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Amy D. (_)

Nov 19, 2020, 6:15 AM UTC

Hello Jonathan,

We have received your withdrawal request. However, our audit team denied it.

Please note that when verifying your withdrawal they noticed that our bonus terms were violated.

As we mentioned in our terms and conditions:

"18. The maximum withdrawal amount for any free bonus and free spins, is $ 100, unless otherwise specified. For bonuses issued for VIPs, the maximum withdrawal amount is 10 times (10 times) the bonus amount up to $ 5,000. Please note that your VIP level is set at the discretion of the casino. Unused earnings for a period of 30 days or more will be forfeited.

"12. Players are allowed to place single bets less than 20% of the total value of the credited Active Bonus and must not exceed 8 EUR, 8 USD, 8 AUD, 8 CAD, 80 SEK, 80 NOK (if applicable ). Therefore, placing a bet of EUR 8 while there is an active bonus of EUR 100 in effect is considered acceptable practice. VIP players are allowed to place single bets of less than 30% of the total value of the credited Active Bonus and must not exceed 15 EUR, 15 USD, 15 AUD, 15 CAD, 150 SEK, 150 NOK (if applicable). Please note that your VIP level is set at the discretion of the casino. "

When checking out, on November 17th, you received a free bonus of CAD 30.61, so the maximum wager allowed should be less than CAD 6.12.

Our audit team found stakes of CAD 6.29, CAD 6.38 6.84, CAD 6.99, up to CAD 60.38 / sec while the bonus was active which clearly violates our bonus conditions .

All of your earnings were generated from this have been forfeited accordingly.

We encourage all of our customers to always take the time to read and understand all the terms of the website in order to avoid any inconvenience in the future.

l’Amy D. (_)

Nov 19, 2020, 6:15 AM UTC

Bonjour Jonathan,

Nous avons reçu votre demande de retrait. Toutefois, notre équipe de vérification l’a nié.

Veuillez noter que lors de la vérification de votre retrait, ils ont remarqué que nos conditions de bonus ont été violées.

Comme nous l’avons mentionné dans nos conditions générales :

« 18. Le montant maximum de retrait pour tout bonus gratuit et tours gratuits, est de 100 $, sauf indication contraire. Pour les primes émises pour les VIP, le montant maximal du retrait est de 10 fois (10 fois) le montant du bonus jusqu’à 5 000 $. Veuillez noter que votre niveau VIP est défini par la discrétion du casino. Les gains inutilisés pour une période de 30 jours ou plus seront annulés.

« 12. Les joueurs sont autorisés à placer des paris simples inférieurs à 20% de la valeur totale du Bonus Actif crédité et ne doivent pas dépasser 8 EUR, 8 USD, 8 AUD, 8 CAD, 80 SEK, 80 NOK (le cas échéant). Par conséquent, placer un pari de 8 EUR alors qu’il ya un bonus actif de 100 EUR en vigueur est considéré comme une pratique acceptable. Les joueurs VIP sont autorisés à placer des paris simples inférieurs à 30% de la valeur totale du Bonus Actif crédité et ne doivent pas dépasser 15 EUR, 15 USD, 15 AUD, 15 CAD, 150 SEK, 150 NOK (le cas échéant). Veuillez noter que votre niveau VIP est défini par la discrétion du casino. »

Lors de la vérification, le 17 Novembre, vous avez reçu un bonus gratuit de CAD 30,61, donc la mise maximale autorisée devrait être inférieure à CAD 6,12.

Notre équipe d’audit a trouvé des mises/s de 6,29 CAD, 6,38 CAD 6,84,CAD 6,99, jusqu’à 60,38 CAD alors que le bonus était actif qui viole clairement nos conditions de bonus.

Tous vos gains ont été générés à partir de cela ont été annulés en conséquence.

Nous encourageons tous nos clients à toujours trouver le temps de lire et de comprendre tous les termes du site web afin d’éviter tout inconvénient à l’avenir.

Dear bigjos,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue and understand your frustration.

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not standard practice yet. You were not stopped or blocked when you decided to increase your bet, and, as a result, you breached the maximum bet rule.

If you are aware of placing higher bets then the allowed ones, sadly, there is not much we can do to support your case at this time. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed.

Please do not hesitate to contact me you feel that you’ve been accused mistakenly, otherwise, I will be forced to reject your complaint. Thank you for your understanding.

Best regards,

Petronela

Dear bigjos,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Do I understand correctly that you have requested your game history from the casino, but you received an uncomplete one? Are you aware of placing greater bets than the allowed ones? 

Dear bigjos,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.