Zdravo svima,
Istra?ili smo nalog igra?a i prona?li slede?e:
Registracioni bonus je zatra?en 11.09.2023. u vrednosti od 5 EUR
Bonus za registraciju se dodaje na ra?une igra?a nakon verifikacije adrese e-po?te.
Ovo treba zatra?iti putem e-po?te, gde su navedeni uslovi i odredbe.
Nakon preuzimanja besplatnog bonusa, igra?u je poslata e-poruka sa potvrdom sa uslovima i odredbama i pregledom igre
https://vvv.boocasino.com/en/tnc/registration-complete-bonus
Dana 2023-09-11 igra? je uplatio depozit od 8 EUR kako bi mogao da podnese zahtev za povla?enje
Da biste mogli da podnesete zahtev za povla?enje, stanje opklade mora biti u potpunosti odigrano i depozit mora biti upla?en na ra?un.
Ovo je pomenuto u gore navedenim Uslovima i odredbama bonusa za registraciju:
Morate da ispunite uslove za kla?enje bonusa pre nego ?to budete u mogu?nosti da zatra?ite povla?enje. Zahtev za kla?enje ovog bonusa je 60 puta ve?i od iznosa bonusa. (Pogledajte ? Nedozvoljene igre " za listu nedozvoljenih igara).
Bonus se daje samo u svrhu kla?enja i bi?e uklonjen sa va?eg ra?una kada zatra?ite povla?enje.
Zahtev za povla?enje je podnet istog dana za 191,00 evra
Zahtev za povla?enje je odbijen 2023-09-12 za stavljanje opklada ve?e od 10% iznosa bonusa.
Opklade su stavljene na vrednost od 3,5 evra, 2 evra, 4 evra i 7,5 evra
Odredbe i uslovi registracijskog bonusa navode slede?e:
4. Kla?enje vi?e od 4,00 € po okretu ili 10% primljenog bonusa (manji od ta dva) na slot igricu
Po?to je tra?eni bonus bio 5 EUR, iznos opklade ne mo?e biti ve?i od 0,50 EUR (manji od 4 EUR)
Istorija igara za igra?a je poslata na [email protected] prema zahtevu.
Svi igra?i imaju pristup svojoj istoriji igara u odeljku Istorija transakcija na svom nalogu.
Iz bezbednosnih razloga, Istoriju igara mo?e da zatra?i samo vlasnik naloga putem e-po?te.
Ovo se ne mo?e zahtevati putem ?askanja u?ivo i ne mo?e se poslati po?tom na adresu stanovanja igra?a.
Pregledali smo istoriju ?askanja igra?a i prona?li slede?e:
Igra? je obave?ten o igrama koje nisu dozvoljene i veza je pru?ena
Igra? je zatvorio razgovor na agentu dok je proveravao nalog u vezi sa istim zahtevom u ta?ki 7
Igra? je pitao u vezi sa ta?kom 7 i agent je rekao da stanje opklade mora biti popunjeno da bi mogao da podnese zahtev za povla?enje
Igra? je zatvorio ?askanje dok je agent otvorio ?askanje
Igra?u je re?eno da je zahtev za povla?enje u razmatranju i da ?e dodatna a?uriranja biti dostavljena putem e-po?te od Tima za verifikaciju
Igra? je zahtevao da se informacije o nalogu po?alju na njegovu adresu stanovanja za njegovog advokata, agent za podr?ku je rekao da to nije mogu?e i da poka?e advokatu svoj nalog
Igra? je pitao u vezi sa upla?enim depozitom i besplatnim bonusom, tvrdio je da je napravio gre?ku sa depozitom, zahtevao je uklanjanje opklade i zahtevao povra?aj novca kada su agenti za podr?ku obavestili da se opklada ne mo?e ukloniti i da se mora igrati.
?eleli bismo da se pozovemo na na?e Uslove i odredbe u vezi sa razgovorom br. 7 sa na?im agentom.
Igra? je tvrdio da je slu?ajno deponovao bonus i zahtevao da se ukloni saldo opklade.
Kao ?to je navedeno u odredbama i uslovima registracijskog bonusa:
Ako ste primili bonus i ne ?elite da igrate sa njim, mo?ete kontaktirati korisni?ku podr?ku da vam bonus ukloni. Me?utim, ovo morate u?initi pre nego ?to polo?ite opkladu nakon ?to je bonus primljen. Polaganjem opklade nakon ?to primite bonus, prihvatate bonus i sve primenljive uslove.
