Hej,
Tak for din tålmodighed, mens problemet blev fuldt ud undersøgt.
Problemet med denne kunde løber over en periode på 3 dage, fredag den 5. november, lørdag den 6. november og søndag den 7. november 2021, hver af disse dage har indflydelse på det problem, kunden oplevede.
Fredag den 5. november 2021 modtog kunden flere bonusser, hvilket er et brud på vores vilkår og betingelser. På grund af det faktum, at kunden tog flere bonusser på samme tid og også forsøgte at bruge en sportsbook-bonus i casinoet, resulterede dette i, at flere bonusser blev blandet og låste bonusserne i balancen. Hver bonus har et maksimalt gevinstbeløb forbundet med hver af indbetalingerne, men vores regler siger, at kun 1 bonus er tilladt ad gangen.
Da vi bruger en 3. parts platform for at rette kundens konto og foretage eventuelle saldokorrektioner, var vi nødt til at kontakte en 3. parts platformudbyder og afventede deres svar. For at sikre, at kunden ikke blev påvirket af ventetiden, blev kontoen efterladt åben.
Lørdag den 6. november 2021 besluttede kunden at fortsætte med at spille på deres konto, og i løbet af dagen var de i stand til at øge deres saldo til et beløb ud over det maksimale gevinstbeløb for enhver konto på en given dag på 100.000 euro, dette inkluderer enhver konto uden bonus.
Søndag den 7. november 2021 fortsatte kunden med at spille på sin konto (på trods af at han blev informeret om, at det igangværende bonusudstedelse var ved at blive løst) og mistede et beløb, der oversteg de maksimale gevinster, der er tilladt i henhold til vores vilkår og betingelser (vilkår - 6.15. , 16.10.2.2, 16.10.2.3, 16.10.2.6, 13a og termin 7 for den pågældende bonus) fredag den 5. november og lørdag den 6. november kombineret. De eneste midler, der var tilbage, var midler, der ville være blevet fjernet under normale omstændigheder på grund af overskydende gevinstbeløb.
Rækken af begivenheder er uheldige og blev forværret af flere problemer, primært på grund af flere typer og antal misbrugte bonusser, som blev taget fredag den 5. november, da kunden forsøgte at tilsidesætte webstedets bonusgrænser ved at bruge en sportsbook-bonus, mens han satsede på casinoet, efter at have optaget casinobonussen over 20 gange. Hvis der ikke havde været nogen sportsbook-bonus, ville det have resulteret i forskellige scenarier. Vi beklager enhver forsinkelse og ulejlighed, der er forårsaget af løsningen af problemet, mens vi afventede et svar fra udbyderen. Bemærk dog, at forsinkelsen ikke har påvirket konklusionen.
Hvis du har yderligere spørgsmål, er du velkommen til at kontakte support@casino360.bet, og vi vil med glæde give alle detaljer.
Med venlig hilsen,
Casino360 Team
Hello,
Thank you for your patience while the issue was fully investigated.
The issue with this customer run over a period of 3 days, Friday 5th November, Saturday 6th November and Sunday 7th November 2021, each of these days have an impact on the issue the customer experienced.
On Friday 5th November 2021, the customer took multiple bonuses which is a breach of our terms and conditions. Due to the fact that the customer took several bonuses at the same time and also attempted to use a sportsbook bonus in the casino this resulted in multiple bonuses being mixed and locked the bonuses into the balance. Each bonus has a maximum win amount connected to each of the deposits but our rules state only 1 bonus at a time is allowed.
As we use a 3rd party platform in order to correct the customer's account and make any balance corrections we had to contact a 3rd party platform provider and awaited their response. In order to ensure the customer was not impacted by the wait, the account was left open.
On Saturday 6th November 2021 the customer decided to continue playing on their account and during the course of the day, they were able to increase their balance to an amount beyond the maximum win amount for any account on any given day of 100,000 euros, this includes any account with no bonus.
On Sunday 7th November 2021 the customer continued to play on their account (despite being advised that the ongoing bonus issue was in the process of being resolved) and lost an amount in excess of the maximum winnings permitted by our terms and conditions (Terms - 6.15, 16.10.2.2, 16.10.2.3, 16.10.2.6, 13a. and term 7. of the bonus in question) on Friday 5th November and Saturday 6th November combined. The only funds that remained were funds that would have been removed under normal circumstances due to excess win amounts.
The series of events are unfortunate and were made worse by compounding multiple issues, mainly due to multiple types and number of bonuses misused which were taken on Friday 5th November as the customer tried to override the site bonus limits by using a sportsbook bonus while betting on the casino, after having taken up the casino bonus over 20 times. Had there been no sportsbook bonus it would have resulted in different scenarios. We are sorry for any delay and inconvenience caused in resolving the issue while we awaited a response from the provider. However, please note that the delay has not impacted the conclusion.
If you have any further questions please feel free to reach out at support@casino360.bet and we will be happy to provide all details.
Best Regards,
Casino360 Team
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