Adler - 225.000€ jackpot is frozen

Hi nenad84 - welcome to ThePOGG.com!

I'm afraid I can't understand the details of this complaint from your submission. I need you to try and explain your situation more clearly.

From what I can establish you've bet more than the maximum allowed bet with a bonus?

Thanks,

ThePOGG

I try to explain it in my own words

I paid € 100 and received a bonus of € 200

The support staff has told me that I got a 50% bonus from adlercasino and 50% from a third provider and I was told that first deposit money played by the player is always the players own money first and then the bonus

In the general terms and conditions, this is exactly the case and that the bonus of the third party has nothing to do with the bonus conditions of adlercasino

I got the game going and was never in the game with a bet of over 5 € on a credit of under 80 €

I was confirmed by adlercasino that I have implemented the welcome bonus

2 hours after the confirmation I won the jackpot

5 days after that the management told me that I have violated point 22 of the bonus conditions where the 5 € rule is

I have proved that I have done nothing wrong under the business conditions and since then I am completely ignored by the adlercasino

Here I send again the general terms and conditions that are relevant here

I ll always send you the pictures of the chat with the support the confirm mail of the bonus and my current account balance

Welcome Bonus: Adler Casino offers all new players resident in Germany, Austria or Switzerland a fantastic 50% bonus on the first deposit, plus 500 free spins

When playing with a bonus, first play with your redeemed balance sheet before playing with your bonus money.

If a bonus has been activated, the maximum bet allowed is € 5. Any bonus and winnings will lapse after reviewing the gameplay / gameplay and this is at the sole discretion of Casino Management.

18. If a bet, which is higher than the maximum bet that is allowed for a game or on the table, is

accepted unjustly, then the amount above the maximum of the bet will be ignored and returned to

the player. The bet will be placed according to the rules for the maximum bet on the table.

für support confirmed that i havent played with a bonus from ADLERCASINO so the only rule off the therms that is broken is :

1. Adlercasino.com can only be held liable in case of fraud carried out by the management or its

employees

i hope you understand what i meen because my english is better when i talk than when i write

after this co conditions i have done nothing wrong and the Callcenter told me the same but the management thinks different

There is mo way that i am wrong in this case

general terms are as it says general so the casino cant pick from the terms what they need separate

But i aksed the support yesterday why adler ignores me since 2 days and the answer was:

Answer:

All e-mail contact is between you and the management now.

So i asked how is it possible to need more than 2 days to tell me what i did wrong without ignoring their own business terms

Answer:

As far as i understand it is a difficult matter so they need a bit more time than usual

Hi nedad84,

I'd be very confident in asserting that you have NOT receive any bonus from a 3rd party. That's clearly been a miscommunication.

You've deposited €100 and received a €200 - that would mean that if your balance ever dropped below €200 you've been using bonus funds and the €5 bet would apply.

I'll contact the operator to try and clarify your issue, but my first impression would be that you've likely broken the maximum allowed bet term.

Thanks,

ThePOGG

Ill please you to not contact the operator till tuesday because ive mail them and will be fair and let them the chance to answer

i will also make clear again that the operator himself told me that the bonus is not from them and also want you to not forget point 18 in the general business terms that say clearly

18. If a bet, which is higher than the maximum bet that is allowed for a game or on the table, is

accepted unjustly, then the amount above the maximum of the bet will be ignored and returned to

the player. The bet will be placed according to the rules for the maximum bet on the table

there is not clear if this counts for bonus or a special situation so it counts generall to

? sry again for my english

So i was told a few minutes ago that Adlercasino.com send this case to the MGA

SORRY BUT THE NEXT TEXT IS TRANSLATED WITH GOOGLE AND ITS POSSIBLE THAT SOME THINGS ARE NOT CORRECT BUT I AM VERY ANGRY RIGHT NOW FOR IGNORING ME SO SORRY FOR THAT

I have also written to the MGA and would like to make clear once again that if you look closely at this case there can not be two opinions

Had I gone the bonus conditions violated what I have according to their terms and conditions may not have neither the Adlercasino nor the MGA point 18th of the Terms and Conditions (under the point game) displace where it stands

If a higher wager than the maximum allowed amount for a game or at the table has been inadvertently allowed, the excess amount above the maximum amount will not be included in the bet and will be reimbursed to the player. The bet will then be placed on the table according to the maximum bet rules.

