K?ra Akimra,
Jag har diskuterat ditt ?rende med Stake7-teamet utanf?r den h?r tr?den, och situationen visade sig vara mycket mer komplicerad ?n den verkade fr?n b?rjan.
Du har h?mtat fredagsbonusen flera g?nger tidigare; dock kom n?gra saker fram efter att ditt spelande kontrollerades.
Medan du spelade med en aktiv bonus har du brutit mot maxinsatsen vid flera tillf?llen. ?ven om vi anser att maxinsatsen b?r implementeras automatiskt av programvaran f?r att f?rhindra att spelare oavsiktligt bryter mot denna regel, ?r det ?nnu inte en branschstandard, eftersom varje casino anv?nder sin egen plattformsprogramvara. Vi rekommenderar alltid starkt att spelare bekanta sig med casinots bonuspolicy och de specifika reglerna f?r alla bonusar eller turneringar. Du godk?nner slutligen reglerna n?r du registrerar ditt konto och n?r du g?r anspr?k p? en bonus. Bristande medvetenhet om reglerna utg?r tyv?rr inte en giltig motivering f?r bristande efterlevnad.
Dessa regler n?mns i de allm?nna bonusvillkoren
1.11. Du f?r inte placera n?gra spel som ?verstiger den maximala bonusinsatsstorleken n?r du anv?nder bonuspengar. Den maximala bonusinsatsstorleken ?r 5 € (eller motsvarande i n?gon annan valuta) per insats/snurr eller motsvarande, s?vida det inte anges annorlunda i de specifika villkoren som ?r anpassade f?r varje bonuskampanj. Observera att det ?r ditt ansvar att se till att du ?r medveten om den maximala bonusinsatsstorleken. I de fall d?r spel anses ha ?verskridit den maximala bonusinsatsstorleken kan ett konto granskas och bonuspengarna konfiskeras i processen.
och villkoren f?r fredagsbonusen som du godk?nde n?r du h?mtade bonusen:
10. F?r att s?kerst?lla r?ttvist spelande ?r den maximala insatsen per spelrunda n?r bonussaldot ?r aktivt 5 €. Det belopp som satsas p? ett spel med alternativet "bonusk?p" eller "funktionsk?p" r?knas som den totala kostnaden f?r snurret, inte som insatsen eller v?rdet p? den spelrunda d?r funktionen eller bonusen spelas. Exempel: Money Train med en insats p? 1 € ?r bonusk?pet 80x (80 €), s? insatsen f?r denna runda skulle vara 80 €. Observera ocks? att anv?ndning av risk- eller stegefunktionen, som vissa leverant?rer erbjuder, ocks? r?knas som en insats. Om du till exempel vinner 10 € i spelet Ramses Book och anv?nder riskfunktionen, kommer detta att r?knas som en insats p? 10 € och du kommer att ?verskrida den maximalt till?tna insatsen med en aktiv bonus. Spelare som g?r detta samtycker till att deras bonus och eventuella vinster i samband med den kommer att ogiltigf?rklaras.
Tyv?rr har du lagt flera spel ?ver gr?nsen p? €5, och ett av spelen var till och med p? €20, vilket avsev?rt ?verstiger den till?tna gr?nsen. Dessutom fanns det flera b?sta spel, s? vi kan tyv?rr inte s?ga att det bara var ett enda misstag.
Dessutom, n?r du v?l hade uppfyllt oms?ttningskraven f?r bonusen, valde du att s?tta in ytterligare 50 euro, vilket ?r ganska ovanligt, ist?llet f?r att be om att ta ut dina vinster, och du fortsatte spela. Tyv?rr, eftersom vinsterna p? ditt konto kom fr?n bonusspel, trots att du satte in riktiga pengar, blandades pengarna, och p? grund av brott mot bonusreglerna var de inte ber?ttigade till uttag.
