Уважаеми Tillykke,
Благодаря ви много, че изпратихте жалбата си. Съжалявам да чуя за вашия проблем.
Проверих общите правила и условия за бонуси и ето какво намерих ( тук ):
„19. Слот игрите, изброени по-долу, са изключени от всички бонус промоции. Залозите, направени на тези слотове, докато бонусът е активен, няма да допринесат за изпълнението на залаганията на този бонус. Всички печалби, произтичащи от бонус, игран на тези игри, ще бъдат конфискувани.
5 Lions, 5 Lions Gold, Ankh of Anubis, Betina Bingo, Black Mamba, Big Bad Wolf, Blood Summers, Castle Builder, Castle Builder 2, Celebration of Wealth, Coins of Egypt, Cowboys Gold, Creature from the Black Lagoon, Dazzle Me , Dead or Alive, Dead or Alive 2, Demolition Squad, Deuces Wild, Devil's Delight, Diamond Vortex, Doom of Egypt, Eggomatic, Feline Fury, Forsaken Kingdom, Fruit Shop, Fruit Shop Christmas Edition, Gold Volcano, Gonzo's Quest Megaways, Greek Gods, Guns N' Roses, Hercules and Pegasus, Holiday Season, Honey Rush, Hook's Heroes, Hope Diamond, House of Doom, Hugo 2, Immortal Romance, Jackhammer 2, Jimi Hendrix, Jungle Spirit, Koi Princess, Legacy of Dead, Legacy of Egypt, Leprechaun Riches, Lost Relics, Lucky Angler, Max Damage Slot, Money Train 2, Moon Princess, Perfect Gems, Pimped, Planet Fortune, Rainforest Magic, Rainforest Magic Bingo, Reactoonz, Reactoonz 2, Riches of Robin, Rise of Merlin , Rise of Olympus, Robin Hood - Shifting Riches, Royal Masquerade, Safari Kin g, Sahara Nights, Scrooge, Secret of the Stones, Secrets of Atlantis, Simsalabim, Solar Queen, Sweet Bonanza, Temple of Wealth, The Dog House, The True Sheriff, Victorious, Wild O' Clock, Wild Wild Riches, Zombies, Chaos екипаж _
...
Бонусните условия са актуализирани на 30.09.2020 г."
Ние обаче смятаме, че ограничените игри за бонус игра трябва да бъдат блокирани и това правило да се прилага на софтуерно ниво, т.е. софтуерът или уебсайтът на казиното не трябва да позволява на играчите да залагат на игри, които не са разрешени за игра, докато завършват бонус залагане.
Бихте ли ми казали дали това е първият ви осребрен бонус в това казино?
Надяваме се, че ще можем да ви помогнем да разрешите проблема си възможно най-скоро. Очаквам с нетърпение да те чуя.
С Най-Добри Пожелания,
Петронела
Dear Tillykke,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
I have checked the general bonus terms and conditions, and this is what I found (here):
"19. The slot games listed below are excluded from all bonus promotions. Bets placed on these slots while a bonus is active will not contribute towards wagering fulfilment of that bonus. Any winnings deriving from a bonus played on these games will be forfeited.
5 Lions, 5 Lions Gold, Ankh of Anubis, Betina Bingo, Black Mamba, Big Bad Wolf, Blood Suckers, Castle Builder, Castle Builder 2, Celebration of Wealth, Coins of Egypt, Cowboys Gold, Creature from the Black Lagoon, Dazzle Me, Dead or Alive, Dead or Alive 2, Demolition Squad, Deuces Wild, Devil’s Delight, Diamond Vortex, Doom of Egypt, Eggomatic, Feline Fury, Forsaken Kingdom, Fruit Shop, Fruit Shop Christmas Edition, Gold Volcano, Gonzo’s Quest Megaways, Greek Gods, Guns N’ Roses, Hercules and Pegasus, Holiday Season, Honey Rush, Hook’s Heroes, Hope Diamond, House of Doom, Hugo 2, Immortal Romance, Jackhammer 2, Jimi Hendrix, Jungle Spirit, Koi Princess, Legacy of Dead, Legacy of Egypt, Leprechaun Riches, Lost Relics, Lucky Angler, Max Damage Slot, Money Train 2, Moon Princess, Perfect Gems, Pimped, Planet Fortune, Rainforest Magic, Rainforest Magic Bingo, Reactoonz, Reactoonz 2, Riches of Robin, Rise of Merlin, Rise of Olympus, Robin Hood - Shifting Riches, Royal Masquerade, Safari King, Sahara Nights, Scrooge, Secret of the Stones, Secrets of Atlantis, Simsalabim, Solar Queen, Sweet Bonanza, Temple of Wealth, The Dog House, The True Sheriff, Victorious, Wild O’ Clock, Wild Wild Riches, Zombies, Chaos Crew.
...
Bonus terms updated on 30/09/2020."
However, we think that restricted games for bonus play should be blocked, and this rule enforced at the software level, i.e., the casino's software or website shouldn't let players place bets on the games that are not allowed to be played while completing the bonus wagering.
Could you please advise if it was your first redeemed bonus in this casino?
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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