Zdravo,
Hvala vam na strpljenju dok je problem u potpunosti istražen.
Problem sa ovim klijentom je trajao 3 dana, petak 5. novembra, subotu 6. novembra i nedelju 7. novembra 2021., svaki od ovih dana ima uticaj na problem koji je klijent imao.
U petak, 5. novembra 2021., korisnik je uzeo više bonusa što predstavlja kršenje naših uslova. Zbog činjenice da je korisnik istovremeno uzeo nekoliko bonusa i pokušao da iskoristi bonus za sportske kladionice u kazinu, to je rezultiralo miješanjem više bonusa i zaključavanjem bonusa u balans. Svaki bonus ima maksimalan iznos dobitka povezan sa svakim depozitom, ali naša pravila navode da je dozvoljen samo 1 bonus.
Kako koristimo platformu treće strane kako bismo ispravili račun korisnika i izvršili bilo kakve korekcije stanja morali smo kontaktirati provajdera platforme treće strane i čekali njihov odgovor. Kako bi se osiguralo da čekanje nije pogođeno kupcem, račun je ostavljen otvoren.
U subotu, 6. novembra 2021. korisnik je odlučio da nastavi igrati na svom računu i tokom dana je mogao povećati svoj balans na iznos iznad maksimalnog iznosa dobitka za bilo koji račun za bilo koji dan od 100.000 eura, što uključuje bilo koji račun bez bonusa.
U nedelju, 7. novembra 2021., korisnik je nastavio da igra na svom računu (iako je obavešten da je problem sa bonusom u toku rešavanja) i izgubio je iznos veći od maksimalnog dobitka dozvoljenog našim uslovima i odredbama (Uslovi - 6.15 , 16.10.2.2, 16.10.2.3, 16.10.2.6, 13a i termin 7. predmetnog bonusa) u petak 5. novembra i subotu 6. novembra zajedno. Jedina sredstva koja su ostala su sredstva koja bi u normalnim okolnostima bila uklonjena zbog viška iznosa dobitka.
Niz događaja je nesretan i pogoršan je zbog višestrukih problema, uglavnom zbog više vrsta i broja zloupotrebljenih bonusa koji su uzeti u petak, 5. novembra, jer je korisnik pokušao da pređe limite bonusa na sajtu koristeći bonus za sportske kladionice dok se kladio na kazino, nakon što je kazino bonus iskoristio više od 20 puta. Da nije bilo bonusa za sportske kladionice to bi rezultiralo različitim scenarijima. Ispričavamo se zbog kašnjenja i neugodnosti uzrokovanih rješavanjem problema dok smo čekali odgovor od provajdera. Međutim, imajte na umu da kašnjenje nije uticalo na zaključak.
Ako imate dodatnih pitanja, slobodno nam se obratite na support@casino360.bet i rado ćemo vam pružiti sve detalje.
Srdačan pozdrav,
Casino360 Team
Hello,
Thank you for your patience while the issue was fully investigated.
The issue with this customer run over a period of 3 days, Friday 5th November, Saturday 6th November and Sunday 7th November 2021, each of these days have an impact on the issue the customer experienced.
On Friday 5th November 2021, the customer took multiple bonuses which is a breach of our terms and conditions. Due to the fact that the customer took several bonuses at the same time and also attempted to use a sportsbook bonus in the casino this resulted in multiple bonuses being mixed and locked the bonuses into the balance. Each bonus has a maximum win amount connected to each of the deposits but our rules state only 1 bonus at a time is allowed.
As we use a 3rd party platform in order to correct the customer's account and make any balance corrections we had to contact a 3rd party platform provider and awaited their response. In order to ensure the customer was not impacted by the wait, the account was left open.
On Saturday 6th November 2021 the customer decided to continue playing on their account and during the course of the day, they were able to increase their balance to an amount beyond the maximum win amount for any account on any given day of 100,000 euros, this includes any account with no bonus.
On Sunday 7th November 2021 the customer continued to play on their account (despite being advised that the ongoing bonus issue was in the process of being resolved) and lost an amount in excess of the maximum winnings permitted by our terms and conditions (Terms - 6.15, 16.10.2.2, 16.10.2.3, 16.10.2.6, 13a. and term 7. of the bonus in question) on Friday 5th November and Saturday 6th November combined. The only funds that remained were funds that would have been removed under normal circumstances due to excess win amounts.
The series of events are unfortunate and were made worse by compounding multiple issues, mainly due to multiple types and number of bonuses misused which were taken on Friday 5th November as the customer tried to override the site bonus limits by using a sportsbook bonus while betting on the casino, after having taken up the casino bonus over 20 times. Had there been no sportsbook bonus it would have resulted in different scenarios. We are sorry for any delay and inconvenience caused in resolving the issue while we awaited a response from the provider. However, please note that the delay has not impacted the conclusion.
If you have any further questions please feel free to reach out at support@casino360.bet and we will be happy to provide all details.
Best Regards,
Casino360 Team
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