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HemKlagom?lSlotsPalace Casino - Spelarens beg?ran om uttag har ?ndrats och inte tagits emot.
SlotsPalace Casino - Spelarens beg?ran om uttag har ?ndrats och inte tagits emot.
Automatiskt ?versatt:
Belopp:
220 €
SlotsPalace Casino
S?kerhetsindex:V?ldigt h?gt
S?kerhetsindex
I enlighet med v?r granskningsmetodik har vi ber?knat casinots s?kerhetsindex baserat p? ?ver 20 faktorer, inklusive casinots ekonomi, sk?ligheten hos villkoren, spelarklagom?l och annat. Ju h?gre s?kerhetsindex, desto troligare ?r det att du f?r ut dina vinster utan n?gra problem.
The player from Portugal had tried to withdraw 279€ from his total balance but discovered that the request had been canceled and a new one had been made without his approval. The new withdrawal request had been marked as complete, however, the funds were never received. The player had claimed that his winnings were partly made from a bonus that he had active in his account. The casino had explained that the maximum withdrawable amount from this bonus could not exceed x5 of the initial bonus amount, which would be equal to 100 EUR. The player had withdrawn more than this amount, so the active withdrawal was canceled, and the remaining balance was deducted. We had concluded that the casino had acted in accordance with their rules, and the deduction of €469,05 was justified. The player had understood the situation and the complaint had been resolved.
Spelaren fr?n Portugal hade f?rs?kt ta ut 279€ fr?n sitt totala saldo men uppt?ckte att beg?ran hade avbrutits och en ny hade gjorts utan hans godk?nnande. Den nya beg?ran om uttag hade markerats som komplett, men pengarna mottogs aldrig. Spelaren hade h?vdat att hans vinster delvis kom fr?n en bonus som han hade aktiv p? sitt konto. Kasinot hade f?rklarat att det maximala uttagbara beloppet fr?n denna bonus inte fick ?verstiga x5 av det ursprungliga bonusbeloppet, vilket skulle vara lika med 100 EUR. Spelaren hade tagit ut mer ?n detta belopp, s? det aktiva uttaget avbr?ts och det ?terst?ende saldot drogs av. Vi hade kommit fram till att kasinot hade agerat i enlighet med deras regler, och avdraget p? €469,05 var motiverat. Spelaren hade f?rst?tt situationen och klagom?let hade l?sts.
God kv?ll, n?r jag f?rs?kte ta ut 279€ fr?n ett vinnande saldo p? 820€, d?r jag redan hade gjort ett uttag p? 220€ ig?r, avbr?ts mitt uttag och ett nytt skapades. Det markerades som komplett men det krediterades aldrig mitt konto och det initierades inte av mig.
Good evening, while attempting to withdraw 279€ from a winning balance of 820€, where I had already made a withdrawal of 220€ yesterday, my withdrawal was canceled and a new one was created. It was marked as complete but it never credited to my account and it was not initiated by me.
Boa noite, ao tentar levantar 279€ de saldo de um ganho de 820€, onde ja tinha efetuado ontem um levantamento de 220€, o meu levantamento foi cancelado e feito um novo que foi dado como completo mas n?o entrou na minha conta nem fui eu que o fiz.
Tack s? mycket f?r att du skickade ditt klagom?l. Jag ?r ledsen att h?ra om problemet du har st?tt p? med ditt uttag fr?n onlinekasinot.
F?r att hj?lpa dig ytterligare, kan du ge lite ytterligare information? Specifikt skulle vi vilja f?rst?:
Kan du klarg?ra den exakta tidslinjen f?r h?ndelser kring annulleringen och ?terskapandet av ditt uttag? Inkludera datum och tider om m?jligt.
Har du kontaktat casinots kundsupport ang?ende denna fr?ga, och i s? fall, vilket svar fick du?
Samlades dina vinster med eller utan en aktiv bonus?
Har du n?gra sk?rmdumpar eller e-postmeddelanden relaterade till uttagsprocessen som kan hj?lpa oss att f?rst? situationen b?ttre? Om ja kan du vidarebefordra dem till[email protected] .
Ditt samarbete med att tillhandah?lla dessa uppgifter kommer att hj?lpa oss att unders?ka och arbeta mot en l?sning.
