Zdravo Amire,
Jo? jednom sam detaljno pregledao ovaj slu?aj.
Dokazi pokazuju da ste iskoristili bonus i zahtevali vi?estruke isplate, koje ste kasnije otkazali kada god vam je stanje na ra?unu postalo nisko.
Dana 30.03.2025. u 9:18 ?asova uplatili ste depozit od 20 evra pored va?eg bonus stanja koje je u tom trenutku iznosilo 700 evra. Za?to ste odlu?ili da uplatite depozit u ovom trenutku ostaje nejasno. Tako?e ste imali vi?e zahteva za isplatu u ovom trenutku.
Zatim ste nastavili da igrate sa ovim me?ovitim stanjem sve dok stanje kona?no nije dostiglo 0,00 u 16:37 dana 31.03.2025. Shodno tome, ne verujem da mo?ete tvrditi da su bilo kakvi dobici akumulirani ovim depozitom.
U ovom trenutku, ponovo ste otkazali isplate na ?ekanju kako biste omogu?ili dalju igru, i tada su primenjene prve korekcije, uklanjaju?i 800 evra i ostavljaju?i vam saldo od 700 evra - maksimalni iznos koji se mo?e dobiti od bonusa. Zatim ste smanjili ovaj preostali saldo, zahtevaju?i i otkazuju?i isplate kako je saldo rastao i padao, i zavr?ili ste isplatu od 500 evra 04.04.2025.
Nastavili ste da igrate sa preostalim iznosom i na kraju ste dostigli stanje od 3966,51 evra, kada je primenjena dodatna korekcija, ostavljaju?i stanje od 200 evra (jer je 500 evra ve? primljeno od bonusa). Ponovo je ovo preostalo stanje smanjeno na 0,00.
Obi?no bismo smatrali da je bonus zaklju?en kada su ispunjeni svi uslovi za kla?enje, i sva ograni?enja/ograni?enja/limiti treba da se primene u tom trenutku. Svaka dalja igra treba da se smatra neograni?enom igrom sa pravim novcem.
Me?utim, ovaj bonus je bio bonus ?bez kla?enja", ?to zna?i da nije bilo zahteva za ispunjavanje, jedini uslov je bio da mo?ete dobiti najvi?e 700 evra od ovog bonusa.
Verujem da bi na?in na koji je ovaj bonus pode?en mogao biti jednostavniji za kori??enje i da bi dalje igranje trebalo spre?iti kada se dostigne maksimalni iznos za isplatu, kako bi se izbegla mogu?a zabuna. Pored toga, ?injenica da igra? mo?e da uplati novac pored aktivnog bonusa tako?e mo?e izazvati mnoge probleme.
Uz to re?eno, u ovom konkretnom slu?aju ne verujem da su va?e tvrdnje o akumuliranju dobitaka od igre za pravi novac opravdane, jer je va? depozit o?igledno izgubljen i koristili ste vi?e otkazanih iznosa za isplatu da biste vi?e puta dopunili svoj bonus saldo i nastavili da igrate nakon toga.
Dokazi koje je kazino pru?io su dovoljni da potkrepe njihovu verziju doga?aja i stoga vam ne mogu dalje pomo?i u vezi sa ovim slu?ajem. ?alba ?e biti odbijena.
?ao mi je ?to nisam mogao biti od ve?e pomo?i ovom prilikom.
Srda?an pozdrav,
Adam
Hello Amir,
I have reviewed this case thoroughly once more.
The evidence shows that you have wagered the bonus and requested multiple withdrawals, which you later canceled whenever your balance became low.
On 30/03/2025 at 9.18 you made a deposit of EUR20 on top of your bonus balance which stood at EUR 700 at this point. Why you have decided to make a deposit at this time remains unclear. You also had multiple pending withdrawal requests at this time.
You then continued to play with this mixed balance until the balance finally reached 0.00 at 16.37 on 31/03/2025. Consequently, I do not believe that you can claim any winnings were accumulated with this deposit.
At this point, you have again canceled pending withdrawals to enable further play, and this is when the first corrections have been applied, removing EUR800 and leaving you with a balance of EUR700 - the maximum amount that can be received from the bonus. You have then played this remaining balance down, requesting and canceling withdrawals as the balance rose and fell, and completing a withdrawal of EUR 500 on 04/04/2025.
You continued to play with the outstanding amount and eventually achieved a balance of EUR 3966.51, when a further correction was applied leaving a balance of EUR 200 (as EUR 500 had already been received from the bonus.) Again this remaining balance was played down to 0.00.
Usually, we would consider a bonus to be concluded when any wagering requirements are completed, and all restrictions/caps/limits should be applied at this time. Any further play should be considered unrestricted play with real money.
However, this bonus was a "no wagering" bonus, meaning there were no requirements to complete, the only stipulation being that you can receive a maximum of EUR 700 from this bonus.
I do believe that the way this bonus is set up could be more user-friendly, and that further play should be prevented once the maximum cashout amount is reached, to avoid possible confusion. Additionally, the fact that a player is able to deposit on top of an active bonus could also cause many issues.
That being said, in this particular case I do not believe that your claims of accumulating the winnings from real money play are justified, as your deposit was clearly lost and you used multiple canceled withdrawal amounts to repeatedly top up your bonus balance and continue playing thereafter.
The evidence provided by the casino is sufficient to support their version of events, and consequently I am unable to assist you any further with this case . The complaint will be rejected.
I am sorry I could not be of more help on this occasion.
Kind regards,
Adam
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