God eftermiddag Natalia & Toni,
Tak for din tålmodighed.
Vi har gennemgået klagen fra vores side, og ved denne lejlighed står vi ved vores beslutninger.
Grunden til, at vi ikke er i stand til at godkende hans udbetalinger, skyldes, at kunden ikke har omsat sin velkomstbonus fuldt ud, før han anmodede om sin udbetaling.
Vi har sendt tre e-mails, der forklarer situationen, så kunden kan have en fair chance for at satse sine penge. Kunden satsede ikke sin bonus og besluttede at annullere den, så han kunne anmode om en udbetaling. Dette er strengt imod vores vilkår og betingelser, men vi besluttede at gøre en undtagelse for denne kunde. Kunden kom også til vores chat den 2024-01-09 kl. 16:59 UTC og talte med en af vores agenter, hvor situationen blev forklaret endnu en gang.
Kunden har pengene på sin konto og skal satse dem fuldt ud, før han kan anmode om en udbetaling. Hvis kunden anmoder om en udbetaling, inden han har satset sin bonus fuldt ud, kan vi tilbageholde midlerne helt.
Kunden er mere end velkommen til at kontakte os via chat eller e-mail, og vores repræsentant vil gerne afklare præcis, hvor meget indsats der er tilbage. Kunden skal også kunne se dette direkte på sin spillekonto.
Du kan finde vores vilkår og betingelser her :
- Eventuelle udbetalinger foretaget før fuld afslutning af bonusindsats kan resultere i fuld fortabelse af bonussen såvel som eventuelle akkumulerede midler og gevinster fra bonussen og indbetalingen, der blev brugt til at udløse/kreditere bonussen.
Lad os venligst vide, hvis der er behov for andet fra vores side.
Tak for din tid og forståelse.
Med venlig hilsen,
HiperWin Management
Good afternoon Natalia & Toni,
Thank you for your patience.
We have reviewed the complaint from our end and on this occasion we stand by our decisions.
The reason why we are unable to approve his withdrawals is due to the fact that the customer did not fully wager his welcome bonus before requesting his withdrawal.
We have sent three emails explaining the situation so that the customer can have a fair chance to wager his funds. Customer did not wager his bonus and decided to cancel it so that the could request a withdrawal. This is strictly against our terms and conditions, however, we decided to make an exception for this customer. Customer also came to our chat on the 2024-01-09 at 16:59 UTC and spoke to one of our agents where the situation was explained once again.
Customer have the funds on his account and needs to fully wager it before he can request a withdrawal. Should customer request a withdrawal before fully wagering his bonus we may withhold the funds altogether.
Customer is more than welcome to reach out to us via chat or email and our representative would gladly clarify exactly how much wagering is left. Customer should also be able to see this directly in his gaming account.
You can find our terms and conditions here:
- Any withdrawals made prior to full completion of bonus wagering may result in full forfeit of the bonus as well as any accumulated funds and winnings from the bonus and deposit used to trigger/credit the bonus.
Please let us know if anything else is needed from our side.
Thank you for your time and understanding.
Kind Regards,
HiperWin Management
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