Kære Biene123,
Baseret på de tilgængelige oplysninger må jeg konkludere, at kasinoet havde ret til at annullere den overdrevne del af bonusmidlerne. Dine samlede gevinster fra de 100 gratis spins beløb sig til €31,80, hvilket var underlagt et 30x omsætningskrav, som angivet i bonusvilkårene. Du har opfyldt dette krav.
Desværre håndhæver mange online casinoer kun bonuslofter, når en udbetalingsanmodning foretages, snarere end umiddelbart efter, at indsatskravene er opfyldt. Selvom vi finder denne praksis mindre gennemsigtig og stræber efter at løse den for at forhindre forvirring, er det stadig en almindelig tilgang, og vi forstår til en vis grad rationalet bag det.
I dit tilfælde blev dine midler aldrig overført til din rigtige saldo på grund af casinoets politik, som siger, at midler opnået fra bonusser uden indskud skal hæves for at fjerne begrænsningen for maksimal gevinst. Da overførslen til rigtige penge aldrig blev udløst, spillede du effektivt med bonusmidler hele tiden.
Jeg forstår, at denne situation kan være frustrerende, og jeg sætter pris på din tålmodighed i denne sag. Hvis du har yderligere spørgsmål, er du velkommen til at kontakte os.
I lyset af dette må jeg desværre meddele dig, at jeg må afvise din klage som uberettiget , da kasinoet handlede i overensstemmelse med dets vilkår og betingelser.
Til fremtidig reference anbefaler jeg kraftigt at læse casinoets vilkår og betingelser, især afsnittene om bonusspil.
Tak for din forståelse, og jeg beklager, at jeg ikke kunne give en mere gunstig løsning. Hvis du har yderligere problemer med dette eller et hvilket som helst andet casino, er du velkommen til at kontakte vores klageløsningscenter. Vi er altid her for at hjælpe dig!
Kære Wanted Win Casino ,
Tak for at give de nødvendige detaljer for at afslutte denne undersøgelse. Det er blevet bekræftet, at fjernelsen af de for store bonusmidler var berettiget.
Jeg vil dog gerne understrege, at den nuværende udbetalingsbaserede tilgang til at fjerne bonus max gevinst begrænsninger er ret uigennemsigtig og kan føre til misforståelser blandt spillere i fremtiden.
For at forbedre brugeroplevelsen og reducere antallet af klager, vil jeg anbefale at revidere processen med at overføre bonusmidler til den reelle saldo umiddelbart efter, at indsatskravene er opfyldt. Dette ville eliminere behovet for to unødvendige transaktioner (en udbetaling og en ny indbetaling). Jeg forstår, at der kan være en grund til dit nuværende setup, men det falder på grænsen af, hvad vi anser for uklart, men stadig noget acceptabelt, i forhold til, hvad der kunne ses som uretfærdigt.
Tak for jeres samarbejde og hensyn.
Bedste hilsner,
Kubo
Dear Biene123,
Based on the available information, I must conclude that the casino had the right to void the excessive portion of the bonus funds. Your total winnings from the 100 free spins amounted to €31.80, which was subject to a 30x wagering requirement, as stated in the bonus terms. You successfully completed this requirement.
Unfortunately, many online casinos enforce bonus caps only when a withdrawal request is made, rather than immediately after the wagering requirements are fulfilled. While we find this practice less transparent and strive to address it to prevent confusion, it remains a common approach, and we do understand the rationale behind it to some extent.
In your case, your funds were never transferred to your real balance due to the casino’s policy, which states that funds obtained from no-deposit bonuses must be withdrawn in order to remove the max win limitation. Since the transfer to real funds was never triggered, you were effectively playing with bonus funds the entire time.
I understand that this situation may be frustrating, and I appreciate your patience in this matter. If you have any further questions, please feel free to reach out.
Given this, I regret to inform you that I must reject your complaint as unjustified, as the casino acted in accordance with its Terms & Conditions.
For future reference, I strongly recommend reading the casino’s Terms & Conditions, particularly the sections related to bonus play.
Thank you for your understanding, and I apologize that I couldn't provide a more favorable resolution. If you have any further issues with this or any other casino, feel free to reach out to our Complaint Resolution Center. We are always here to assist you!
Dear Wanted Win Casino,
Thank you for providing the necessary details to conclude this investigation. It has been confirmed that the removal of the excessive bonus funds was justified.
However, I would like to emphasize that the current withdrawal-based approach for removing bonus max win limitations is quite opaque and may lead to misunderstandings among players in the future.
To improve the user experience and reduce the number of complaints, I would recommend revising the process of transferring bonus funds into the real balance immediately after the wagering requirements are met. This would eliminate the need for two unnecessary transactions (a withdrawal and a new deposit). I understand there may be a reason for your current setup, but it falls at the boundary of what we consider unclear but still somewhat acceptable, versus what could be seen as unfair.
Thank you for your cooperation and consideration.
Best Regards,
Kubo
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