Hej Michal,
Kunden modtog 50 gratis spins på Big Bass Splash 2023-10-21 som en del af Lucklands permanente "Daily Spin Frenzy"-kampagne – han satsede gennem 1.000,00 £ dagen før, hvilket gjorde ham berettiget til de 50 spins. Spinsene kommer med x35 omsætningskrav som beskrevet her:
https://www.luckland.com/promotions/Ip-buywin-daily-spin-frenzy-uk/
Ovenstående link nævner også, at disse spins leveres på opt-in-basis - kunden skal gå ind på deres "Mine bonusser"-side og gøre krav på spins manuelt. Derfor ville det være uærligt af kunden at hævde, at de ikke kendte til denne bonus, eller at de ikke brugte nogen bonus.
Ovenstående link nævner også, at "Bonuspolitikkens vilkår og betingelser gælder." – hvilket betyder, at kunden ved at acceptere bonussen bekræftede, at de er bekendt med bonuspolitikken. Det skal bemærkes, at bonuspolitikken har en klar omtale af, at en kunde kan fjerne deres resterende bonusser og deres tilhørende indsatskrav ved at gå ind på deres "Min konto"-side og vælge den tilsvarende mulighed. Derfor ville det være uærligt af kunden at hævde, at de ikke vidste om muligheden for at fjerne deres indsatskrav på noget tidspunkt – noget som er påkrævet af UK Gambling Commission, og som vi overholder fuldt ud.
Hvad der faktisk gik galt her, er, at når kundens kontosaldo nåede under 0,50 £, skulle systemet automatisk have ryddet hans resterende indsatskrav. Vi er usikre på, hvorfor dette ikke skete, og vi har iværksat en undersøgelse af denne sag med vores tekniske afdeling. Vi beklager den ulejlighed, dette måtte have forårsaget.
Det skal dog bemærkes, at som det blev fastslået ovenfor, var kunden klar over muligheden for at fjerne deres indsatskrav manuelt. Derfor konkluderer vi, at kunden gennemspillede deres gevinster efter eget valg og tog en bevidst beslutning om ikke at fjerne deres indsatskrav. Havde de fjernet deres indsatser selv på et hvilket som helst tidspunkt efter 2023-10-21, ville de have været i stand til at hæve enhver og alle gevinster, de har optjent bagefter.
Med ovenstående taget i betragtning, mens vi sympatiserer med kundens situation, vil vi ikke være i stand til at yde en refusion i dette tilfælde.
Hello Michal ,
The customer received 50 free spins on Big Bass Splash on 2023-10-21 as part of Luckland's permanent "Daily Spin Frenzy" promotion – he wagered through £ 1,000.00 on the day before, which made him eligible for the 50 spins. The spins come with x35 wagering requirement as detailed here:
https://www.luckland.com/promotions/Ip-buywin-daily-spin-frenzy-uk/
The above link also mentions that these spins are provided on an opt-in basis – the customer has to go into their "My Bonuses" page and claim the spins manually. Therefore it would be dishonest of the customer to claim that they didn't know about this bonus or that they weren't using any bonus.
The above link also mentions that "Bonus Policy T&Cs apply." – which means by accepting the bonus the customer confirmed that they are aware of the Bonus Policy. It should be noted that the Bonus Policy has a clear mention that a customer can remove their remaining bonuses and their associated wagering requirements by going into their "My Account" page and choosing the corresponding option. Therefore it would be dishonest of the customer to claim that they didn't know about the ability to remove their wagering requirements at any time – something that is required by the UK Gambling Commission and that we comply with fully.
What actually did go wrong here is that when the customer's account balance reached below £ 0.50, the system should have cleared his remaining wagering requirements automatically. We are unsure why this didn't happen, and we have launched an investigation into this matter with our technical department. We apologise for any inconvenience this may have caused.
However, it should be noted that as was established above the customer was aware of the ability to remove their wagering requirements manually. Therefore we conclude that the customer played through their winnings of their own choice, and made a conscious decision not to remove their wagering requirements. Had they removed their wagering themselves at any point after 2023-10-21, they would have been able to withdraw any and all winnings they accrued afterwards.
With the above taken into consideration, while we sympathise with the customer's situation, we will not be able to provide a refund in this case.
Redigeret
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