K?ra chadwkerr,
Kasinots bonusvillkor s?ger inte att det avbryter det. Jag vet dock vad du menar - det st?r i en annan formulering. Vi skulle definitivt beh?va mer information fr?n kasinot.
Under tiden, kan du bekr?fta att du har tagit emot $200-uttaget via BTC och spelat det ?terst?ende saldot?
Eftersom du fortsatte att spela med $1 000, minskade det, beg?rde ett uttag ($480 drogs av kasinot) och f?rlorade resten av ditt saldo, f?rst?r jag r?tt att det omtvistade beloppet ?r $480 som drogs n?r du beg?rde uttaget? Varf?r sattes det omtvistade beloppet till $1 000, tack?
?r du dessutom s?ker p? det konto-ID du fyllde i n?r du skickade in klagom?let?
K?ra Dylan och PlayCroco Casino team ,
Tack f?r din f?rklaring.
F?rst l?mnade spelaren in klagom?let med det omtvistade beloppet i CAD. Anv?nder du USD eller CAD f?r att uttrycka v?rdena?
Tyv?rr saknas det n?gra detaljer som ?r ganska viktiga f?r att granska fr?gan tillr?ckligt p? v?r sida. L?t mig d?rf?r st?lla n?gra fler fr?gor till dig s? att vi kan klarg?ra situationen.
Baserat p? vilken regel drogs $480 fr?n spelarens vinster? Finns det n?gra specifika regler och villkor f?r $100 gratisbonus (CrocoBoost)? Om ja, var kan jag hitta dessa regler?
D?remot h?vdade spelaren att han vann en lobbyjackpott.
Det h?r ?r reglerna fr?n casinots regler och villkor :
" LOBBY JACKPOTS ALLM?NNA VILLKOR:
1. F?r att delta i kasinolobbyn Jackpot kunder m?ste logga in och manuellt anm?la sig . Spelare kan ocks? n?r som helst v?lja bort att bidra med lobbyjackpotten.
2. Registrerade spelare har en chans att vinna det ackumulerade jackpottbeloppet eftersom en obligatorisk insats p? 0,01￠ kommer att l?ggas p? varje snurr.
3. Gratis bonusar kan inte anv?ndas f?r att bidra till lobbyjackpotten. Lobbyjackpottar som vunnits n?r du spelar med ett saldo som h?rr?r fr?n en gratis bonus kommer att omfattas av det maximala uttagbara beloppet f?r den bonusen.
4. Lobbyjackpotpriser delas ut som ett saldo f?r riktiga pengar utan oms?ttningsbegr?nsningar och kan omedelbart tas ut av spelaren. "
Men dessa regler fr?n casinots bonusvillkor ?r ocks? relaterade till saken:
" 6. En kampanj anses avslutad n?r en spelare uppfyller oms?ttningskraven eller n?r saldot n?r under 1 $. Observera att om du spelar en kampanj med en maximal utbetalningsgr?ns kommer endast det maximala utbetalningsbeloppet efter att ha fullgjort oms?ttningskraven att ?verf?ras till ditt uttagbara saldo. Eventuellt saldo ?ver detta belopp kommer automatiskt att dras av systemet.
14. Observera att alla bonusar utan ins?ttning kommer att ha en maximal utbetalning p? 5x bonusbeloppet som ges (om inget annat anges) t.ex. $100 bonus - max. utbetalning kommer att vara $500. Inga undantag kan g?ras om en Random Jackpot tr?ffas. Regeln kommer endast att annulleras efter att en kunds saldo har n?tt under 1 USD .
29. Villkoren som finns h?ri representerar det fullst?ndiga, slutgiltiga och exklusiva avtalet mellan dig och f?retaget och ers?tter och sl?r samman alla tidigare avtal, representationer och ?verenskommelser mellan dig och f?retaget med avseende p? anspr?k p? kampanj- eller bonuserbjudanden. "
Min anm?rkning - den sista regeln finns ocks? i kasinots regler och villkor, men f?rutsatt att en spelare accepterar dem vid registrering och bonusen anv?nds senare, vilket inneb?r att bonusvillkoren g?ller senare, s? borde bonusvillkoren sannolikt r?da.
Har den klagande valt detta erbjudande manuellt?
