Tak for dit svar og de oplyste data, Nick. Se venligst mine sidste beskeder og spørgsmål på Skype. I mellemtiden vil jeg også opdatere det omstridte beløb til ₮/$25.
Kære Nelimal,
Jeg tror, du begyndte at blande 2 forskellige problemer her. Med hensyn til "LOKOLIFE"-bonussen, som du kalder den, kan jeg se, at den blev gjort krav på og brugt, efter at hovedproblemet i denne klage (det oprindelige omstridte beløb på $60, mens $34 allerede er blevet udbetalt) blev løst. Eller blev der brugt nogen "LOKOLIFE"-bonus, før hovedproblemet opstod?
Selvom jeg anmodede om et par flere detaljer fra Nick, vil jeg gerne forklare situationen, som den ser ud ifølge de angivne data og detaljer, hvilket bekræfter Nicks påstande ovenfor.
Du nævnte først gevinster på $15, og at du derefter lavede en indbetaling på $30 (jeg ser $31 der). Men de nævnte $15 var ikke gevinster, det var kun gratis midler til kun turneringsformål, så det ser ud til, at de ikke var udbetalelige midler endnu. Da der ikke var nogen anden aktivitet, og du besluttede at hæve alle midler uden at spille, blev du informeret om, at det er nødvendigt at satse dit indskud mindst 1x - måske blev denne information forkert fortolket af kundeservice, eller den blev ikke forklaret korrekt for dig , fordi et indskud oven i frie midler forårsagede "blandingsmidlerne". Derefter ser jeg igen en udbetalingsanmodning på et $45 - $30 indskud med rigtige penge, der ikke blev spillet, og $15 gratis midler, der ikke kunne trækkes ud. Da du havde $60 på din saldo og anmodede om en ny hævning, fandt kasinoet ud af, at midlerne var blandede, mens logisk nok - hvis du havde $60, burde have satset dit $31 indskud mindst 1x, og du stadig havde gratis midler på $15 i din saldo, er det meget sandsynligt, at dit indskud ikke er blevet satset endnu. Selvom det obligatoriske væddemål blev foretaget, ville det ikke have været muligt at hæve noget, fordi midlerne var blandede. På dette tidspunkt "nulstillede" casinoet din saldo, fjernede de gratis midler til turneringer på $15 og efterlod kun din indbetaling på $31 der. Dette var tidspunktet, hvor du blev bedt om at satse dit indskud mindst 1x igen for at kunne foretage en udbetaling.
Du anmodede om flere udbetalinger, mens du kun satsede $1,1 fra din indbetaling efter "nulstillingen". Så kan jeg se, at du spillede med din indbetaling og formåede at samle noget omkring $50 på din saldo, da du anmodede om en udbetaling på $35 ($34, der blev behandlet og $1 som et gebyr, der blev trukket fra betalingen). Efter denne Coindraw-udbetaling på $34 blev behandlet, kan jeg se, at du gjorde krav på den nævnte "LOKOLIFE"-bonus (18 gratis spins) - på det tidspunkt var din saldo $0, så det ser ud til, at den resterende saldo på omkring $15 var tabt ved at spille før kl. disse gratis spins aktivering.
For at være ærlig, da vi taler om "blanding af midler", kan jeg ikke se noget usædvanligt i din transaktionshistorik, men jeg fik ikke din spilhistorik, derfor bad jeg Nick om nogle yderligere detaljer.
Er min forklaring nok til din, eller er der andet jeg kan hjælpe dig med? Er der noget i min forklaring, der kan være forkert, eller føler du, at det er sket på en anden måde? Ret mig gerne.
Thank you for your reply and the data provided, Nick. Please, look at my last messages and questions on Skype. In the meantime, I will also update the disputed amount to ₮/$25.
Dear Nelimal,
I think you started mixing 2 different issues here. As for the "LOKOLIFE" bonus, as you call it, I see it was claimed and used after the main issue of this complaint (the original disputed amount of $60, while $34 has been already paid out) was resolved. Or, was there any "LOKOLIFE" bonus used before the main issue occurred?
Although I requested a few more details from Nick, I would like to explain the situation as it looks according to the provided data and details, which confirms Nick's claims above.
You mentioned winnings of $15 first, and that then you made a deposit of $30 (I see $31 there). But, the mentioned $15 were not winnings, those were just free funds for only tournament play purposes, so it seems like they were not withdrawable funds yet. Since there was no other activity, and you decided to withdraw all funds without playing, you were informed that it is necessary to wager your deposit at least 1x - maybe this information was incorrectly interpreted by customer service, or it was not explained to you correctly, because a deposit on top of free funds caused the "mixing funds". Then, I see again a withdrawal request of a $45 - $30 real money deposit that was not played and $15 free funds that were not withdrawable. When you had $60 in your balance and requested a new withdrawal, the casino found out the funds were mixed, while logically - if you had $60, should have wagered your $31 deposit at least 1x, and you still had free funds of $15 in your balance, it is very likely your deposit had not been wagered yet. Even if the obligatory wagering was made, it would have not been possible to withdraw anything because the funds were mixed. At this point, the casino "reset" your balance, removed the free funds for tournaments of $15 and left only your deposit of $31 there. This was the time you were asked to wager your deposit at least 1x again to be able to make a withdrawal.
You requested several withdrawals while you bet only $1.1 from your deposit after the "reset". Then, I see that you played with your deposit and managed to collect something around $50 in your balance when you requested a withdrawal of $35 ($34 that was successfully processed and $1 as a fee that was deducted from the payment). After this Coindraw withdrawal of $34 was processed, I see you claimed the mentioned "LOKOLIFE" bonus (18 Free Spins) - at that moment, your balance was $0, so it looks like the remaining balance of around $15 was lost by playing prior to these Free Spins activation.
To be honest, since we are talking about the "mixing funds", I cannot see anything unusual in your transaction history, but I was not provided with your gameplay history, therefore, I asked Nick for some additional details.
Is my explanation enough for your, or is there anything else I could help you with? Is there anything in my explanation that could be incorrect, or do you feel that it happened in another way? Feel free to correct me.
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