Casinoteamet agerade i enlighet med sina regler och ?terbetalade ins?ttningen till dig. Ett e-postmeddelande om proceduren och bonus?vertr?delsen ska ocks? ha skickats till dig den 25 juni 2025. Har du f?tt det?
Jag f?rst?r att du kontaktade livechatt-agenten den 2 juni 2025, men de hade inte all information till hands, det ?r d?rf?r de r?dde dig att kontakta casinoteamet via e-post. Jag bekr?ftar sk?rmdumpen du delade, men casinot har inte mottagit n?got e-postmeddelande fr?n dig fr?n din e-postadress. [email protected] Det enda e-postmeddelandet som casinoteamet fick fr?n din e-postadress [email protected] var fr?n 26.5.2025 ang?ende ett problem med konto?tkomst, men det ?r allt.
?r du s?ker p? att du kontaktade [email protected] fr?n din e-post [email protected]?
Dear Akimra,
I have discussed your case with the Stake7 team outside of this thread, and the situation turned out to be much more complicated than it appeared at the beginning.
You have claimed the Friday bonus multiple times before; however, a few things came to light after your gameplay was checked.
While you played with an active bonus, you have breached the max bet on multiple occasions. Although we believe that the maximum bet should be automatically implemented by the software to prevent players from unintentionally breaching this rule, it is not yet an industry standard, as every casino uses its own platform software. We always strongly advise players to familiarise them selfs with the casino bonus policy and the specific rules for any bonus or tournament. You ultimately agree with the rules when you register your account and when you claim a bonus. A lack of awareness regarding the rules, sadly, does not constitute a valid justification for non-compliance.
These rules are mentioned in the General Bonus Terms & Conditions
1.11. You may not place any bets that exceed the maximum bonus bet size when using bonus money. The maximum bonus bet size is €5(or the equivalent in any other currency) per bet/spin or equivalent, unless it is stated differently in the specific terms and conditions tailored to each bonus campaign. Please note that it is your responsibility to ensure that you are aware of the maximum bonus bet size. For cases where bets are deemed to have exceeded the maximum bonus bet size, an account may be reviewed, and the bonus funds confiscated in the process.
and the Friday bonus terms and conditions to which you agreed when you claimed the bonus:
10. In the interest of fair gaming, the maximum bet per game round when the bonus balance is active is €5. The amount wagered on any game with a "bonus buy" or "feature buy" option counts as the total cost of the spin, not as the stake or value of the game round on which the feature or bonus is played. Example: Money Train with a bet of €1, the bonus buy is 80x (€80), so the bet for this round would be €80. Please also note that using the risk or ladder feature, which some providers offer, also counts as a bet. For example, if you win €10 in the Ramses Book game and use the risk function, this will be counted as a €10 wager and you would exceed the maximum allowed wager with an active bonus. Players who do this agree that their bonus and any winnings associated with it will be voided.
Sadly, you have placed multiple bets over the €5 limit, and one of the bets was even in the amount of €20, which significantly exceeds the allowed limit. Moreover, there were multiple best, so we cannot unfortunately say that it was just a single mistake.
Additionally, once you completed the wagering requirements for the bonus, rather than asking to withdraw your winnings, you chose to deposit another €50, which is rather uncommon, and you kept playing. Regrettably, since the winnings in your account originated from bonus play, even though you added real money, the funds became mixed, and due to violations of the bonus rules, they were not eligible for withdrawal.
The casino team acted in accordance with their rules and returned the deposit to you. An email about the procedure and the bonus violation was also supposedly sent to you on 02/Jun/25. Have you received it?
I understand that you contacted the livechat agent on 02/Jun/25, but they didn't have all the information at hand, that's why they advised you to contact the casino team via email. I acknowledge the screenshot you shared, but the casino has not received any email from you from your email address [email protected]. The only email the casino team received from your email [email protected] was from 26.5.2025 regarding an account access issue, but that's it.
Are you sure you contacted [email protected] from your email [email protected]?
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