Kære Peter,
Efter at have gennemgået sagen og de gældende bonusvilkår, vil vi gerne afklare situationen og bekræfte, at den anvendte saldoregulering er udført i overensstemmelse med vores etablerede bonuspolitik.
Spilleren lavede en indbetaling på 30 BRL og modtog onsdagsbonussen, som inkluderede en 50% bonus plus 60 gratis spins. Som beskrevet i vores vilkår og betingelser, specifikt i afsnit 11 i vores bonusregler, er gevinster fra bonusmidler underlagt en maksimal udbetalingsgrænse på fem gange det tildelte bonusbeløb.
I dette tilfælde modtog spilleren en 50% indbetalingsbonus på 15 BRL. Som følge heraf var den maksimale udbetaling, der var tilgængelig efter at have gennemført indsatskravene, 75 BRL. Eventuelle midler, der oversteg denne grænse, blev annulleret før udbetalingsanmodningen, i henhold til vores erklærede politik.
Derudover vil vi gerne fremhæve, at afsnit 1.2 i vores bonusvilkår også etablerer en maksimal udbetalingsgrænse for gevinster afledt af bonusser, hvilket yderligere forstærker den anvendte justering.
Desuden blev spilleren informeret om saldojusteringen via e-mail den 2025-01-16 kl. 08:59 GMT. Denne e-mail indeholdt detaljer om årsagerne til justeringen og refererede til de specifikke vilkår, hvorunder den overskydende saldo blev fratrukket.
Den 2025-01-20 kl. 22:38 GMT, efter at have haft en saldo på 75 BRL (det maksimale beløb, der er tilgængeligt for udbetaling fra bonussen), foretog spilleren en indbetaling på 150 BRL. Efter en kort spilsession indsendte spilleren en anmodning om udbetaling, som blev behandlet.
Vi forstår, at dette kan have forårsaget en vis frustration, og vi anerkender Kendras bekymringer.
Det er dog vigtigt at understrege, at disse begrænsninger klart fremgår af vores bonusvilkår, som er tilgængelige for alle spillere, før de accepterer et kampagnetilbud. Vi opfordrer alle vores spillere til omhyggeligt at gennemgå vilkårene forbundet med bonusser for at sikre en jævn spilleoplevelse.
Venlig hilsen,
Winlegends Casino
Dear Peter,
After reviewing the case and the applicable bonus terms, we would like to clarify the situation and confirm that the applied balance adjustment was conducted in accordance with our established bonus policy.
The player made a deposit of 30 BRL and received the Wednesday Bonus, which included a 50% bonus plus 60 free spins. As outlined in our Terms & Conditions, specifically in section 11 of our Bonus Rules, winnings derived from bonus funds are subject to a maximum withdrawal limit of five times the granted bonus amount.
In this case, the player received a 50% deposit bonus of 15 BRL. Consequently, the maximum cashout available after completing the wagering requirements was 75 BRL. Any funds exceeding this limit were voided before the withdrawal request, as per our stated policy.
Additionally, we would like to highlight that section 1.2 of our Bonus Terms also establishes a maximum withdrawal limit for winnings derived from bonuses, further reinforcing the applied adjustment.
Furthermore, the player was informed about the balance adjustment via email on 2025-01-16 at 08:59 GMT. This email provided details on the reasons for the adjustment and referenced the specific terms under which the excess balance was deducted.
On 2025-01-20 at 22:38 GMT, after having a balance of 75 BRL (the maximum amount available for withdrawal from the bonus), the player made a deposit of 150 BRL. Following a short gaming session, the player submitted a withdrawal request, which was successfully processed.
We understand that this may have caused some frustration, and we acknowledge Kendra’s concerns.
However, it is important to emphasize that these limitations are clearly stated in our bonus terms, which are available to all players before accepting any promotional offer. We encourage all our players to carefully review the terms associated with bonuses to ensure a smooth gaming experience.
Best regards,
Winlegends Casino
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