Ungerechtfertigte Beschlagnahme des Guthabens

Hi all guys, I invite you to read my complaint (closed without reason as unjustified) and examine the injustice suffered.

Here is the link:

https://casinoguruit.com/smokace-casino-le-vincite-del-giocatore-vegono-confiscate

Below is my latest response still in the approval process:

Hi Branislav, you closed the complaint without giving me the opportunity to reply.

First of all, I did not receive any pop-up notification of the end of the WR (I believe it is mandatory for the casino to demonstrate that I received the pop-up).

Secondly the casino notifications section was added after this complaint was filed and I have proof of this with screenshots.

Thirdly, where does it say that tokens have no value if earned with bonuses?

Since, once the balance was deducted from my account, the tokens remained in my wallet and allowed me to continue playing even after the balance was confiscated.

The tokens in question do not carry any T&Cs, so they do not have any rules attached to them.

Please know that you are completely off the mark and I consider the private exchange of emails between you and the casino to be incorrect, as data belonging to me were transmitted and by doing so I was not given the possibility of a further reply.

I demand you send me ALL the documents sent by the casino to your emails.

I wait for your answer

Ciao a tutti ragazzi, vi invito a leggere il mio reclamo (chiuso immotivatamente come ingiustificato) e ad esaminare l’ingiustizia subita.

Ecco il link:

https://casinoguruit.com/smokace-casino-le-vincite-del-giocatore-vengono-confiscate

Vi riporto di seguito la mia ultima risposta ancora in fase di approvazione:

Ciao Branislav, voi avete chiuso il reclamo senza darmi possibilità di replica.

Punto primo io non ho ricevuto nessun popup di avviso della fine del WR (ritengo d’obbligo che il casinò dimostri che mi sia arrivato il popup).

Seconda cosa la sezione notifiche del casinò è stata aggiunta dopo che è stato presentato il presente reclamo e ne ho le prove con gli screenshot.

Terza cosa dove c’è scritto che i token non hanno valenza se guadagnati con i bonus?

Visto che, una volta detratto il saldo dal mio conto, i token nel mio wallet sono comunque rimasti e mi hanno permesso di continuare a giocare anche successivamente alla confisca del saldo.

I token in questione non riportano T&C, quindi non hanno nessuna regola collegata ad essi.

Sappiate che siete pienamente fuori strada e ritengo scorretto lo scambio privato di mail tra voi e il casinò, in quanto son stati trasmessi dati di mia proprietà e così facendo non mi è stata data la possibilità di ulteriore replica.

Pretendo mi mandate TUTTI i documenti trasmessi dal casino alle vostre mail.

Attendo vostra risposta

write to me at the email listed in my profile. I will try to provide you with legal assistance (you do not need to pay for a consultation)

HI,

Do you think he's somehow right?

Do you also think there is something very strange and unfair about the whole thing?

Ciao,

Pensi abbia in qualche modo ragione?

Pensi anche tu ci sia qualcosa di molto strano e ingiusto in tutta la faccenda?

a lawyer can review your evidence and assess your chances of success. After that we can try to put pressure on them

In general, if you want to get legal assistance and possibly file a claim against the casino, contact me

Hello there. I have read your complaint and Branislav closed it as "unjustified" after the casino provided clear evidence with the explanation: "The casino has provided evidence that the player had been informed about the bonus terms and that the tokens used were invalid. We concluded that the casino had acted in line with its terms and conditions, and the player's complaint was deemed unjustified."

He has also recommended to you contact the gaming authority if you are not satisfied with the result of your complaint. Have you tried that by any chance? We would surely like to know the outcome, please.

Hi Romi, I ask you:

What is the difference between this case and mine? I'll give you the link

https://casinoguruit.com/dozenspins-casino-the-winnings-of-the-player-have-been

Considering that the casino in question is made by Altacore, the same owner of Smokace.

There are other similar cases successfully solved by your team, again in Altacore casinos. So I would like you to explain to me why your decisions/statements are valid in some complaints, while in mine they were not taken into consideration at all.

I also report the answer from Peter from the complaint resolution center:

Dear Dozenspins Casino team,

"In our casino as soon as the player has accumulated the betting bonus, the entire bonus amount (if there is no limit to the promotion on which the bonus is accrued), which is on the gaming account is transferred to the real account of the player, i.e. transformed into real funds.

If there is a limit on winnings/withdrawals from the bonus, only the amount established by the maximum values of the promotional action will be transferred into real funds."

