Hej med dig,
Da vi gennemgik sagen, blev vores kundesupport bedt om at give en erklæring vedrørende dette problem.
Her er deres officielle holdning:
Først og fremmest står der tydeligt i den del, han selv citerede, "Det er strengt forbudt at bruge funktionen "køb gratis spins" med en aktiv bonus *eller mens du har nogen gevinster genereret ved hjælp af vores bonus på din saldo*. " Det betyder, at den ikke kun gælder, når bonussen er aktiv, men også for eventuelle gevinster, som du har genereret med bonussen, selv efter at bonussen blev annulleret.
Dette gøres endnu tydeligere af denne regel:
10.2.9 Hver bonus i velkomstpakken er "klæbende" og vil blive fortabt, når du foretager en udbetalingsanmodning. Bonusbegrænsninger (maksimal indsatsgrænse på 4€, forbudte spil, maksimal udbetaling på 5 gange det modtagne bonusbeløb) gælder indtil udbetalingsanmodningen er blevet behandlet eller gevinster genereret fra nævnte bonus er en del af spillernes saldo.
Dette blev alt sammen citeret for ham med omfattende forklaringer, men han besluttede at ignorere det og fiksere den "mens bonussen er aktiv", som ikke er den relevante ting her. Han hævder også, at vi "aldrig har svaret", hvilket simpelthen ikke er sandt, vi havde en hel e-mail-tråd med ham. Sender dig skærmbillederne af kun to af vores svar.
Selvom der tydeligvis var en misforståelse mellem casinorepræsentanten og kunden, er vi virkelig bekymrede for, at lignende problemer ikke ville opstå i funktionen.
Jeg vedhæfter to meddelelser fra vores support, hvor de har udtalt, at den krænkede termin er 10.2.9 i stedet for 10.1.7.
Bemærk venligst datoerne, da de er ret nye, hvilket betyder, at kommunikationen har været på.
For yderligere referencer, besøg vores side med bonusvilkår .
Hello there,
As we reviewed the case, our customer support was asked to provide a statement regarding this issue.
Here is their official position:
First of all, it clearly says in the part he quoted himself, "It is strictly forbidden to use the "buy free spins" feature with an active bonus *or while having any winnings generated with the help of our bonus on your balance*." This means it applies not only when the bonus is active, but also to any winnings that you have generated with the bonus, even after the bonus was canceled.
This is made even clearer by this rule:
10.2.9 Each bonus in Welcome Package is "sticky" and will be forfeited once you make a withdrawal request. Bonus restrictions (maximum betting limit of 4€, forbidden games, maximum cashout of 5 times the received bonus amount) apply until the withdrawal request has been processed or winnings generated from mentioned bonus are part of the players' balance.
This was all quoted to him with extensive explanations but he decided to ignore it and fixate on that "while the bonus is active" part, which is not the relevant thing here. Also, he claims we "never replied" which is simply not true, we had a whole email thread with him. Sending you the screenshots of just two of our replies.
Even though there was clearly a misunderstanding between the casino representative and the customer, we are truly concerned that similar issues would not occur in the feature.
I'm attaching two pieces of communication provided by our support where they have stated that the violated term is 10.2.9 rather than 10.1.7.
Please note the dates as they are pretty recent, meaning that the communication has been on.
For further references, visit our Bonus Terms page.
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