Brillx Casino - Выигрыш игрока конфискован.

Dear mb1757142,

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. Do I understand correctly that you have two active bonuses at the same time? Could you please post here a screenshot of your bonus history?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

Thank you very much in advance for your reply.

Best regards,

Kristina

Thank you for your reply, mb1757142. I apologize, but I have no idea what you tried to say. Could you please elaborate?

Thank you very much, mb1757142, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, mb1757142,

I am sorry to hear about your unpleasant experience, and I am sorry for the delay. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Brillx Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Brillx Casino team,

Could you please provide us with an explanation of the player's situation in more detail? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear mb1757142,

Just letting you know I am in contact with the casino representative outside of the thread, and I was informed that they are experiencing some technical issues with their account in our system.

Therefore, I am extending the timer once again for the casino, until the end of next week (Friday), and I provided them manually with an authorization link for logging into their account in case the issue persists, so they should be able to reply here directly without problems.

However, 2 weeks passed, and we have not been provided with any relevant information regarding the matter, so if no one from the casino replies or provides us with the relevant details until the current timer expires, the complaint will be closed in accordance with the information in my previous post. The casino was informed about the same.

Thank you for your patience and understanding.

Dear Brillx Casino team,

Please, look at my post added on June 28, 2023, and provide us with the requested details.

Looking forward to hearing from you.

Hello, I'm replying to you about your request to reset your balance due to paragraph 8.3 of the rules. The operator has correctly informed you about your situation. I attach a screenshot with confirmation from the database about bonus accumulation, which is strictly prohibited. 

Dear Brillx Casino team,

Could you please provide us with an explanation of the player's situation in more detail?

Frankly, from the provided screenshot, it is still unclear what happened and what should be done on the player's side to resolve the situation. Even column names are missing there, so it is not clear what the values represent.

Can you provide her with clear instructions for further proceeding?

In case any portion of her winnings was confiscated - please, provide us with a reason and relevant evidence to support your claims and the casino's decision. What exactly do you mean by "bonus accumulation"?

Are we talking about no-deposit bonuses or deposit bonuses? Is it about using more than one bonus at the same time or delayed rounds (accumulation of in-game features with a bonus and then collecting winnings with real money after bonus funds loss), or anything else?

If the main issue is using more than 1 bonus at the same time - if it is prohibited by the casino's terms and conditions, why are the players allowed to do it when the casino then confiscates their winnings for doing it?

Feel free to send the necessary information and details to my email (branislav.b@casino.guru), or simply use Skype if it fits you better.

Looking forward to hearing from you.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear mb1757142,

Thank you for your emails and the screenshots provided.

As I can see, you are already in contact with the regulator who requested additional documents from you.

In your last post, you shared a screenshot that is irrelevant and you checked it on a different Curacao regulator's website. There are more Curacao licenses, and based on your email - you contacted the correct one.

This is the confirmation of a valid Gaming Curacao license by checking the casino operator and license number stated publicly on the casino website:

While we will wait for the casino's response, please, provide me with the information on whether you already sent the requested documents to Gaming Curacao. Is there any progress or update?

However, without further details and explanation from the casino, there is no option for how we could move forward. Therefore, let's stay patient and positive, and wait for the casino's reply and information. But, since you decided to contact the regulator, we will be likely forced to wait for its final decision.

I am attaching a screenshot explaining the columns and their meanings:

In this case, the player, as I attached a screenshot in the previous message, was noticed accumulating site bonuses, 2 actions in a row (column "operations"). These actions are prohibited on the site, if they are noticed - the funds will be withdrawn, and the balance will be reset to zero referring to paragraph 8.3 of the rules.

8.3. Replenishment by activating promotional codes / spinning the wheel / distributing coins and other types of bonuses is possible only if the previous bonus is fully used (withdrawal of winnings / loss of the promotional amount).

The accumulation of bonuses is prohibited by the rules of our site.

"If the main problem is using more than 1 bonus at the same time - if this is prohibited by the terms and conditions of the casino, why are players allowed to do this when the casino confiscates their winnings for it?" - We have no right to restrict any actions of users on the site, any user can perform absolutely any actions on the site. To prohibit them from using promotions or other promotions/bonuses is simply not possible.

If again refer to the abuse of bonus funds, here is a confirmation from the same day of the player's game session, which shows a systematic violation of the rules.

Прикрепляю скриншот объяснения столбцов и их значения:

В данном случае у игрока, как я прикрепил скриншот в предыдущем сообщении, было замечено накопление бонусов сайта, 2 действия подряд (столбец "операции"). Данные действия запрещены на сайте, если таковы будут замечены - средства будут изъяты, а баланс обнулён ссылаясь на пункт правил 8.3.

