Hej kalinova94,
Hej Branislav,
Vi stoler på, at du både har det godt og trygt.
Bemærk venligst, at vi har gennemgået spillerens konto og korrespondance med kasinoet. Spilleren havde opfyldt omsætningskravene for bonussen, og bonusbeløbet var allerede trukket automatisk på grund af den maksimale udbetalingsgrænse for den pågældende bonus.
Derfor, på det tidspunkt, hvor spilleren kontaktede os via Live chat for at forhøre sig om status for hendes bonus, blev hun faktisk uretmæssigt instrueret om at fortsætte med at spille, og at bonusbeløbet endnu ikke var trukket.
Agenten begik en ærlig fejl, og for denne fejl håber vi, at du kan acceptere vores dybeste undskyldning. Ledelsen er gået videre og genaktiveret din saldo på $101,30 , da det er det maksimale udbetalingsbeløb fra bonussen.
Kontakt venligst vores kundeservice via live chat eller via e-mail for at afslutte din tilbagetrækning.
Tak for din forståelse og tålmodighed, og hvis du har brug for yderligere hjælp, så tøv ikke med at kontakte os.
Med venlig hilsen,
Lucas
BonusBlitz Management
Hello kalinova94,
Hello Branislav,
We trust that you're both well and safe.
Please note that we have reviewed the player's account and correspondence with the Casino. The player had successfully met the wagering requirements of the bonus and the bonus amount was already deducted automatically due to the max cashout limit of the bonus in question.
Therefore, at the time the player contacted us through Live chat to inquire about the status of her bonus, she was indeed wrongfully instructed to continue playing and that the bonus amount was not yet deducted.
The agent made an honest mistake and for this error, we hope that you can accept our sincerest apologies. The Management has proceeded and reinstated your balance of $101.30, as it is the max cashout amount from the bonus.
Please contact our Customer Service through Live chat or by e-mail in order to finalize your withdrawal.
Thank you for your understanding and patience and should you require any additional assistance, please do not hesitate to contact us.
Kind Regards,
Lucas
BonusBlitz Management
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