Bonus za registraciju je zahtevan, a odigrano je vi?e rundi pre nego ?to je upla?en depozit.
Bonus za registraciju je zahtevan besplatni bonus, a ne bonus na depozit
Trebalo je da se popuni bilans opklade od besplatnog bonusa.
Da je opklada uklonjena, dobici bi tako?e bili uklonjeni, jer su dobici napravljeni od besplatnog bonusa koji se tra?i.
Zbog toga su na?i agenti ispravno savetovali igra?a u skladu sa odredbama i uslovima besplatnog bonusa koji je potra?ivan i aktivan na nalogu igra?a.
Obavestite nas ako je potrebno jo? ne?to.
Srda?an pozdrav,
Predstavnik kazina Boo
Hello All,
We have investigated the player account and have found the below:
A Registration bonus was claimed on 2023-09-11to the value of 5 EUR
A Registration Bonus is added to player accounts upon verification of the email address.
This needs to be claimed by email, where the Terms and Conditions are listed.
After the Free Bonus was claimed, a confirmation email was sent to the player with the Terms and Conditions and Game Overview
https://www.boocasino.com/en/tnc/registration-complete-bonus
On 2023-09-11 a deposit of 8 EUR was made by the player as required to be eligible to submit a withdrawal request
In order to be eligible to submit a withdrawal request, the wager balance must be fully played and a deposit must be made to the account.
This is mentioned in the Registration bonus Terms and Conditions above:
You must complete the bonus wagering requirements before being able to request a withdrawal. The wagering requirement of this bonus is 60 times the bonus amount. (Please see "Non-Allowed Games" for list of non-allowed games).
The bonus is given for wagering purposes only, and will be removed from your account balance when you request a withdrawal.
A withdrawal request was submitted the same day for EUR 191.00
The withdrawal request was declined on 2023-09-12 for placing bets larger than 10% of the bonus amount.
Bets were placed to the value of 3.5 EUR, 2 EUR, 4 EUR, and 7.5 EUR
The Registration Bonus Terms and Conditions state the below:
4. Betting more than €4.00 per spin or 10% of the received bonus amount (the smaller of the two) on a slot game
As the bonus claimed was 5 EUR, the bet amount cannot be larger than 0.50 EUR (smaller than 4 EUR)
The Game History for the player has been sent to [email protected] as requested.
All players have access to their Game History in the Transaction History Section of their account.
For security reasons, the Game History can only be requested by the account owner by email.
This cannot be requested via Live Chat and cannot be sent by mail to a player’s residential address.
We have reviewed the Chat History of the player and have found the below:
The player was advised regarding Non Allowed games and the link was provided
The player closed the chat on the agent while checking the account regarding the same request in point 7
The player asked regarding point 7 and the agent advised wager balance must be completed to be eligible to submit a withdrawal request
The player closed the chat as the agent opened the chat
The player was advised the withdrawal request was under review and further updates would be provided via email from the Verifications Team
The player requested account information be sent to his residential address for his solicitor, the Support Agent advised this is not possible and to show the solicitor his account
The player asked regarding the deposit made and the Free Bonus claimed, claimed he made a mistake with the deposit, requested the wager be removed, and requested a refund when Support Agents advised the Wager cannot be removed and must be played.
We would like to refer to our Terms and Conditions regarding chat no 7 with our agent.
The player claimed he deposited with the bonus by accident and requested the wager balance to be removed.
As stated in the Registration Bonus Terms and Conditions:
If you received the bonus and prefer not to play with it, you may contact Customer Support to have the bonus removed. However, you must do this before placing a bet after the bonus was received. By placing a bet after receiving a bonus, you accept the bonus and any applicable conditions.
The Registration Bonus was claimed, and multiple rounds were played before a deposit was made.
The Registration Bonus was a Free Bonus claimed and not a Deposit Bonus
The Wager balance from the free bonus needed to be completed.
If the wager was removed, the winnings would have been removed as well, as the winnings were made from the Free Bonus money claimed.
Therefore our agents were advising the player correctly according to the Terms and Conditions of the Free Bonus claimed and active on the player’s account.
Please let us know if anything further is needed.
Best regards,
Boo Casino Representative
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