zdravo,
Bonus u pitanju je "bounti bonus", tako da funkcioniše malo drugačije od "običnog" bonusa od 100% depozita koji inače vidite, kao što je objašnjeno u pravilima bonusa.
Da bismo ga nakratko prikazali:
- Aktivirate bonus, vaš depozit je zaključan u bonusu.
- Za svako 8k opklade koje završite, 10% iznosa bonusa (dakle 10% vašeg početnog depozita) se dodaje na vaš bonus saldo da biste igrali
- Ovo se nastavlja sve dok ne završite čitavo klađenje, a zatim 100% bonusa i depozita ponovo postaje moguće povući
Dakle, bonus je aktiviran, ali niste uložili dovoljno da završite bilo koji od koraka da biste otključali bonus sredstva na vašem balansu.
Takođe, kao što je navedeno u pravilima:
- Ako otkažete ponudu dobrodošlice, sva bonus sredstva, svi dobici i svi dodaci biće uklonjeni. Samo neiskorišćeni deo vašeg početnog depozita biće dostupan za nastavak igre ili povlačenje.
Dakle, bonus je bio aktivan, koristili ste sredstva koja su postala bonus sredstva nakon aktivacije bonusa, i stoga po otkazivanju, dobici ostvareni pre nego što je opklada završena bi takođe nestali jer se smatraju dobicima vezanim za bonus.
Da pojasnimo, dok je bonus aktivan, depozit se smatra delom bonusa. Ako nešto ostane od depozita kada otkažete bonus, ovo će ponovo postati sredstva koja se mogu povući.
Ključno je da uvek pročitate pravila bonusa i da razumete o kakvoj vrsti bonusa se radi, jer svi depozitni bonusi ne funkcionišu na isti način. Pretpostavljamo da je Džošua mislio da će se sredstva udvostručiti nakon depozita i da će se bonus sredstva pojaviti odmah, ali ovako ne funkcioniše "bounti bonus".
Međutim, kako je bonus trebao da funkcioniše je to što je preostalo od vašeg depozita, oko 0,48 ETH, trebalo da bude vraćeno na vaš balans, ali je sve uklonjeno jer bonus nije funkcionisao kako je trebalo.
Zbog toga smo, kao gest dobre volje, doneli odluku da vam vratimo ceo depozit, a ne samo deo koji je ostao nakon pokušaja da uložite bonus.
Za CasinoGuru, oni mogu pratiti napredak bonusa sa svog naloga:
Ne bi bilo moguće vratiti nalog u stanje u kojem je imao dobitke ostvarene sa aktiviranim bonusom. Zbog toga je povraćaj početnog depozita najbolje rešenje problema.
Konačno, dotični agent za podršku jeste dao korisniku tačne informacije o tome kako bi bonus TREBAO da funkcioniše, ali nije funkcionisao onako kako je trebalo. Zbog toga je doneta odluka da se depozit vrati korisniku.
Obavestite nas ako vam treba dodatna pojašnjenja.
Hello,
The bonus in question is a "bounty bonus", so it works a bit differently than a "regular" 100% deposit bonus you normally see, as explained by the rules of the bonus.
To give it a quick rundown:
- You activate the bonus, your deposit is locked into the bonus.
- For each 8x wagering you complete, 10% of the bonus amount (so 10% of your initial deposit), is added to your bonus balance to play with
- This continues until you have completed the whole wagering, and then 100% of the bonus and deposit becomes withdrawable again
So the bonus was activated, but you did not wager enough to complete any of the increments to unlock the bonus funds to your balance.
Also, as mentioned in the rules:
- If you cancel the welcome offer, all bonus funds, any winnings, and any increments will be removed. Only the unused portion of your initial deposit will be available for continued gameplay or withdrawal.
So the bonus was active, you were using funds that became bonus funds upon activating the bonus, and hence upon cancelling it, the winnings achieved before the wagering is completed would also disappear as they are considered to be bonus-related winnings.
To clarify, while the bonus is active, the deposit is considered to be part of the bonus. If there is anything left of the deposit when you cancel the bonus, this will become withdrawable funds again.
It is crucial to always read the rules of the bonus and to understand what kind of a bonus it is, as not all deposit bonuses work the same way. We are assuming that Joshua thought the funds would be doubled upon deposit and the bonus funds would appear immediately, but this is not how a "bounty bonus" works.
However, how the bonus should have worked is that whatever was remaining of your deposit, about 0.48 ETH, should have been returned to your balance, but all of it was removed due to the bonus not working as it should have.
Due to this, as a gesture of good will, we made a decision to return your entire deposit, not just the part which was remaining after your attempts to wager the bonus.
For CasinoGuru, they can track the progress of the bonus from their account:
It would not be possible to restore the account to the state where it had winnings achieved with the bonus activated. This is why refunding the initial deposit is the best solution to the problem.
Finally, the Support Agent in question did give the user correct information on how the bonus SHOULD work, but it did not work the way it was supposed to. This is why the decision was made to refund the deposit to the user.
Do let us know if you need further clarification.
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