Zdravo,
Istražili smo pritužbu igrača i veoma nam je žao što se igrač našao u ovoj nevolji, ali želimo da istaknemo da je igrač propustio posmatranje bonus termina:
2.9.2. Maksimalni iznos gotovine sa svakim traženim bonusom je 5000 EUR (ili ekvivalentan iznos u bilo kojoj drugoj valuti) za depozite veće od 50 EUR (ili ekvivalent u bilo kojoj drugoj valuti). Sve promocije bonusa na depozit pokrenute sa depozitima od 50 EUR i manjim (ili ekvivalentom u bilo kojoj drugoj valuti) biće podvrgnute maksimalnom dobitku od (k10) deset puta većeg iznosa originalnog depozita.
Kao što je igrač naveo, njegov depozit je bio 20 evra, stoga je dopisivanje igraču sa 200 evra bilo ispravno jer je maksimalna dobitna granica 10 puta veća od prvobitnog depozita. Bez obzira na pretvaranje njegovog bonusa u pravi novac, dobitak i dalje potiče od prvobitnog depozita i promocije povezane sa ovim depozitom.
Koliko god razumemo gledište igrača, neophodno je razumeti dogovorene odredbe i uslove pre prihvatanja bonusa kako bismo izbegli razočaranje nakon toga, jer je takođe izbor igrača da se drži limita za isplatu novca ili da nastavi da igra.
Takođe treba uzeti u obzir da naši timovi za plaćanja rade što je brže moguće na reviziji igranja i izbegavanju ovih problema, međutim tek kada igrač zatraži povlačenje, nakon ručne provere, kršenje uslova je pronađeno.
Pozivamo vas da vidite uslove bonusa ovde https://vvv.bluvegas.com/bonus-terms
Pozdravi,
Richard
Hello,
We have investigated the player’s complaint, and we are very sorry that the player has found himself on this predicament, however we would like to point out that the player missed the observation of bonus term:
2.9.2. The maximum cashable cap with every bonus claimed is 5000 EUR (or the equivalent in any other currency) for deposits of more than 50 EUR (or the equivalent in any other currency). Any deposit match bonus promotions triggered with deposits of 50 EUR and below (or the equivalent in any other currency) will be subjected to a maximum winning cap of (x10) ten times the amount of the original deposit.
As stated by the player his deposit was of 20 euros, therefore crediting the player with 200 euros was correct since the maximum winning cap is 10x the original deposit. Regardless of converting his bonus into real cash, the winnings still derived from the original deposit and the promotion linked to this deposit.
As much as we understand the player’s point of view, is imperative to understand the terms and conditions agreed before accepting a bonus to avoid disappointment afterwards, as it is also the player’s choice to stick to the cash out limits or to continue playing.
It is to be taken into consideration as well, that our payments teams work as fast as possible to revise gameplays and avoid these issues, however it is not until a player requests a withdrawal that after a manual check the breach on terms is found.
We invite you to see the bonus terms here https://www.bluvegas.com/bonus-terms
Regards,
Richard
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