Jag hoppas att vi kommer att kunna hj?lpa dig att l?sa det h?r problemet s? snart som m?jligt. Tack p? f?rhand f?r ditt svar.
V?nliga h?lsningar,
Petronela
Dear rfpacheco,
Thank you very much for submitting your complaint. I'm sorry to hear about the issue you've encountered with your withdrawal from the online casino.
To assist you further, could you please provide some additional information? Specifically, we would like to understand:
Can you clarify the exact timeline of events surrounding the cancellation and recreation of your withdrawal? Include dates and times if possible.
Have you contacted the casino's customer support regarding this matter, and if so, what response did you receive?
Were your winnings accumulated with or without an active bonus?
Do you have any screenshots or emails related to the withdrawal process that could help us understand the situation better? If yes, you can forward them to [email protected].
Your cooperation in providing these details will help us investigate and work towards a resolution.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Hej, god kv?ll, jag kommer att skicka bifogad en utskrift av kasinokontots kronologi ?ver ins?ttningar och uttag.
Jag f?rklarade situationen f?r casinosupporten och de sa att pengarna skickades till mitt konto (om?jligt eftersom jag aldrig beg?rde detta uttag och aldrig avbr?t det).
Vinsterna gjordes delvis fr?n en bonus som jag hade aktiv p? kontot, en bonus som vanns med en ins?ttning som jag gjorde och som jag anv?nde, 50x, och lyckades ?verf?ra den till ett riktigt saldo, (totalt € 820).
Ja, jag bifogar de tryck jag har.
Hello, good evening, I will send attached a printout of the casino account chronology of deposits and withdrawals.
I explained the situation to the casino support and they said that the money was sent to my account (impossible as I never requested this withdrawal and never canceled it).
The winnings were made in part from a bonus that I had active in the account, a bonus that was won with a deposit that I made and that I used, 50x, and managed to transfer it to a real balance, (a total of €820).
Yes, I am attaching the prints I have.
Olá, boa noite, vou enviar em anexo o print da cronologia da conta do casino de depósitos e levantamentos.
Expliquei a situa??o ao suporte do casino e eles disseram que o dinheiro foi enviado para a minha conta (impossível pois eu nunca pedi esse levantamento e nunca cancelei o que estava).
Os ganhos foram feitos em parte de um bonus que tinha ativo na conta, bonus esse que foi ganho com um deposito que fiz e que rodei, 50x, e consegui passar para saldo real, (um total de 820€).
Tack s? mycket, rfpacheco, f?r att du tillhandah?ller all n?dv?ndig information. Jag kommer nu att ?verf?ra ditt klagom?l till min kollega Michal ( [email protected] ) som kommer att hj?lpa dig. Jag ?nskar dig lycka till och hoppas att ditt problem kommer att l?sas till din bel?tenhet inom en snar framtid.
Thank you very much, rfpacheco, for providing all the necessary information. I will now transfer your complaint to my colleague Michal ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Jag heter Michal och jag har tagit ?ver ditt klagom?l. Jag har granskat ditt fall och har hittat dessa regler f?r Bonuskrabban
Jag kommer fortfarande att kontakta casinot f?r att belysa detta mer.
Vi skulle vilja bjuda in SlotsPalace Casino att delta i konversationen.
B?sta SlotsPalace Casino,
Kan du ge oss mer information om spelarens f?rst avbrutna och senare ?terinl?mnade beg?ran om uttag som f?rmodligen inte initierades av spelaren?
Hello rfpacheco,
I'm Michal and I have taken over your complaint. I have reviewed your case and have found these rules for the Bonus Crab
I will still contact the casino to shed more light on this.
We would like to invite SlotsPalace Casino to join the conversation.
Dear SlotsPalace Casino,
Can you please provide us more details about the player's firstly canceled and later resubmitted withdrawal request that was supposedly not initiated by the player?
I alla fall ?beropade de inte denna klausul och jag hade redan gjort ett uttag eftersom mitt saldo var riktiga pengar och inte en bonus.
I s? fall tycker jag att det ?r helt or?ttvist, f?r att k?ra en bonus utan ins?ttning ?r det 40x och i det h?r fallet ?r det 50x och kunden m?ste fortfarande g?ra en ins?ttning, or?ttvist.