8.3. Пополнение за счет активации промокодов / вращения колеса / раздачи монет и других видов бонусов возможно только при условии полного использования предыдущего бонуса (вывод выигрыша / проигрыш суммы промо).

Накопление бонусов запрещено правилами нашего сайта.

"Если основная проблема заключается в использовании более 1 бонуса одновременно - если это запрещено правилами и условиями казино, почему игрокам разрешено это делать, когда казино конфискует их выигрыши за это?" - Мы не вправе ограничивать какие-либо действия пользователей на сайте, любой пользователь может выполнять абсолютно любые действия на сайте. Запретить им использовать акции или другие промо/бонусы просто не является возможным.

Если опять же ссылаться на злоупотребление бонусными средства, вот подтверждение с того же дня игровой сессии игрока, где видно систематическое нарушение правил.

Thank you both for your replies.

Dear mb1757142,

Do I understand correctly that you played only with no-deposits bonuses, and that you used them consecutively one by one without any deposit made in between? Have you ever deposited real money into the casino?

And I would like to repeat my question that you have not answered yet.

"... please, provide me with the information on whether you already sent the requested documents to Gaming Curacao. Is there any progress or update?"

Dear Brillx Casino team,

But the mentioned paragraph does not explain bonuses accumulation or, as you claimed, 2 actions in a row clearly.

What is please the minimum bet amount possible in the casino (slots), and how does the casino define the loss of the promotional amount ("full use")?

What exact bonuses are we talking about, and where can we find specific terms and conditions for these bonuses if there are any? Were those only no-deposit bonuses or were there also any deposit bonuses used?

However, we would need more details regarding the bets made. We can see a number of operations in the screenshots, but we have no information about the bets and their values at all.

Can you please send me the player's complete play history/game logs?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

"We have no right to restrict any actions of users on the site, any user can perform absolutely any actions on the site. To prohibit them from using promotions or other promotions/bonuses is simply not possible."

I dare to disagree - yes, you have, and it should be possible to prohibit them from using promotions in certain circumstances, especially, if it could mean a breach of the casino's Terms and Conditions, which may not be completely clear and understandable for the players. It could be enforced by the casino's system/software. Alternatively, if the players should be allowed to perform absolutely any actions on the casino website, the casino should offer services that do not automatically cause a breach of the rules (since allowed).

Looking forward to hearing from you.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello, I explain the screenshots again:

The screenshot shows the logs of the player's actions for the period of his handling of the problem. This screenshot shows 2 operations with intervals from 05/29/2023 00:40:09 to 05/29/2023 02:24:01 where 2 operations of CAPTURE the wheel bonus follow one after another, which is prohibited by the rules of the site, which is indicated when registering a game account. With these rules, after completing the registration, the player, in turn, agrees, obliging to fulfill and takes them into account.

The player himself can provide these actions from the logs, so that the forum moderators can also check him for fraud and check me as a representative that I am providing the data of this particular player, and not the "drawn one".

The link to the rules is clickable, it is a hyperlink.

The minimum bet amount in the novomatic provider is 1 kopeck, it is not difficult for players to wager them 1k1, in order to wager the bonus, which he took and wants to use for his own purposes.

This player does not make deposits, here is his extract from the panel, where "attempts" of payments are visible, but they did not end positively.

"Error" in the screenshot indicates that the player tried to pay the bill, but at some stage, rejected or closed the payment page.

"Waiting" - means that the player opened the payment page and just closed it.

"Success" - successful and credited to the player's account payment.

At the top of the screenshot, the player ID is indicated, as proof that the screenshot shows the payment history of this particular player, and not another. The player can provide a screenshot from the "partners" tab so that the casino guru can make sure that I'm talking about this particular player. If the player refuses to do this, then it will not be advisable to consider anything else.

This screenshot shows an example where the player ID is indicated. This is a screenshot from my LC.

Здравствуйте, объясняю скриншоты снова:

На скриншоте изображение логов действий игрока за период его обращения с проблемой. На данном скриншоте видно 2 операции с промежутками 29.05.2023 00:40:09 по 29.05.2023 02:24:01 где друг за другом идёт 2 операции ВЗЯТИЯ бонуса колеса, что запрещено правилами сайта, что указаны при регистрации игрового аккаунта. С данными правилами, после завершения регистрации игрок в свою очередь соглашается, обязываясь исполнять и принимает их к сведению.

Данные действия из логов может предоставить и сам игрок, чтобы модераторы форума могли его так же проверить на обман и проверить меня как представителя, что я предоставляю данные именно этого игрока, а не "нарисованного".

Ссылка на правила кликабельна, это гиперссылка.

