Neon54 Casino - Il giocatore è soggetto a restrizioni sulle vincite bonus.

I had a casino promotion that offered a reload bonus based on the amount I deposited. I was awarded a bonus that I unlocked by returning it x35. After the rollover was completed, my balance was approximately €1,124.

When it came time to convert it into real Sardo, the casino reduced the amount converted into real Sardo to approximately €560, telling me that with this bonus, you can't win more than five times the value of the bonus itself. So, in this case, the bonus was €112, and multiplying it by five would result in a real balance of €560, basing their argument on the terms and conditions. I need your help because what the casino did is not legal, in my opinion.

ho una promozione del casinò che ha offerto un bonus ricarica in base all’importo ricaricato. Mi è stata assegnato un bonus che ho sbloccato tornandolo x35. A rollover completato il saldo era circa 1124 euro .

Al momento di convertirlo in sardo reale, il casinò mi ha ridotto l’importo trasformato in sardo reale in 560 € circa dicendomi che con tale bonus non ci può vincere più di cinque volte il valore del bonus se stesso quindi in questo caso il bonus era 112 € e moltiplicato per cinque si andava l’importo convertito in saldo reale di 560 € basando la loro tesi su termini e condizioni. Io ho bisogno del vostro aiuto in quanto ciò che casino ha fatto non è dal mio punto di vista regolare.

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Dear LelloX47,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please clarify which bonus you played with? Please post a promo code, promotional email, or link you used to activate the offer here in this thread.
• How much did you deposit to activate this bonus?
• Have you tried contacting the casino regarding this issue?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

So, let me explain in style and context what happened. After I topped up as per the promo, I received a €112 bonus.

Allora procedo con la spiegazione per stile e per segno di ciò che è successo. In seguito alla ricarica da me effettuata come da promo ho ricevuto un bonus di 112 €.

Or above I have attached the bonus screen and the top-up screen, the bonus has a x35 rollover which I unlocked, closing with approximately €1200

O sopra ti ho allegato lo screen del bonus e lo screen della ricarica il bonus ha un rollover x35 che io ho sbloccato arrivando a chiudere con 1200 € circa

When crediting the account, the casino credited €560, explaining to me that with free spins, where there is a maximum Rollo over x40, you can transform a real balance of x5

Al momento dell’accredito sull’account, il casinò ha accreditato 560 € dandomi come spiegazione che con le giocate gratuite, dove c’è un Rollo over x40 massimo si può trasformare in saldo reale un x5

When I contacted support, I was told that the casino's terms and conditions stipulate this. I reread the terms and conditions regarding bonuses, and that's actually not the case. They applied an article that, in my opinion, doesn't apply to the promo I received, which is a bonus resulting from a reload and not free spins. The relevant part of the terms and conditions is what I'm attaching.

Quando ho contattato l’assistenza mi è stato detto che termini e condizioni del regolamento del casinò prevede questo. Io sono andata a rileggere termini e condizioni in materia di bonus e realmente non è così loro hanno applicato un articolo che non dal mio punto di vista, si associa alla promo Che ho ottenuto che è un bonus derivante da una ricarica e non sono giri gratuiti il punto in questione del termini e condizioni, è questo che ti allego.

I am attaching the exact correspondence I had with customer service where it is clear that they apply terms and conditions which, however, do not include the bonus I received based on the top-up, give me regularly made

Ti allego le esatte intercorse intercorse con il servizio clienti dove è chiaro che loro si applicano un termini e condizioni che comunque sia, non inquadra il bonus che ho ricevuto in base alla ricarica, dammi regolarmente effettuato

For every explanation I asked about this behavior from the casino, which I don't consider transparent, I found a brick wall in which they say that it is provided for by the terms and conditions, but as you can see from the attached screenshot of the article that frames the term bonus conditions, something completely different is written compared to what they claim.

A ogni spiegazione in merito richiesta su tale comportamento da parte del casinò che io non lo ritengo trasparente, ho trovato un muro di gomma nella quale loro dicono che è previsto da termini e condizioni, ma come vedi dallo screenshot allegato dell’articolo che inquadra il termine condizioni bonus è scritto ben altra cosa rispetto a quello che loro sostengano

Unless I was able to extract the exact article in the terms and conditions where the casino claims it, I rely on the article extracted from their terms and conditions, where it is very clear that the reference of this article cannot be applied to my bonus in question, which is a reload bonus and not free spins with x40 rollover.

Almeno che nel termine condizioni non sia riuscita a estrapolare l’articolo esatto dove è previsto quello che rivendica il casinò, io mi baso sull’articolo estrapolato dal loro termine e condizioni, dove è ben chiaro che il riferimento di questo articolo non può essere applicato al mio bonus in questione, che è un bonus sulla ricarica e non sono giri gratuiti con rollover x40

I think it's fair that the casino demonstrates its claims so that I can accept the decision with complete peace of mind. Doing so seems like a stretch on the part of the casino itself. Again, I'm basing my argument on the article taken from the terms and conditions.

mi sembra giusto che il casinò dimostri quello che sostiene in maniera tale che io possa accettare la decisione in tutta serenità così facendo mi sembra una forzatura di parte del casinò stesso. Ripeto, io mi baso sull’articolo estrapolato da termine condizioni.

Dear LelloX47,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Stefan ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Dear LelloX47,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Neon54 Casino to join this conversation and assist in addressing the complaint.

Dear Neon54 Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

ok I'll wait

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Dear LelloX47,

We hope this message finds you well.

We apologize for the inconvenience you have encountered with our bonus offer.

Please be assured that the matter has been escalated internally, and I will provide you with a resolution as soon as possible.

Thank you for your understanding.

Kind Regards,

Neon54 Casino Team

I hope you're transparent and don't make fun of me. I hope this all boils down to a simple, trivial mistake that you've resolved promptly. I'd hate to reach a conclusion where I feel defrauded.

Speriamo che siate trasparenti e che non mi prendiate in giro spero che si concluda il tutto con un semplice banale errore da voi risolto in tempi celeri. Mi dispiacerebbe arrivare alla conclusione nella quale mi sento raggirato.

Dear Neon54 Casino Team,

Thank you for your update regarding the player’s bonus issue.

I will await your message with the resolution and appreciate your efforts in addressing this matter.