Since neither an example is given about which game or what type of maximum use it is to see this point in general and that is exactly my point

If not in the near future, an agreement should be I will cause both against L & L and against the MGA a collective complaint and I know at least 237,626 reasons

It is completely incomprehensible that one plays without real refusal just on time

I have made a peace offer to both the casino and the MGA which is more than fair

If this is not accepted it will have consequences

If I was wrong, I would give up immediately

But because of the casinos such an exaggerated arousal comes over (so in the way smaller we say as a big company where to go) I will do everything in my power companies to make it clear that those of us live and regulate also apply to all

If need be I'm looking for a Serbian lawyer who does not even have to be good but only performs an extreme show to make the whole public (if the one "war criminals" from the hag would get this just a klaks be)

I promise every lawyer 70% of my profit but then the entire L & L must expect the other players whose profits have not been paid by the € 5 bonus have been reported and I'm sure that the damage would be six digits

Hi nenad84,

We are not here to communicate ransom demands to operators. If you continue with this type of behaviour we will discontinue our involvement in this case.

Did you bet over €5 while playing with non-deposited funds?

ThePOGG

Yes i did

And i have akceptet now that the general terms don't count for the provider only for the players and that the provider can pick up what he needs and ignore what he wants

Once again if you want to listen to my point

18. If a bet, which is higher than the maximum bet that is allowed for a game or on the table, is

accepted unjustly, then the amount above the maximum of the bet will be ignored and returned to

the player. The bet will be placed according to the rules for the maximum bet on the table

there is not clear if this counts for bonus or a special situation so it counts generall to

And this is important its not about 10£

Its a mega Jackpot with 225.000€ and fakt is that ive never played with a bet higher than 5€ with bonus money

I am sorry that maybe it sound rude what i say but i don't want anything thats not mine but i also don't let take anyone to take everything from me whats not his

If i can count on you and your support it will be nice if you don't want to understand my point i want give up either

all other casinos have clear rules what u are alowed to do and what not

but in this case they want to punish me for their mistakes thats a fakt

read again the conditions ive send u before and if you dont think the same tell me that and ill excuse personaly to the casino

now a stupid example

You are not allowed to drive faster than 30km / h by car, but you have to drive on the highway where you care not alowed to drive slower than 60km /h

Hi nenad84,

We're not here to take your side or the operators side. We're here to establish what specifically has happened and ensure the correct result for BOTH parties.

Term 18 is not relevant in the manner you are suggesting. This term is specifically and clearly intended to cover situations where a game has incorrectly allowed you to bet more than the maximum allowed for that game. If a Blackjack game has a table limit of £100 and a software error allowed you to bet £500 this term would come into play and only the £100 bet would be considered.

Term 18 of the general terms would not overrule the bonus specific terms.

If you have bet over €5 while playing with bonus money you HAVE broken the terms of the bonus you accepted and the operator would be within their rights to void your balance.

Above you have made two contradictory statements. I asked "Did you bet over €5 while playing with non-deposited funds?" to which you answered "Yes i did" but then went on to say "fakt is that ive never played with a bet higher than 5€ with bonus money". These statements cannot both be true.

So I ask again - did you bet more than €5 while playing with non-deposited funds?

Also what game were you playing?

Thanks,

ThePOGG

Game DIVINE FORTUNE

And i had bets just over 5€

Bonus terms:

When playing with a bonus, first play with your redeemed balance sheet before playing with your bonus money.

So no i dont play with with no-deposited funds

At no time i was under 50

Concept 18 of the general conditions would not overrule the bonus-specific conditions.

where exactly is this possibly I haven't read something over

and the example with black jack comes from them i read that also not in the terms

It is under the game conditions and in my opinion does not (as clearly as you can see) exclude the bonus or what kind of use is meant

in both cases, the maximum amount allowed is

if you are not allowed to set more than maximum at 18. and you are protected against it you can not allow a maximum of 22.

(you think the general and bonus are separate)

another example because you have to see it separately:

So if you are right one above, would it be perfectly alright if I used a bot at the time I got a bonus, or an other manipulating program? ??

according to this logic already there you would have to see this case separately too

Hi nenad,

You stated that you deposited €100 and received a bonus of €100. This would give you a starting balance of €200 and mean that if your balance ever dropped below €100 you were betting with bonus funds.

Term 18 of the GENERAL terms and conditions is not contrary in any way shape or form to the maximum bet term contained within the terms and conditions specific to the BONUS you accepted. The existence of term 18 does NOT mean that you can bet over €5 while playing with bonus funds. Both term 18 AND the maximum bet term associated with the bonus are applicable. If you bet more than €5 you've violated the bonus term. If you bet more than "the maximum bet that is allowed for a game or on the table" then term 18 would apply. Your bets were NOT more than the amount allowed by the GAME. They were more than the amount allowed by the BONUS. The language in term 18 is clear.