Vad mer, kan du ta ut hela mitt verkliga saldo utan n?gon f?rvarning? Detta ?r or?ttvist mot kunderna.
In any case, they did not invoke this clause and I had already made a withdrawal because my balance was real money and not a bonus.
If so, I think it's completely unfair, because to run a no deposit bonus it's 40x and in this case it's 50x and the customer still has to make a deposit, unfair.
What's more, can you withdraw my entire real balance without any warning? This is unfair to customers.
De qualquer das maneiras, eles n?o invocaram essa clausula e eu ja tinha feito um levamento pois o meu saldo era dinheiro real e n?o bonus.
Se assim for acho completamente injusto, pois para rodar um bonus sem deposito s?o 40x e nesse caso s?o 50x e o cliente ainda tem de fazer um deposito, injusto.
E mais, retira o meu saldo real todo sem nenhum aviso? Isso é desleal para os clientes.
Vi skulle vilja be casinot att svara p? det h?r klagom?l. Vi f?rl?nger svarstiden med 7 dagar. Om casinot inte svarar inom den angivna tiden kommer vi att avsluta klagom?let som "ol?st", vilket kan p?verka casinots betyg negativt.
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Vid kontroll ser vi att bonusbeloppet som krediterats kunden var 20 EUR.
Som Michal korrekt p?pekade kan det maximala uttagbara beloppet fr?n denna bonus inte ?verstiga x5 av det ursprungliga bonusbeloppet, vilket skulle vara lika med 100 EUR. Med tanke p? att kunden har tagit ut mer ?n det angivna beloppet avbr?ts det aktiva uttaget, och det ?terst?ende saldot drogs av.
P? grund av de tekniska specifikationerna f?r v?rt system, visas avdragen fr?n saldot i saldohistoriken som uttag, vilket var fallet med avdraget p? 469,05 EUR.
Vi hoppas att detta hj?lper dig att klarg?ra situationen.
V?nliga h?lsningar,
Slotspalace administration
Dear all,
We apologize for the delayed reply.
Upon checking, we see that the bonus amount credited to the customer was 20 EUR.
As Michal correctly pointed out, the maximum withdrawable amount from this bonus cannot exceed x5 of the initial bonus amount, which would be equal to 100 EUR. Given that the customer has withdrawn more than the indicated amount, the active withdrawal was canceled, and the remaining balance was deducted.
Due to the technical specifics of our system, the deductions from the balance are displayed in the balance history as withdrawals, which was the case with the deduction of 469,05 EUR.
S? hur f?r?ndrades det verkliga saldot och jag lyckades ta ut 200 innan och vilken €? Oavsett fall, det du gjorde var or?ttvist och tj?nar bara till att lura spelare, hur kommer det sig att du f?r en bonus utan ins?ttning "bara" beh?ver snurra 40x och f?r en ins?ttningsbonus m?ste den vara 50x och de drar fortfarande ut pengarna eftersom de tycker att de betalar f?r mycket.
Inte ett ?re mer, vilket ?r samma sak f?r dig, eller inte, eftersom du gr?ter ?ver en betalning p? €400.
So how did the real balance change and I managed to withdraw 200 before and what €? Regardless of the case, what you did was unfair and only serves to deceive players, how is it that for a no deposit bonus 'only' you need to spin 40x and for a deposit bonus it has to be 50x and they still withdraw the funds because they think that they are paying too much.
Not one cent more, which is the same for you, or not, since you are crying over a payment of €400.
Ent?o como passou a saldo real e eu consegui levantar antes 200 e que €? Independentemente do caso, o que vocês fizeram foi injusto e só serve para enganar os jogadores, como é que para um bonus sem deposito 'só' é preciso rodar 40x e num bonus com deposito tem de ser 50x e ainda retiram os fundos porque acham que est?o a pagar demais.
Nem mais um cêntimo, coisa que para vocês é igual, ou n?o, uma vez que est?o a chorar um pagamento de 400€.
Jag f?rst?r att ur anv?ndarupplevelsesynpunkt ?r situationen inte optimal, d?remot kunde du dra ut mycket mer ?n vad du faktiskt hade r?tt till. Om casinosystemet hade fungerat korrekt, skulle de maximala vinsterna fr?n bonuskrabban ha begr?nsats till €100 efter att bonussatsningen avslutats.
