K?ra Juan28tez,
Jag har haft ett ganska l?ngt samtal med teamet p? Diamond Reels Casino och delat v?r syn p? hur vi anser att den h?r situationen b?r hanteras. Tyv?rr kunde vi inte hitta en rimlig kompromiss.
Efter en grundlig diskussion, ?ven inom v?rt klagom?lsteam och beaktande av alla fakta, har vi kommit fram till f?ljande slutsats:
Vi anser att f?rekomsten och implementeringen av klausul 17 i casinots bonusvillkor ?r or?ttvis.
Vi f?rst?r att det ?r viktigt f?r varje spelare att granska villkoren innan de g?r anspr?k p? en bonus eller accepterar villkoren och f?ljer dem. Regeln "Endast ett uttag ?r till?tet per v?lkomstbonus. Eventuella vinster som finns kvar i livesaldot, n?r uttaget har initierats, kommer att anses ogiltiga." g?ller inte bara v?lkomstbonusar utan ?ven matchningsbonusar, och d?rf?r har casinoteamet, strikt tekniskt sett, agerat i enlighet med sina regler som du tidigare accepterat.
? andra sidan finns denna regel ingenstans p? h?gt rankade casinon, och vi f?rst?r inte resonemanget bakom att hindra spelare fr?n att ta ut sina legitimt intj?nade vinster, ?ven om det ?r i omg?ngar. Dessutom kan casinot ha konfigurerat sitt system f?r att varna spelare om potentiella "risker".
Omv?nt verkar denna regel fr?mst existera som ett s?tt att undvika att betala spelarna deras fulla vinster om de f?rblir omedvetna om den eller gl?mmer bort den.
Att till?mpa en s?dan regel ?verensst?mmer inte med de standarder f?r r?ttvisa och transparens som spelare och ?ven vi med r?tta f?rv?ntar oss av ett spelbolag.
Det finns rimliga punkter att beakta ur b?da perspektiven. V?r f?retagspolicy anger att ett klagom?l inte kan avvisas n?r en regel som vi anser vara or?ttvis har anv?nts mot en spelare. D?rf?r m?ste vi klassificera detta klagom?l som Ol?st – Mot r?ttvist spelande , men samtidigt kommer vi endast att tilldela ett minimalt antal svarta po?ng till casinot, eftersom casinoteamet, strikt tekniskt sett, har agerat i enlighet med sina regler, som du tidigare accepterat. Om casinoteamet beslutar att ompr?va sin st?ndpunkt st?r de s?kerligen fritt att g?ra det, och du kommer att informeras via e-post.
Jag f?rst?r att detta inte ?r en tillfredsst?llande l?sning p? ditt problem, men den minskade betygs?ttningen orsakad av ol?sta klagom?l kan komma att ?ndra casinots tillv?gag?ngss?tt.
Jag kan bara rekommendera att du tar en stund och l?ser en recension av varje casino innan du b?rjar spela i framtiden, och bara spelar p? licensierade casinon med ett bra betyg, d?r det ?r minimalt att st?ta p? "kontroversiella" regler.
Jag beklagar att jag inte kunde vara till mer hj?lp vid det h?r tillf?llet.
H?lsningar,
Mikal
Kasinoguru
Dear Juan28tez,
I have engaged in a quite lengthy conversation with the Diamond Reels Casino team, and I have shared our point of view on how we believe this situation should be handled, unfortunately, we were not able to find a reasonable compromise.
After a thorough discussion, even within our complaint team and consideration of all the facts, we have come to the following conclusion:
We consider the existence and implementation of Clause 17 from the casino's bonus terms and conditions to be unfair.
We understand that it is essential for every player to review the terms and conditions before claiming a bonus or accepting the T&Cs and adhering to them. The rule "Only one withdrawal is permitted per welcome match bonus. Any winnings left in the live balance, once the withdrawal has been initiated, will be deemed null and void." is not related only to welcome bonuses but to match bonuses as well, thus, strictly technically speaking the casino team has acted according to their rules which you previously accepted.
On the other hand, this rule is nowhere to be found in high-rated casinos, and we fail to understand the reasoning behind preventing players from withdrawing their legitimately earned winnings, even if in instalments. Additionally, the casino might have set up its system to alert players about potential "risks".
Conversely, this rule seems to exist primarily as a means to avoid paying the players their full winnings if they remain unaware of it or forget about it.
Applying such a rule does not align with the standards of fairness and transparency that players and we as well rightfully expect from a gaming establishment.
There are reasonable points to consider from both perspectives. Our company policy states that a complaint cannot be rejected when a rule that we deem unfair was used against a player. Therefore, we will have to classify this complaint as Unresolved – Against fair gambling, but at the same time, we will assign only a minimal number of black points to the casino, because as previously mentioned, strictly technically speaking, the casino team has acted according to their rules, which you previously accepted. If the casino team decides to reconsider their stance, they are certainly free to do so, and you will be informed via email.
I understand this isn't a satisfactory solution to your issue however, the decrease in rating caused by unresolved complaints could change the casino's approach.
I can only recommend that you take a moment and read a review of each casino before you start playing in the future, and only play in licensed casinos with a good rating, where encountering "controversial" rules is minimal.
I am sorry I could not be of more help on this occasion.
Regards,
Michal
Casino Guru
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