ThePOGG

Ok i understand that

What is with the fact that I've been told from the casino (i have screenshots) that I've got 50% bonus from them and 50% from a third party and the conditions count only for their own bonus??

However if I'm wrong here too and did something wrong it is because I've got wrong information

And the conditions say (and this counts for bonus too)

Adlercasino.com is only liable if fraud has been committed by the management or its employees.

Meaning of fraud

deceit, trickery, sharp practice, or breach of confidence, perpetrated for profit or to gain some unfair or dishonest advantage

Am I wrong here too?

Hi nenad84,

Regarding the nature of the bonus that you've received I need to discuss this with the operator to ensure I have a full understanding of the situation, but my suspicion would be that you've received what is referred to as an 'Exclusive Bonus'. This is a welcome bonus that is better than the standard welcome offer advertised on the casino's site. You can see a list of this type of offer that we run here - https://thepogg.com/exclusive-bonuses/. We do NOT give players who take these bonuses anything. The improved bonus is offered and paid for entirely by the operator. The offer the extra bonus as an incentive for us to promote them, but they bear the full cost of the extra bonus.

My guess would be that there's been a misunderstanding here and you've incorrectly concluded that the affiliate (3rd party) you signed up through paid some of the bonus.

Finally, with regard to the fraud term, unless you are claiming that Adler casino have committed fraud - and I've seen no evidence to support that claim so far - this term has no bearing on this case.

Fundamentally your claim is highly likely to come down to whether you bet more than €5 at any point after your balance had dipped below €100.

ThePOGG

It's if you want to go in detail fraud too to confirm that the conditions of the bonus are implemented and change this 5 days later

Its fraud too that i was told that i will get freespinns at registration and to tell i that i already get them (whats not true too)

And it's fraud too when I am congratulated and confirmed that everything is OK (I am given time to lose everything) and then 5 days later revokes everything

Ok i understand that too but they cant blame me for something they have told me

They cant say I've did something wrong after they confirmed that i did everything right

They cant judge me for their mistake

If I'm not right they won't send this case to the MGA and ignore me on phone mail aso

If i am not true the have had give me answers like you try

Hi nenad84,

None of that constitutes fraud.

- The free spins - have you made any effort to contact the operator and ask about this? There could have been a number of perfectly reasonable technical issues that have cause them not to be added automatically. More importantly though, this has no bearing on your actual issue. Whether or not the free spins were credited doesn't change the fundamental issue with a bonus and potential over bet.

- The maximum bet term - They have NOT added the maximum bet of €5 after you played. We reviewed their bonus MONTHS ago and this term was present - https://thepogg.com/welcome-bonus/adler/.

- Any assurances you've been given by support will have been made on the presumption that you have adhered to the bonus terms that you agreed to when you accepted the bonus. If when the security review of your play is concluded that's found not to be the case the previous generic 'it's okay' messages would not be viewed as a legal commitment to pay regardless of breach.

- The likely reason that they've forwarded this to the MGA for review is simple - this is a progressive jackpot win. It is both a VERY large win and if you have both won the progressive jackpot and breached bonus terms the progressive jackpot prize has to be disposed of appropriately. As progressive jackpots are made up of the jackpot contributions of a large number of players, the casino in this instance cannot simply void the funds from your account and retain the balance. The funds, if there has been a breach, would have to be managed in such a way that the players who contributed to the total jackpot are not seen to have been disadvantaged.

I'll speak to the operator this week and revert to you when I have more information.

ThePOGG

So I'll try it a last time maybe this time you confirm with me

Each player who opens a user account receives this bonus on the first deposit. Of the

"" "Bonus amount and deposit amount" "" "

have to be implemented 35 times together.

When playing with a bonus, you play

"" :: FIRST with your redeemed money "" "

Balance sheet before you play with your bonus money.

At 13:19 the conditions were fulfilled (according to Adlercasino.com)

I have all bets added up till 13:19 and come to an amount of 3368 € if you divide this sum by 35, you get to 96.2 €

But since bonus and deposit have to be implemented together 35x(that would be 7000 €)

I have actually been confirmed that the bonus is relevant to the 50% of the casino and that the 50% of the third party for their own terms and conditions are irrelevant

Do you see that different too?