If I understand correctly, according to the above, if a player successfully finishes wagering a bonus, the funds go directly to the real money balance, right? My question is: how do players know that the bonus has ended and that no other bonus conditions apply? When I play with a bonus and finish the bet, the money goes to my real money balance, it's my real money, right? How can you apply a max cashout bonus on real money? This doesn't make much sense. We believe that Ypsi2005 should be paid in full as the winnings he made were made from his real money balance.

Ciao Romi, ti chiedo:

Che differenza c’è tra questo caso e il mio? Ti riporto il link

https://casinoguruit.com/dozenspins-casino-le-vincite-del-giocatore-sono-state

Contando che il casinò in questiona da parte della Altacore, stessa proprietaria di Smokace.

Ci sono altri casi simili risolti con successo dal vostro team, sempre in casino di Altacore. Quindi vorrei mi spiegaste perché le vostre decisioni/affermazioni in alcuni reclami valgano, mentre nel mio non sono state minimamente prese in considerazione.

Ti riporto anche la risposta di Peter del centro risoluzione reclami:

Caro team di Dozenspins Casino,

"Nel nostro casinò non appena il giocatore ha accumulato il bonus di scommessa, l'intero importo del bonus (se non ci sono limiti alla promozione su cui è maturato il bonus), che si trova sul conto di gioco viene trasferito sul conto reale del giocatore, cioè trasformati in fondi reali.

Se c'è un limite alla vincita/prelievo dal bonus, in fondi reali verrà trasferito solo l'importo stabilito dai valori massimi dell'azione promozionale."

Se ho capito bene, secondo quanto sopra, se un giocatore finisce con successo di scommettere un bonus, i fondi vanno direttamente al saldo in denaro reale, giusto? La mia domanda è: come fanno i giocatori a sapere che il bonus è terminato e che non si applicano altre condizioni del bonus? Quando gioco con un bonus e finisco la scommessa, il denaro va sul mio saldo in denaro reale, è il mio denaro reale, giusto? Come puoi applicare un bonus max cashout su soldi veri? Questo non ha molto senso. Siamo convinti che Ypsi2005 dovrebbe essere pagato per intero poiché le vincite che ha realizzato sono state ricavate dal suo saldo in denaro reale.

I also report this complaint:

https://casinoguruit.com/iwild-casino-the-winnings-of-the-player-have-been-substantially

Riporto snche questo reclamo:

https://casinoguruit.com/iwild-casino-le-vincite-del-giocatore-sono-state-sostanzialmente

Unfortunately, I am not able to answer this question of yours. We look at every case individually, and our team does everything possible to help each player.

In your case, there is nothing else we can do and that is why Branislav recommended to you contact the gaming authority if you feel that the decision was not right. Also, if you feel that your case was not precisely solved and you have some other proof, you can ask to reopen the case.

If you have any other issues and would like some help, please do not hesitate to contact us.

Hi Romi,

for informational purposes only.

Why is it that in this complaint ( https://casinoguruit.com/iwild-casino-le-vincite-del-giocatore-vegono-ripetutatamente ), concluded successfully, the behavior of deducting the winnings twice was considered incorrect, while in Was my case considered legitimate?

You yourselves say in many posts and articles that this behavior is absolutely incorrect.

In my case, as in the case of the Iwild player, the winnings were deducted both upon reaching the bonus respin and during the withdrawal phase. So deducted twice.

I kindly await your response

Ciao Romi,

a puro titolo informativo.

Come mai in questo reclamo ( https://casinoguruit.com/iwild-casino-le-vincite-del-giocatore-vengono-ripetutamente ), concluso con successo, è stata valutato scorretto il comportamento di detrarre due volte le vincite, mentre nel mio caso è stato considerato lecito?

Voi stessi dite in moltissimi post e articoli che tale comportamento è assolutamente scorretto.

Nel mio caso, come nel caso del giocatore di Iwild, le vincite sono state detratte sia al raggiungimento del rigiro del bonus e sia in fase di prelievo. Quindi detratte due volte.

Attendo cortesemente tua risposta

I believe that every case is different and cannot be looked at the same.

If you feel that your case was not taken care of in the right way or you have any other proof, do not hesitate to ask to reopen it at any time. I am sure that our complaint team will look at it and see if there is anything they can do for you, of course.

Hey write to me here nicola.vecera@libero.it

I would also like to discuss by phone to exchange experiences and understand a little

Ale scrivimi qua nicola.vecera@libero.it

vorrei discutere anche telefonicamente per scambio di esperienze e capire un po