K?ra Eravivo,
Tack f?r ytterligare information. Men under tiden diskuterades ?rendet internt med teamet, och resultatet av v?rt interna m?te kommer inte att g?ra dig n?jd.
Efter att ha samlat in all n?dv?ndig information och detaljer, avslutar vi detta klagom?l som omotiverat. ?ven om kasinots rutiner ang?ende systeminst?llningar/regleruppr?tth?llande/transparens inte alls var korrekta (?tminstone i det h?r fallet, medan de h?nvisade till helt irrelevanta regler), tyv?rr f?r dig, ?r kasinot en del av en grupp av kasinon, och det ?r inte ovanligt att kasinon delar s?dana data och detaljer eller har tillg?ng till specifika detaljer inom samma operat?r/?gare. Baserat p? de angivna uppgifterna var huvudfaktorn som ledde till v?rt slutliga beslut (avslag) att du redan spelat p? flera onlinekasinon inom samma grupp, men i ett av dem har du redan brutit mot reglerna genom att registrera mer ?n 1 konto , missbrukar casinots bonuserbjudande. D?rf?r ?r det f?rst?eligt att de best?mde sig f?r att begr?nsa dig fr?n bonusar inom hela gruppen, samtidigt som det f?rklarar " en oproportionerlig m?ngd bonusar i f?rh?llande till antalet gjorda ins?ttningar ". Genom flera konton/bonusmissbruk har du i princip redan tidigare f?tt fler bonusar ?n du var ber?ttigad till, vilket allvarligt br?t mot casinons regler.
S? eftersom kasinot har r?tt att v?gra att ge n?gon spelare bonusar (extra gratispengar som ges av kasinon ut?ver ins?ttningar) efter eget gottfinnande, och p? VOLNA Casino, fick de reda p? din identitet och omst?ndigheter kring din tidigare aktivitet inom gruppen endast efter ytterligare KYC/verifiering och noggrann granskning av ditt konto och aktivitet, accepterar vi kasinots beslut att konfiskera dina vinster. Du ?r inte ber?ttigad till vinster som erh?llits p? detta s?tt. Eftersom kasinot returnerade din ins?ttning och till?t dig att ta ut den, anser vi ?rendet avslutat.
Om omst?ndigheterna varit annorlunda och du inte hade brutit mot regler i ett annat av VOLNAs systercasinon tidigare, hade situationen varit betydligt annorlunda, och vi hade definitivt st?llt oss p? din sida. Men det ?r inte m?jligt h?r.
N?r det g?ller andra VOLNAs systerkasinon rekommenderar jag starkt att du hittar listor ?ver alla onlinecasinon som tillh?r GALAKTIKA NV och CARRER NV f?retag. Det ?r inte sv?rt att hitta s?dan information offentligt p? internet. Var medveten om att efter det tidigare intr?nget i ett av deras kasinon kommer samma sak att h?nda i alla andra systercasino. Om du best?mmer dig f?r att spela med en bonus som i VOLNA kommer du bara att f? ta ut din ins?ttning oavsett hur m?nga ins?ttningar du gjort och hur m?nga bonusar du anv?nde, du ?r inte l?ngre ber?ttigad att anv?nda bonusar inom denna casinogrupp...
Om du inte ?r n?jd med klagom?lsl?sningen rekommenderar jag att du konsulterar den spelmyndighet som casinot regleras av.
Tack s? mycket, VOLNA Casino Team , f?r att du tillhandah?ller information och f?r ditt samarbete. Men som n?mnts ovan ?r det enda sk?let bakom v?rt beslut att spelaren tidigare brutit mot reglerna p? ett av VOLNAs systercasinon. Annars, om anv?ndaren inte hade brutit mot n?got i ett annat av systerkasinona, skulle vi ha st?llt oss p? klagandens sida. D?rf?r, ?ven om vi inte ?r s?kra p? standardprocessen i fall dina kasinon beslutar att begr?nsa en spelare fr?n bonusar (kanske var det s? bara f?r att han br?t mot reglerna i systercasinot), rekommenderar vi starkt att du till?mpar det p? kasinots sida - att inte l?ta s?dana spelare g?ra anspr?k p? bonusar innan kasinokontoprofiler och personliga uppgifter har fyllts i eller att informera s?dana spelare om de begr?nsningar som inf?rs, s?rskilt om ?gare och lista ?ver kasinon d?r begr?nsningar b?r till?mpas.
Med v?nlig h?lsning,
Branislav, www.kpvfaw.com
Dear Eravivo,
Thank you for additional details. However, in the meantime, the matter was discussed internally with the team, and the results of our internal meeting will not make you happy.
After gathering all the necessary information and details, we are closing this complaint as unjustified. Although the casino's procedures regarding system settings/rules enforcement/transparency were not correct at all (at least in this case, while they referred to completely irrelevant rule(s)), unfortunately for you, the casino is part of a group of casinos, and it is not unusual that casinos share such data and details or have access to specific details within the same operator/owner. Based on the provided details, the main factor that led to our final decision (rejection) was that you already played in several online casinos within the same group, however, in one of them, you already breached the rules by registering more than 1 account, abusing the casino's bonus offer. Therefore, it is understandable that they decided to restrict you from bonuses within the entire group, while it explains "a disproportionate amount of bonuses relative to the number of deposits made". By multiple accounts/bonus abuse, you basically already previously received more bonuses than you were eligible for, which seriously breached casinos' rules.
So, since the casino has the right to refuse to provide any player with bonuses (extra free money given by casinos on top of deposits) in its sole discretion, and at VOLNA Casino, they found out your identity and circumstances around your previous activity within the group only upon additional KYC/verification and thorough review of your account and activity, we accept the casino's decision to confiscate your winnings. You are not eligible for winnings obtained this way. Since the casino returned your deposit and allowed you to withdraw it, we consider the matter closed.
If the circumstances were different and you had not breached rules in another of VOLNA's sister casinos in the past, the situation would have been significantly different, and we would have definitely sided with you. But it is not possible here.
As for other VOLNA's sister casinos, I strongly recommend you find lists of all online casinos belonging to GALAKTIKA N.V. and CARRER N.V. companies. It is not difficult to find such information publicly on the internet. Be aware that after the previous breach in one of their casinos, the same will happen in any other sister casino. If you decide to play with a bonus like in VOLNA, you will be allowed to withdraw only your deposit regardless of how many deposits you made and how many bonuses you used, you are not eligible to use bonuses within this casino group anymore...
If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by.
Thank you very much, VOLNA Casino Team, for providing information and for your cooperation. However, as was mentioned above, the only reason behind our decision is that the player breached rules in one of VOLNA's sister casinos in the past. Otherwise, if the user had not breached anything in another of the sister casinos, we would have sided with the complainant. Therefore, although we are not sure about the standard process in case your casinos decide to restrict a player from bonuses (maybe it was like that only because he breached rules in the sister casino), we strongly recommend you enforce it on the casinos' side - to not let such players claim bonuses before casino account profiles and personal details completion or to inform such players about the restrictions imposed, especially about owner and list of casinos where restrictions should be applied.
Best regards,
Branislav, www.kpvfaw.com
Redigerad av en administrat?r p? Casino Guru
Automatiskt ?versatt:
god eftermiddag, f?r det f?rsta skickar casinot inga brev om bekr?ftelser och verifieringar av kontot, det enda jag kan ge dig som bekr?ftelse ?r en sk?rmdump fr?n casinot
