Dragi Branislave,
Kupac želi da preuzme dobitke koji su rezultat igranja DEMO verzije predmetne igre. Svi obrti za pravi novac se beleže od strane sistema koji su takođe vidljivi u istoriji igara na računima igrača i igrač je pomešao igru sa pravim novcem sa demo igrom. Sesije demo režima se ne snimaju, sesije za pravi novac se snimaju.
Sve opklade i dobici sa pravim novcem su zabeleženi i ispravno dodati na njen račun, klijent je našem odeljenju za podršku poslao slike svojih dobitaka u Demo režimu, dok smo pokušali da je zamolimo da napravi snimke ekrana na kojima je vidljivo da je je ulogovana. Zatim nam je poslala snimak ekrana na kome je bila vidljiva i bilans njenog stvarnog novca i sesije igre Real Monei.
Želimo da naglasimo da naše odeljenje za podršku nikada nije potvrdilo da su DEMO dobici stvarni, naše kolege su pokušale da objasne kupcu da je pomešala demo igru sa sesijama igre za pravi novac.
Kupac je tvrdio da nema demo verziju u LemonCasinu, ali je demo verzija igara dostupna. Takođe je imala odobrena dva povlačenja 15. i 17. juna, oba su odobrena i isplaćena, ali naravno nisu u vezi sa ovim dobicima u demo igrama, ti dobici su rezultat sesija sa pravim novcem.
Snimke ekrana koje nećemo priložiti ovom odgovoru, ali ćemo obezbediti sve potrebne dokaze na privatnom kanalu.
LemonCasino
Dear Branislav,
The customer would like to claim the winnings which resulted from playing the DEMO version of the game in question. All the real money spins are recorded by the system which are also visible in the Game History of the player accounts and the player confused the real money play with the Demo play. The demo mode sessions are not recorded, the real money sessions are.
All the real money bets and winnings were recorded and added correctly into her account, the customer sent our support department images made with another phone, of her winnings in the Demo mode while we tried to ask her to take screenshots where it is visible that she is logged in. Then she sent us a screenshot in which her real money balance was visible the Real Money game sessions as well.
We would like to emphasize that our support department have never confirmed the DEMO winnings being real, our colleagues did try to explain to the customer that she confused the demo play with the real money game sessions.
The customer claimed that she doesn't have a demo version in LemonCasino but the demo version of the games are available. Also she had two withdrawals approved on the 15th and the 17th of June, both of them approved and paid out but not related to these demo games winnings of course, those winnings resulted from the real money sessions.
Screenshots we will not attach to this reply, but we will provide any evidences needed on a private channel.
LemonCasino
Automatski prevedeno:
