Kære broussnæb,
Mange tak for din klage. Jeg er ked af at høre om dit problem. Jeg tager måske fejl, men ud fra din beskrivelse af situationen tror jeg, at du har spillet med en klæbrig bonus. Kasinoets bonusbetingelser indikerer, at dette også er tilfældet. Venligst, se her :
g. Spilleren forstår, at bonusbeløbet for indskudsbonusser ikke kan trækkes tilbage, da det kun er til indsatsformål.
l. Spilleren forstår, at han eller hun ikke må hæve beløbet mindre end bonusbeløbet.
m. Spilleren forstår, at når spilleren anmoder om en udbetaling, uanset antallet af indbetalinger, vil kasinoet trække ethvert beløb fra spillerens saldo eller gevinster op til den tilsvarende værdi af indbetalingsbonussen. Et sådant fradrag vil ske forud for afregningen.
Det er desværre sådan klistrede bonusser virker. Den oprindelige bonusværdi vil blive trukket fra din konto, når du foretager en udbetaling. For eksempel, hvis du indbetaler $20 og får en $20 bonus, vil $20 blive trukket fra din konto, når du foretager en udbetaling, derfor skal du have penge nok på din saldo. Grundlæggende er det prisen, du betaler for meget bekvemme bonusbetingelser såsom meget høj bonusværdi, lave omsætningskrav eller begge dele. Jeg forstår din frustration, og at dette kan virke uretfærdigt, men så længe casinoet angiver dette i deres bonusvilkår, er der ikke meget vi kan gøre.
Kan du fortælle, hvilken bonus du spillede med? Indsend venligst et link eller en kampagnekode, du brugte til at aktivere tilbuddet her i denne tråd.
Oplyste casinoet, hvor meget aktiv saldo du skulle have for at anmode om en udbetaling? Hvis der er anden relevant kommunikation mellem dig og casinoet, bedes du videresende den til kristina.s@casino.guru . Alternativt kan du poste det her.
På forhånd mange tak for dit svar.
Med venlig hilsen,
Kristina
På grund af den øgede mængde af klager i løbet af denne tid af året, beder vi venligst om din tålmodighed, mens vi afventer vores svar. Vi tilstræber at offentliggøre hver klage inden for 48 timer efter indsendelsen, men reserverer op til 7 dage til at besvare eventuelle efterfølgende kommentarer. Derudover skal du være opmærksom på, at det kan tage lidt længere tid, før din klage bliver tildelt en resolver, da vi i øjeblikket håndterer over 800 klager.
Din forståelse er meget værdsat. Vi ønsker dig en dejlig ferie, og vi vender tilbage hurtigst muligt.
Dear broussbills,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I might be wrong, but based on your description of the situation, I believe that you played with a sticky bonus. The casino's bonus T&Cs indicate that this is the case too. Please, see here:
g. The Player understands that the bonus amount of deposit bonuses cannot be withdrawn, as it is for wagering purposes only.
l. The Player understands that he or she is not allowed to withdraw the amount less than the bonus amount.
m. The Player understands that once the Player requests a withdrawal, regardless of the number of deposits, the Casino will deduct from the Player's balance or winnings any amount up to the equivalent value of the deposit bonus. Such deduction will occur prior to the settlement.
This is, unfortunately, how sticky bonuses work. The initial bonus value will be deducted from your account when making a withdrawal. For example, if you deposit $20 and get a $20 bonus, $20 will be deducted from your account when you make a withdrawal, therefore you need to have enough funds in your balance. Basically, it is the price you pay for very convenient bonus conditions such as very high bonus value, low wagering requirements, or both. I understand your frustration and that this might seem unfair, but as long as the casino states this fact in their bonus terms, there is not much we can do.
Could you please advise which bonus you played with? Please post a link or promo code you used to activate the offer here in this thread.
Did the casino advise how much active balance you should have in order to request a withdrawal? If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.
Thank you very much in advance for your reply.
Best regards,
Kristina
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 800 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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