Med tanke p? att kasinosystemet till?t ett uttag p? €200, verkar det som om du inte har ?dragit dig n?gra f?rluster. Ist?llet fick du mer ?n du skulle. Det ?r viktigt att noggrant l?sa igenom villkoren f?r varje bonus innan du g?r anspr?k p? den f?r att undvika framtida besvikelser. Om du inte h?ller med eller inte gillar n?gra villkor f?r en viss bonus, har du valet att inte g?ra anspr?k p? den. Att g?ra anspr?k p? en bonus ?r helt upp till dig.
?ven om jag f?rst?r din mindre ?n idealiska anv?ndarupplevelse efter att ha samlat all information, agerade casinoteamet i enlighet med sina regler, och avdraget p? €469,05 var motiverat.
Finns det n?got mer jag kan hj?lpa dig med, eller kan vi betrakta situationen som klarad/l?st?
Thank you for the response, Slotspalace team.
Dear rfpacheco,
I understand that from a user experience point of view, the situation is not optimal, however, you were able to withdraw much more than you actually were entitled to. If the casino system had functioned correctly, the maximum winnings from the Bonus Crab would have been capped at €100 after completing the bonus wagering.
Given that the casino system allowed a withdrawal of €200, it appears you didn't incur any losses. Instead, you received more than you were supposed to. It's important to carefully read the terms and conditions of every bonus before claiming it to avoid future disappointments. If you disagree with or don't like any terms of a particular bonus, you have the choice not to claim it. Claiming a bonus is entirely up to you.
Although I understand your less-than-ideal user experience after gathering all the information, the casino team acted in accordance with their rules, and the deduction of €469,05 was justified.
Is there anything else I can assist you with, or can we consider the situation clarified/resolved?
Tack f?r att du f?rst?r. Som jag n?mnde rekommenderar jag att noggrant l?sa villkoren f?r varje bonus innan du g?r anspr?k p? den f?r att undvika framtida besvikelser.
Finns det n?got mer jag kan hj?lpa dig med, eller kan vi avsluta detta ?rende som klarlagt/l?st?
Dear rfpacheco,
Thank you for your understanding. As I mentioned, I recommend carefully reading the terms and conditions of every bonus before claiming it to avoid future disappointments.
Is there anything else I can assist you with, or can we close this case as clarified/resolved?
Som klaganden bekr?ftade anser vi att detta klagom?l har klargjorts/l?sts. Vi kommer nu att st?nga det som "l?st" i v?rt system. Jag vill tacka b?da parter f?r deras samarbete. Tveka inte att kontakta oss om du st?ter p? n?gra problem med detta eller n?got annat casino i framtiden. Vi ?r h?r f?r att hj?lpa dig.
Som ni vet tar vi inte betalt f?r v?ra tj?nster, och vi accepterar inte heller n?gra dricks. Vi skulle dock uppskatta om du kunde ta en stund att dela din upplevelse med v?ra tj?nster p? Trustpilothttps://www.trustpilot.com/evaluate/www.kpvfaw.com . En ?rlig recension och alla f?rslag du kan ha f?r att f?rb?ttra v?r process f?r l?sning av klagom?l och medling skulle uppskattas mycket. Din feedback kan vara till hj?lp f?r andra som funderar p? att kontakta oss ang?ende onlinekasinorelaterade problem.
Tack p? f?rhand f?r din tid.
V?nliga h?lsningar,
Michal
Casino Guru
Dear rfpacheco,
Thank you for the confirmation.
As the complainant confirmed, we consider this complaint to have been successfully clarified/resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/www.kpvfaw.com. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.
www.kpvfaw.com ?r en oberoende k?lla till information om onlinecasinon och onlinecasinospel, som inte kontrolleras av n?gon speloperat?r eller n?gra andra institutioner. Alla v?ra recensioner och guider skapas med st?rsta objektivitet och ?rlighet, efter b?sta k?nnedom och bed?mning av medlemmarna i v?rt oberoende expertteam. De ?r emellertid endast avsedda som informationsunderlag och ska varken tolkas som, eller anses vara, r?dgivning i juridisk mening. Du ska alltid sj?lv s?kerst?lla att du uppfyller alla r?ttsliga skyldigheter innan du spelar p? ett utvalt casino.