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Spins Cruise: [solved] Does not pay out win/interpretation of bonus conditions to own advantage. (Page 2)

Topic created on 12th Aug. 2019 | Page: 2 of 3 | Answers: 20 | Views: 7,099
Kleinkariert
Expert

[solved] Does not pay out win/interpretation of bonus conditions to own...

14th Aug. 2019, at 04:17 am CEST#11
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SickSide43 wrote on 13.08.2019 at 19:21: well, to generate satisfied customers who like to recommend the Provider should be in the interest of the company. And if the terms and conditions are misleading and lead to dissatisfaction, you can change them to that effect^^

For people with a bit of moral understanding yes, for casino operators no in any case. There is so much that <rumsprechen>could change if the casinos would behave normally. Slow processing time, suddenly renewed requests for documents, with high wins every register is pulled that there was no error in the game and you have not cheated (vice versa if a game has lost the free spins you have to wait weeks to months because you would be lying and such a thing can not be).

Online casinos are simply to be enjoyed with caution, you must always be careful that you do not fall into a case. Even casinos that you previously found reputable can change quickly and with enough pressure, this passage would be introduced there. By the way, many casino managers hardly know anything about gambling, neither current games nor the possibilities to push up a ladder. There is probably no other industry where the competition is written off so much.</rumsprechen>

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v****2

[solved] Does not pay out win/interpretation of bonus conditions to own...

14th Aug. 2019, at 06:41 pm CEST#12
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so in principle you are of course right...rule violation = money gone.
but in this case I would at least make the effort and submit a complaint directly to the mga !
on the one hand according to SickSide43 the Bonus terms & conditions here are not clearly interpreted and on the other hand it was
only 1 "miss click" which had a negative impact on SickSide43's bankroll and not an obvious "max
obvious "max. bet per spin" rule violation. there may be no turn in your favor
SickSide43 but who knows how the mga sees this and whether they CasinoCruise not possibly times feel on the tooth...

(the complaint form can be found here SickSide43)

https://www.mga.org.mt/support/online-gaming-support/

good luck

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SickSide43

[solved] Does not pay out win/interpretation of bonus conditions to own...

14th Aug. 2019, at 07:27 pm CEST#13
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vomvom12 wrote on 14.08.2019 at 18:41: so in principle you are of course right...rule violation = kohle futsch.
but in this case I would at least make the effort and submit a complaint directly to the mga !
on the one hand, according to SickSide43, the Bonus terms & conditions are not clearly interpreted here and on the other hand it was
only 1 "miss click" which had a negative impact on SickSide43's bankroll and not an obvious "max
obvious "max. bet per spin" rule violation. there might not be a turn in your favor
SickSide43 but who knows how the mga sees this and whether they CasinoCruise not possibly times feel on the tooth...

(the complaint form can be found here SickSide43)

https://www.mga.org.mt/support/online-gaming-support/

good luck

Exactly, that's how I see it too. So I will now submit a complaint. In addition, I would then again respond to the message of the support and refer to the missing terms and conditions. Do you think it makes sense at this point to mention that on this forum was already created a thread and a complaint was filed with the MGA?

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SickSide43

[solved] Does not pay out win/interpretation of bonus conditions to own...

4th Oct. 2019, at 09:01 pm CEST#14
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Well, I submitted a complaint to the MGA in mid-August and received the automated confirmation of receipt. After that, nothing happened. No answer. Now one is only more sure with what kind of criminals one has to do it there, if the supervisory authority does not even consider it necessary to answer. So much for the topic - I have since then played in any online casino more. do not be fooled people...

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upola
Legend

[solved] Does not pay out win/interpretation of bonus conditions to own...

4th Oct. 2019, at 11:01 pm CEST#15
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But that's just a good six weeks ago.
Since what can still come, have read that it has taken 3 months for others to have reported.

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x****Y

[solved] Does not pay out win/interpretation of bonus conditions to own...

4th Oct. 2019, at 11:21 pm CEST#16
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The MGA is really slow, so there's bound to be something to come. Even if it is 99% decided against you.

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Anonym

[solved] Does not pay out win/interpretation of bonus conditions to own...

5th Oct. 2019, at 01:03 am CEST#17
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Liked this post: Avatar von SickSide43 SickSide43
SickSide43 wrote on 08/12/2019 2:55 PM: Hello Dear GambleJoe Team,

I have been playing at Online Casinos for a few years now, which I mostly check at Gamblejoe before signing up. Since a Curacao casino refused me a payout in 2018, I only play in Malta licensed casinos. So also like my new registration on Casino Cruise on 10.08.19.

I registered and deposited €25 with the Welcome bonus of 100%. Relatively quickly I got four explorers in the free spins on Ramses Book on 70ct, so 700 euro win, which added up to about 800€ with the balance. At this point there was still a good 600€ bonus to convert. When the account balance reached 450€ the bonus was wagered and I wanted to withdraw the same amount. The withdrawal was accepted.

The following day, the 11.08.19, I received an email from support. My withdrawal was canceled. I have allegedly once 94 € (?!) and once 10 € bet and thus violated the conditions. So I wrote to the Live Chat that can not be and you can not bet in Ramses Book 94€. In the live chat was a nice employee and we now assumed that I must have used the Risk ladder once, because in the game it says that I have won from the 94 € 85 €.

If that was the case, it was not intended, because the game hung again and again... The live chat employee gave me the email address complaints@casinocruise.com and said I should describe my concern there so that it is forwarded directly to the manager, he could not decide in this case

So I described my concern and pointed out that even if I had used the Risk ladder function, this is not excluded in the Bonus terms and conditions, and it would only be fair to pay out the win, since I have not even turned over 5€, as described in the terms and conditions. I even linked an excerpt of the terms and conditions of I think Wunderino which exclude the ladder, for example, and generally exclude gamble features in the terms and conditions, even if they do not contribute to the conversion of the bonus.

I got about 1 hour later an email with the same standard phrase as before: You do not pay out because I would have violated bonus conditions. They did not respond in any way to my comment about the missing section in the terms and conditions, although this is also of interest to them.

I don't find this behavior fair, and meanwhile I doubt if it is safe to play in online casinos at all, if even the MGA licensed ones don't pay out.

By reading other posts I have learned that the admin of Gamblejoe has more opportunities to establish a contact with the operators. Since my mail was read again only by an employee without decision-making power, I would be very happy if my request could be forwarded to the right place. Or do you think I should file a complaint with the MGA? I would be very happy about any help! If you are interested, I would be happy to send you the live chat history and the initial letter from support.

With kind regards



(here still my mail to the support after the livechat conversation, and the following phrase)


Good evening Casino Cruise Team,

a livechat employee named Casper told me I should write to this email address to get in direct contact to the Casino Cruise manager as he isnt able to decide in my case.

I am a new player in the casinocruise casino and made my first Deposit on 10.08.19. I played with the welcome bonus and won round about 800€.
As I had 450€ left the bonus was implemented and I was able to withdraw.

Today the casino cruise finance team sent me a message that the withdraw was refused because I played against bonus terms and conditions. I was very surprised as I read the bonus terms and conditions before I played. This isnt the first online casino i play in, i have accounts in several ones. So I was thinking about what could it be, and then a support employee sent me the playing sheets which says I bet once 94 eur and got 85 with it. That means I must have accidently used the risk ladder once we figured out. So i had a look in the online forum im active in, gamblejoe.com and found out that most casinos, which dont allow the risk ladder while playing with bonus, state that in their terms and conditions.


Your terms and conditions dont say so:

10. The maximum single wager allowed with a bonus (until the Wagering requirements are met) is: Slots and Video Slots - €5 per wager or $5 in equivalent currency. Any other game - 30€ per bet or in equivalent currency comparable to 30 USD. Failure to comply with this rule may result in the removal of winnings.

(link Terms and Conditions Casino cruise)


Other casinos like wunderino.com for example added this term

Some games also have a "Gamble Feature" where each win in the game is used to bet on a higher win. "Gamble features may not be used when playing with bonus money.

Which translates to:
Some games have a "gamble feature", where a win in the game is used to bet on a higher win. "Gamble features are not allowed to be used, if you play with bonus money.



So i would like to ask you firstly: To be accommodating and pay me the win, because the offense is questionable, so i can recommend this casino without hesitation.

And secondly: Maybe its in your interest to add te above named term to your terms and conditions to prevent misunderstandings and bad reviews.



Im looking forward to a fast reply to clarify this matter.

Best Regards


.......









Dear .....

Thank you for sharing your concerns with us.

As you were advised previously the reason for the confiscation is the high bet breach with bonus funds,

Please be advised that any in game feature like the gamble feature is part of the bet placed, For example if you're playing with bonus funds and place a bet of £1 and win £15, then you gamble the win you are actually using the bonus funds and the next bet will be the amount of £15.

I hope this clears the misunderstanding for you.

Should you have any further questions we have an amazing team that are happy to help via chat, email and phone!

Nasir
Casino Cruise Support Team



I see HAARGENAUSO like you !!!!!
You can NOT rely on the licenses anymore!!!!
Meanwhile, (according to my own experience about a few months ago) many of the MGA licensed casinos make problems of various kinds about which you did not have to worry before
Have, since I observed this at many different casinos, all the time now a bad feeling when playing online

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SickSide43

[solved] Does not pay out win/interpretation of bonus conditions to own...

13th Nov. 2019, at 04:38 pm CET#18
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upola wrote on 04.10.2019 at 23:01: But that's just a good six weeks ago.
There may still be something coming, have read that it has taken others 3 months until they have reported.

Meanwhile, the 3 months are also rum, no response from the MGA...

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mm250ps
Amateur

[solved] Does not pay out win/interpretation of bonus conditions to own...

13th Nov. 2019, at 05:14 pm CET#19
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SickSide43 wrote on 11/13/2019 at 4:38 pm
Meanwhile the 3 months are also over, no answer from the MGA...

What exactly are you waiting for? You have now times the ladder used although you were still in the bonus. What should do the MGA exactly? From the casino to change the terms and conditions for you?

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SickSide43

[solved] Does not pay out win/interpretation of bonus conditions to own...

14th Nov. 2019, at 12:14 am CET#20
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mm250ps wrote on 11/13/2019 at 5:14 pm
What exactly are you waiting for? You have now used the ladder even though you were still in the bonus. What exactly is the MGA supposed to do? From the casino to change the T&C for you?

The MGA could preserve the last bit of seriousness in my opinion by at least answering. If you have read the whole thread you know that there is nothing in the terms and conditions... I just thought of it today and noticed that they still have not answered. f**k the win, I have not played since then. Wanted to make at the point just again to the attention that even the MGA casinos do what they want. If only one more person can no longer be fooled by them has the renewed post but already worth it or not... If you want to gamble for money rather plays cards with friends, because no one pulls you in malta off^^

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