Prezado Tillykke,
Muito obrigado por enviar sua reclamação. Lamento saber do seu problema.
Verifiquei os termos e condições gerais do bônus e foi isso que encontrei ( aqui ):
"19. Os jogos de caça-níqueis listados abaixo estão excluídos de todas as promoções de bônus. As apostas feitas nesses caça-níqueis enquanto um bônus estiver ativo não contribuirão para o cumprimento das apostas desse bônus. Quaisquer ganhos decorrentes de um bônus jogado nesses jogos serão perdidos.
5 Leões, 5 Leões de Ouro, 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 Kin g, Sahara Nights, Scrooge, Segredo das Pedras, Segredos da Atlântida, Simsalabim, Rainha Solar, Doce Bonanza, Templo da Riqueza, A Casa do Cachorro, O Verdadeiro Xerife, Vitorioso, Hora Selvagem, Riquezas Selvagens, Zumbis, Caos Tripulação .
...
Termos do bônus atualizados em 30/09/2020."
No entanto, achamos que os jogos restritos para jogo de bônus devem ser bloqueados, e essa regra deve ser aplicada no nível do software, ou seja, o software ou site do cassino não deve permitir que os jogadores façam apostas nos jogos que não podem ser jogados enquanto completam o apostas de bônus.
Você poderia informar se foi o seu primeiro bônus resgatado neste cassino?
Espero que possamos ajudá-lo a resolver seu problema o mais rápido possível. Ansioso por saber sobre você.
Atenciosamente,
Petronela
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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