St?mmer det att han vann de omtvistade vinsterna fr?n 4 cent som fanns i hans saldo efter att ha f?rlorat CrocoBoost $100 Free Bonus? Om s? ?r fallet, vilka regler ska g?lla f?r de 4 centen, och varf?r ska bonusvillkoren ha g?llt dessa 4 cent och vinster fr?n dem om de i princip s?ger att bonusreglerna inte g?ller f?r dem eftersom saldot f?ll under $1?
Kan du ge mig spelarens spelloggar och en historik ?ver hans transaktioner och anv?nda bonusar om de inte finns med i spelloggarna?
Om n?got h?nde annorlunda j?mf?rt med spelarens version och p?st?enden, kan du f?rtydliga det mer detaljerat?
Anv?nd g?rna min e-post ([email protected]).
Dear chadwkerr,
The casino's Bonus Terms do not say it cancels it. However, I know what you mean - it is stated in a different wording. We would definitely need more details from the casino.
In the meantime, can you please confirm you successfully received the $200 withdrawal via BTC and played the remaining balance?
Since you continued playing with the $1,000, decreased it, requested a withdrawal ($480 deducted by the casino), and lost the rest of your balance, do I understand correctly that the disputed amount is $480 that was deducted upon requesting the withdrawal? Why was the disputed amount set to $1,000, please?
In addition, are you sure about the account ID you filled in upon submitting the complaint?
Dear Dylan and PlayCroco Casino team,
Thank you for your explanation.
First, the player submitted the complaint with the disputed amount in CAD. Do you please use USD or CAD for expressing the values?
Unfortunately, there are some missing details that are quite important to review the issue sufficiently on our side. Therefore, allow me to please ask you a few more questions so we can clarify the situation.
Based on what rule was the $480 deducted from the player's winnings? Are there any specific Terms and Conditions for the $100 Free Bonus (CrocoBoost)? If yes, where can I find these rules?
However, the player claimed that he won a lobby jackpot.
These are the rules from the casino's Terms and Conditions:
"LOBBY JACKPOTS TERMS & CONDITIONS:
1. To participate in the casino Lobby Jackpot customers must login and manually opt-in. Players can also opt-out at any point from contributing the Lobby Jackpot.
2. Enrolled players have a chance to win the accumulated jackpot amount as a compulsory 0.01￠ bet will be placed on every spin.
3. Free bonuses cannot be used to contribute to the Lobby Jackpot. Lobby jackpots won while playing with a balance derived from a free bonus will be subject to the maximum withdrawable amount of that bonus.
4. Lobby jackpot prizes are awarded as a real money balance with no wagering restrictions and can be immediately withdrawn by the player."
But these rules from the casino's Bonus Terms are also related to the matter:
"6. A promotion is considered completed when a player meets the wagering requirements or when the balance reaches below $1. Note that if you are playing a promotion with a maximum cash out limit, upon completing the wagering requirements only the maximum cash out amount will be transferred to your withdrawable balance. Any balance over this amount will be automatically deducted by the system.
14. Please note that any no deposit bonus will have a maximum cash-out of 5x the bonus amount given (unless stated otherwise) e.g. $100 bonus - max. cash-out will be $500. No exceptions can be made if a Random Jackpot is hit. The rule will only be annulled after a customer's balance has reached below $1.
29. The Terms and Conditions contained herein represent the complete, final and exclusive agreement between you and the Company and supersede and merge all prior agreements, representations and understandings between you and the Company with regards to the claiming of any promotional or bonus offers."
?My note - the last rule is also in the Casino Terms and Conditions, but provided that a player accepts them upon registration, and the bonus is used later, which means the Bonus Terms apply later, the Bonus Terms should likely prevail.
Did the complainant manually opt in for this offer?
Is that correct that he won the disputed winnings from 4 cents that were in his balance after losing the CrocoBoost $100 Free Bonus? If so, what rules should apply to the 4 cents, and why should the Bonus Terms have applied to these 4 cents and winnings from them if they basically say the bonus rules do not apply to them since the balance fell under $1?
Can you please provide me with the player's game logs and a history of his transactions and used bonuses if they are not included in the game logs?
If anything happened differently compared to the player's version and claims, can you please clarify it in more detail?
Feel free to use my email ([email protected]).
Redigerad av en administrat?r p? Casino Guru
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