Since I was at no time (also the game history is in the appendix) with more than 5 € with a balance of less than 50 € and I play according to terms and conditions first with my money you can not blame me as synonymous

Since we disagree on some things I still have a question to the end

A colleague of mine and I share the same email address

I told him about my case or he was next to me when I won

Yesterday he signed in to Yako with our common email adress (which I use on Adler) the rest of it was given by him and everything correctly

there was to read by customers that this user is reported at adlercasino (all ok L & L may indeed send data to each other)

He then successfully deposited

Since the word scam is not heard gladly I would like to know with which word you would describe that if you have all the data from the customer of adler and it is clear that someting is not ok(the email is also login) you still allowed a deposit where from the beginning on s clear that if tne player wins there is no pay out?

when you have all data and ignore it just because its a profit for you

Hi nenad84,

I've spoken with Adler about this issue.

1) You did NOT receive any bonus from a 3rd party. An improved bonus was offered for players who signed up VIA the 3rd party you clicked through from but ALL bonus funds were given by Adler casino.

2) On the 16/11 at 12:25 server time you deposit €100 and received a bonus of €100. You started betting at €12/spin on Divine Fortune. On your 10th spin, at 12:26 server time, your balance dropped below €100. As you used your deposit first, when you dropped below €100 you started using bonus funds. At this point you were subject to bonus terms and conditions. As such betting at €12, far above the maximum allowed bet for this bonus, put you in violation of the bonus terms.

You were playing with bonus funds you received from Adler Casino and you did break the rules that you agreed to when you accepted that bonus. There is no case to argue here for you to be paid the win. All play from the point where you violated the terms is considered void.

3) The reason that the operator has contacted the MGA is to gain permission to add the jackpot funds back into the jackpot pool so that the next player to hit the jackpot will receive them.

4) There's no reason that you would be prevented from signing up at other L&L properties. You've made a mistake and broken bonus terms and conditions. This isn't a crime and you'd be welcome to play with them again. As long as you abide by the rules of any bonus you accept you will have no problems getting paid.

5) I would discontinue allowing other people to access the email address/login details for casinos you play with. This is likely to get you in far more serious trouble.

Sorry we couldn't be of more help,

ThePOGG

I dont gave him my account information

We share a email address

And he told me about the massage

How ever i was clear what my arguments are and don't want to talk about this anymore

The MGA is on it and they will make a choice

Hi nenad84,

We've addressed each and every one of your arguments in the previous post. You don't have a case here. Feel free to take your complaint to the MGA but if you wish to do so YOU need to submitted it to them. The operator has simply requested permission to return the jackpot win to the jackpot pool. Nothing more. You won't receive a different verdict from the MGA, but you're free to try if you want to.

ThePOGG

I will do what i have to do And it's not that clear as you think But how ever thanks for your "help" and it will be nice if you delete the whole complaint I accept the terms and i accept the points from the casino and from you but I don't accept the "decision" because how i said it's not that clear how u think about that That's my personal watch on that case and you don't have to confirm THX [EDIT]

I have count all the bets until the time when I was confirmed to implement the bonus conditions together and come to an amount of 3461€

But since bonus and your own money must be implemented together (100 + 100 × 35)

The bonus amount and the deposit amount must be converted together 35 times. When playing with a bonus, first play with your redeemed balance sheet before playing with your bonus money

For me interesting are the 3461€

So they count just the 50% bonus themselves

Do you agree???

Hi nenad84,

I don't know how much clearer I can be about this.

Your balance is €200 - the top €100 is your deposit (balance €100.01-€200). As long as your balance stays in this range you are playing with DEPOSITED funds.

The moment a bet requires the use of funds in the €100 or below range you've used the BONUS and are subject to bonus rules.

It would not matter how much you had wagered before using bonus funds. The wagering requirement and other bonus restrictions, including maximum bet restriction, do NOT come into force until you placed your first bet with BONUS funds.

At 12:25 server time you had a balance of €107.60. You placed a bet of €12. That bet would be €7.60 deposited funds and €4.40 of bonus funds. From that point on you were subject to bonus terms and conditions. That bet and the others that followed it were in violation of the bonus terms and conditions you agreed to.

There was NO 50% bonus. You received a 100% bonus because you signed up via a 3rd party that was approved to offer an improved welcome bonus. You received a 100% bonus. This is obvious from the starting balance. You deposited €100. You received €100. Your balance started at €200. The bonus you received on your deposit could not be 50% as 50% of €100 is only €50.

ThePOGG