan trækkes ud, som forbliver i casinoet, når du udbetaler dine rigtige gevinster. Det er afgørende at forstå, at kun de gevinster, der stammer fra bonussen, kan hæves, og selve bonusbeløbet vil altid forblive hos casinoet.
Til sidst forstår jeg din frustration med hensyn til casinoets licensstatus. Mens mange velrenommerede kasinoer opererer under officielle licenser fra myndigheder som UK Gambling Commission, Malta Gaming Authority eller Curaçao GCB, opererer nogle kasinoer uden dem. Licenserede kasinoer er underlagt regulatorisk tilsyn, der sikrer, at de følger strenge regler og standarder, såsom fair gameplay og spillerbeskyttelse. Spillere i licenserede kasinoer kan henvende sig til licensmyndigheden, hvis der opstår problemer, hvilket giver dem et ekstra sikkerhedsniveau. Kasinoer uden en anerkendt licens opererer dog uden for denne ramme, hvilket gør det mere udfordrende for spillere at løse tvister. Mens nogle ulicenserede kasinoer stadig kan handle retfærdigt, reducerer manglen på tilsyn spillerbeskyttelsen i tilfælde af uenigheder.
Dear josemauricio4710,
Thank you very much for keeping me updated. I'm sorry to hear that the casino blocked your account. I'll try to respond to several statements you pointed out in your previous messages.
However, first of all, let me ask you a few questions to better understand the situation and decide on further steps regarding your complaint:
- Could you please forward me the email you received from the casino after your account was blocked?
- Have you received any explanation as to why your account was blocked?
- What was the balance in your account when the casino blocked you?
- Has your account been fully verified?
Regarding the winnings from your free spins, I still haven’t received a link to the bonus you activated and played with. When I used a Chilean IP address to access the link I provided in my first reply, I could see that Chilean players cannot cash out from welcome free bonuses. These bonuses are intended for entertainment only, and it's impossible to receive real money winnings from them, even if you meet the wagering requirements.
Additionally, according to the casino’s rules:
18.The Player is entitled to only one free chip in between deposits; any winnings resulting from multiple free chips will be void. For example, should a Player redeem two free chips in a row, he/she will not be able to withdraw any winnings generated by playing on said chip.
This rule may explain why the casino asked you to make a deposit. If you didn’t make a deposit and redeemed another free chip (not part of the welcome bonus), your winnings would be voided. Making a deposit is also important to verify your payment method, ensuring that winnings are sent to a payment method exclusively under your ownership. This is a standard procedure in many casinos to prevent fraud and identity theft.
The casino also offers what are known as sticky bonuses. According to their terms:
12.Unless specifically stated otherwise, bonus amount is always considered non-cashable and will be removed from the amount of your withdrawal request. E.g., if the Player receives a bonus of $100 and later requests a $390 withdrawal, the $100 bonus will be removed, and the withdrawal will total $290. Withdrawal requests made for less than the bonus received will be denied and returned to the Player's account.
Sticky bonuses are non-withdrawable bonuses that remain in the casino when you cash out your real winnings. It’s crucial to understand that only the winnings derived from the bonus can be withdrawn, and the bonus amount itself will always stay with the casino.
Lastly, I understand your frustration regarding the casino's licensing status. While many reputable casinos operate under official licenses from authorities like the UK Gambling Commission, Malta Gaming Authority, or Curaçao GCB, some casinos operate without them. Licensed casinos are subject to regulatory oversight, ensuring that they follow strict rules and standards, such as fair gameplay and player protection. Players in licensed casinos can turn to the licensing authority if any problems arise, which gives them an additional level of security. However, casinos without a recognized license operate outside this framework, which makes it more challenging for players to resolve disputes. While some unlicensed casinos may still act fairly, the lack of oversight reduces player protection in case of disagreements.
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