Kære Stamatina,
Desværre er jeg bange for, at mit spørgsmål ikke er blevet besvaret fuldstændigt.
Bemærk venligst, at hvis casinoet kun tilbyder bonusser, der ikke kan indløses, betyder det, at i betragtning af reglen nævnt ovenfor, ville bonusmidlerne være blevet trukket fra dine gevinster ved behandling af en udbetaling, hvilket ikke kunne have været gjort. Så det ser ud til, at på det tidspunkt, hvor du spillede begrænset spil, var bonusmidlerne stadig en del af din saldo, så bonusreglerne gjaldt stadig for dine gevinster, hvilket komplicerer situationen betydeligt.
Det er dog nødvendigt at gennemgå din spilhistorik og alle detaljerne. Så lad os bede casinoet om afklaring og relevante data.
Kære PrimaPlay Casino team ,
Kan du give os en mere detaljeret forklaring på spillerens situation? Hvorfor er de omstridte gevinster blevet konfiskeret?
Hvad var værdierne af indbetalingen og den pågældende indbetalingsbonus? Er der en chance for, at du også kan give mig de specifikke bonusvilkår og -betingelser for den anvendte indbetalingsbonus? Forstår jeg korrekt, at kasinoet tillader spillere at spille begrænsede spil efter at have opfyldt omsætningskravene og konverteret gevinsterne til en udbetalingssaldo? Hvis ja, er spillere informeret om fortsatte bonusregler, der gælder for disse midler, indtil en udbetaling er fuldt behandlet? Ved spillere, at de skal anmode om en udbetaling af sådanne midler, eller at de skal hæve og indbetale dem tilbage for at fortsætte med at spille?
Hvis vi taler om et brud på casinoets vilkår og betingelser, er casinoet så i stand til at underbygge sin beslutning med relevante beviser? Det ville være meget værdsat, hvis vi kunne se på spillerens spillogs.
Du er velkommen til at bruge min e-mailadresse til et svar (branislav.b@casino.guru).
På forhånd tak for at give oplysningerne.
Dear Stamatina,
Unfortunately, I am afraid my question has not been answered completely.
Please note if the casino offers only non-redeemable bonuses, it means that considering the rule stated above, the bonus funds would have been deducted from your winnings upon processing a withdrawal, which could not have been done. So, it seems that at the time you played restricted games, the bonus funds were still part of your balance, so the bonus rules still applied to your winnings, which complicates the situation significantly.
However, it is necessary to review your game history and all the details. So, let's ask the casino for clarification and relevant data.
Dear PrimaPlay Casino team,
Could you please provide us with an explanation of the player's situation in more detail? Why have the disputed winnings been confiscated?
What were the values of the deposit and the deposit bonus in question? Is there a chance that you could also provide me with the specific bonus terms and conditions for the deposit bonus used? Do I understand correctly that the casino allows players to play restricted games after meeting the wagering requirements and converting the winnings to withdrawable balance? If yes, are players informed about continuing bonus rules applying to these funds until a withdrawal is fully processed? Do players know that they have to request a withdrawal of such funds or that they have to withdraw and deposit them back to continue playing?
If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence? It would be highly appreciated if we could look at the player's game logs.
Feel free to use my email address for a response (branislav.b@casino.guru).
Thank you in advance for providing the information.
Redigeret af en Casino Guru admin
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