Kære Casinoguru Team,
Vi sætter pris på din tålmodighed med at tillade os at gennemgå denne sag grundigt.
Først vil vi gerne behandle spørgsmålet om spillerens anmodning om udbetaling. I henhold til vores vilkår og betingelser er det maksimale beløb, som spillere er berettiget til at hæve fra midler forbundet med en bonus uden indskud (inklusive Lucky Spin-kampagnen) 40 USDT eller tilsvarende i andre valutaer. Denne grænse er tydeligt angivet i vores politik.
For det andet, vedrørende lukningen af spillerens konto, vil vi gerne præcisere, at denne handling blev taget efter en grundig undersøgelse af kontoaktiviteten. Vores resultater afslørede, at der blev oprettet flere konti, hvilket er et direkte brud på vores casinos vilkår og betingelser. Derudover blev det under denne undersøgelse fastslået, at der var uautoriseret udnyttelse af softwaresårbarheder i et af vores spilleautomatspil.
Vores beslutning om permanent at forbyde kontoen var baseret på dokumenterede beviser for bevidst udnyttelse, hvilket strider mod principperne om fair play og integriteten af vores platform. Vi har taget dette skridt for at sikre et fair spilmiljø for alle vores brugere.
Venlig hilsen,
Bitfiring
Sikkerheds- og overholdelsesteam
Dear Casinoguru Team,
We appreciate your patience in allowing us to review this case thoroughly.
First, we would like to address the matter of the player's withdrawal request. According to our Terms and Conditions, the maximum amount then players are eligible to withdraw from funds associated with a no-deposit bonus (including the Lucky Spin promotion) is 40 USDT or its equivalent in other currencies. This limit is clearly stated in our policy.
Secondly, regarding the closure of the player's account, we would like to clarify that this action was taken after a thorough investigation into the account activity. Our findings revealed that multiple accounts were created, which is a direct breach of our casino's Terms and Conditions. Additionally, during this investigation, it was determined that there was unauthorized exploitation of software vulnerabilities within one of our slot machine games.
Our decision to permanently ban the account was based on documented evidence of deliberate exploitation, which goes against the principles of fair play and the integrity of our platform. We have taken this step to ensure a fair gaming environment for all our users.
Best regards,
Bitfiring
Security and Compliance Team
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