Минимальная сумма ставки в провайдере novomatic по 1 копейке, для игроков не составляет труда их отыгрывать 1к1, для отыгрыша бонуса, которого он взял и хочет использовать в своих целях.

Данный игрок не делает депозитов, вот его выписка из панели, где видны "попытки" платежей, но они не закончились положительно.

"Error" на скриншоте указывает на то, что игрок пытался оплатить счёт, но на каком-то из этапов, отклонил или закрыл страницу платежа.

"Waiting" - означает что игрок открыл страницу платежа и просто закрыл её.

"Success" - успешный и зачисленный на счёт игрока платеж.

Вверху на скриншоте указан ID игрока, в доказательство того, что на скриншоте указана история платежей именно этого игрока, а не другого. Игрок может предоставить скриншот со вкладки "партнерам" чтобы казиногуру могло убедиться, что я говорю именно про этого игрока. Если игрок откажется этого делать, то далее будет не целесообразно что-либо еще рассматривать.

На этом скриншоте указан пример, где указан ID игрока. Это скриншот из моего ЛК.

Greetings all,

Just letting you know that the case will be discussed internally with my team at our regular meeting.

I will inform you about the outcome of the discussion by the end of this week.

Thank you for your patience and understanding.

Greetings all,

I am sorry for the delay.

Dear Brillx Casino team,

We believe the data is from the complainant's casino account. However, the screenshot does not show the important details that we would like to check. In such a form, it could mean there were 2 operations, from which the first one could have caused a loss of the bonus funds, and the player could have won from the second one, while the bonus funds could have been lost by performing the first operation. In such a case, it would mean that rule 8.3. was not breached. But, it is not clear in the screenshot provided. Therefore, I also asked you about special Terms and Conditions for the bonuses in question. In addition, rule 8.3. says nothing about 2 or more consecutive no-deposit bonuses directly. It explains a situation in which it is possible to claim another bonus, but it is written in wording that could be difficult to understand for a regular player, and it does not completely explain a situation with a possible remaining bonus balance. Last but not least, the casino allows it.

Dear mb1757142,

In the meantime, I went through the whole case and the casino's rules again, and currently, we are looking at the situation differently. Allow me to please explain a few things.

Although the casino refers to rule 8.3. which is written a bit user-unfriendly, and it was likely not applied in the correct way, I found another rule in the casino's Terms and Conditions (available HERE):

"8.3.1. We do not impose a wager on no deposit funds. Unless otherwise specified in the promotion, the bonus amount does not need to be wagered. Also, any winnings received when playing with signup bonuses and free bonuses that do NOT require a deposit will only be available after a deposit of 300 RUB or the equivalent sum in another currency is made."

Is this rule clear to you, please? Basically, it was also stated in one of your screenshots above.

Rule 8.3.1. is clear and says you have to make a deposit in case there are any winnings won from a no-deposit bonus. In your game history, I can see there was a bonus balance of 3.67 RUB prior to winning the significant amount. At this point, you were supposed to make a deposit of at least 300 RUB in order to continue playing with the bonus funds or to withdraw them. Thus, this rule was breached because you continued playing with 3.67 RUB.

We are able to accept such a situation in specific circumstances, but since we are talking about no-deposit bonuses and winnings from them (and it seems like you used many no-deposit bonuses before you won), and it is industry standard that online casinos require a deposit between no-deposit bonuses or prior to requesting a withdrawal, we accept such rules, and your game history shows it was breached. Each player is obliged to read the Terms and Conditions, and you accepted them at least during registration. If you did not understand the rules completely, it was necessary to ask the casino customer service about it before their acceptance.

You accumulated the disputed funds with a no-deposit bonus, while you did not make a deposit for almost 1 year. If all players played in such a way, with only free money given by the casino, while they could only win and withdraw winnings (without a chance to lose), it would not make sense for online casinos to provide their services at all.

In case I overlooked anything, please, feel free to let me know. Otherwise, I am afraid if everything above is correct, we will not be able to help you with the matter, and the complaint will be closed/rejected.

Dear mb1757142,

It is not completely correct how you described it. Their terms and conditions say that a player has to make a deposit to make the possible winnings from a no-deposit bonus available (for a withdrawal or further play). Although it is not clear how the casino would have behaved if you had made the required deposit prior to continuing playing with those first little winnings from the previous no-deposit bonus, there is nothing more to investigate, since the deposit was not made when it was necessary according to the casino's rules.

Therefore, unfortunately, we are closing this complaint as unjustified due to breaching the casino's bonus terms and conditions, as was explained above. The casino acted in accordance with its terms and conditions.

I am sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by, which you already did. You should only follow the regulator's instructions for further proceeding. In case of any questions or news, feel free to write to me at branislav.b@casino.guru.

Best regards,

Branislav, Casino.Guru