Zdravo Mihal,
Kupac je dobio 50 besplatnih okretaja na Big Bass Splash-u 21.10.2023. u okviru Luclandove stalne promocije „Daili Spin Frenzi" – dan ranije je uložio 1.000,00 funti, što ga je učinilo kvalifikovanim za 50 okretaja. Okreti dolaze sa zahtevom za klađenje k35 kao što je detaljno opisano ovde:
https://vvv.luckland.com/promotions/Ip-buivin-daili-spin-frenzi-uk/
Na gornjoj vezi se takođe pominje da se ovi okreti pružaju na osnovu prijave – kupac mora da ode na svoju stranicu „Moji bonusi" i ručno zatraži okretanje. Stoga bi bilo nepošteno od strane korisnika da tvrdi da nije znao za ovaj bonus ili da nije koristio nikakav bonus.
Na gornjoj vezi se takođe pominje da se „važe uslovi i uslovi politike bonusa". – što znači prihvatanjem bonusa kupac potvrđuje da je upoznat sa Politikom bonusa. Treba napomenuti da politika bonusa ima jasno napomenu da klijent može ukloniti svoje preostale bonuse i povezane zahteve za klađenje tako što će otići na svoju stranicu „Moj nalog" i izabrati odgovarajuću opciju. Stoga bi bilo nepošteno od strane klijenta da tvrdi da nisu znali za mogućnost da uklone svoje zahteve za klađenje u bilo kom trenutku – nešto što zahteva Komisija za kockanje Ujedinjenog Kraljevstva i čega se mi u potpunosti pridržavamo.
Ono što je zapravo pošlo naopako je da kada je stanje na računu klijenta dostiglo ispod £ 0,50, sistem je trebalo da automatski poništi njegove preostale zahteve za klađenje. Nismo sigurni zašto se to nije dogodilo i pokrenuli smo istragu o ovom pitanju sa našim tehničkim odeljenjem. Izvinjavamo se zbog neprijatnosti koje je ovo moglo prouzrokovati.
Međutim, treba napomenuti da je, kao što je gore navedeno, klijent bio svestan mogućnosti da ručno ukloni svoje zahteve za klađenje. Stoga zaključujemo da je kupac igrao kroz svoje dobitke po sopstvenom izboru i doneo je svesnu odluku da ne ukloni svoje zahteve za klađenje. Da su sami uklonili svoje klađenje u bilo kom trenutku nakon 2023-10-21, mogli bi da povuku sve dobitke koje su prikupili nakon toga.
Uzimajući u obzir gore navedeno, iako saosećamo sa situacijom kupca, u ovom slučaju nećemo biti u mogućnosti da obezbedimo povraćaj novca.
Hello Michal ,
The customer received 50 free spins on Big Bass Splash on 2023-10-21 as part of Luckland's permanent "Daily Spin Frenzy" promotion – he wagered through £ 1,000.00 on the day before, which made him eligible for the 50 spins. The spins come with x35 wagering requirement as detailed here:
https://www.luckland.com/promotions/Ip-buywin-daily-spin-frenzy-uk/
The above link also mentions that these spins are provided on an opt-in basis – the customer has to go into their "My Bonuses" page and claim the spins manually. Therefore it would be dishonest of the customer to claim that they didn't know about this bonus or that they weren't using any bonus.
The above link also mentions that "Bonus Policy T&Cs apply." – which means by accepting the bonus the customer confirmed that they are aware of the Bonus Policy. It should be noted that the Bonus Policy has a clear mention that a customer can remove their remaining bonuses and their associated wagering requirements by going into their "My Account" page and choosing the corresponding option. Therefore it would be dishonest of the customer to claim that they didn't know about the ability to remove their wagering requirements at any time – something that is required by the UK Gambling Commission and that we comply with fully.
What actually did go wrong here is that when the customer's account balance reached below £ 0.50, the system should have cleared his remaining wagering requirements automatically. We are unsure why this didn't happen, and we have launched an investigation into this matter with our technical department. We apologise for any inconvenience this may have caused.
However, it should be noted that as was established above the customer was aware of the ability to remove their wagering requirements manually. Therefore we conclude that the customer played through their winnings of their own choice, and made a conscious decision not to remove their wagering requirements. Had they removed their wagering themselves at any point after 2023-10-21, they would have been able to withdraw any and all winnings they accrued afterwards.
With the above taken into consideration, while we sympathise with the customer's situation, we will not be able to provide a refund in this case.
Izmenjeno
Automatski prevedeno:
