pozdrav svima,
Imali smo priliku da sagledamo situaciju i vidimo da je bilo problema sa „mešanjem sredstava". Mešanje sredstava je kada se jedna vrsta gotovine koja se može igrati stavi na drugu vrstu gotovine koja se može igrati menjajući pravila sredstava u bilansu igrača. Postojao je gotovinski saldo od depozita sa bonusom na depozit u sistemu, a zatim je na njega stavljen besplatan čip, što je činilo da ta sredstva vrede samo 100 dolara za maksimalnu isplatu i dajući im 40/60 igranje.
Standardni je protokol da se zatim odvoji gotovinski depozit i omogući igraču mogućnost da igra ova sredstva kao gotovinu bez ograničenja besplatnog bonusa sada pomešanog sa gotovinskim stanjem. Vidimo da ste obavešteni o situaciji, oven71603. Vaše stanje gotovine je vraćeno u sistem kao gotovina i kupon za depozit po vašem izboru je stavljen na ovo stanje. Zatim ste odigrali ovaj saldo kao gotovinu. Dijalog između vas i servisera je sasvim jasan da je to urađeno uz vaše puno znanje i saglasnost.
Nažalost, u ovoj situaciji ne možemo ništa da učinimo da pomognemo, igrač je refundirao originalni gotovinski depozit i igrao ga je i više nema sredstava koja se mogu povući u sistemu.
Nadamo se da ovo pojašnjava stvari, prateća dokumentacija je prosleđena casino.guru timu na pregled.
najbolje želje,
Lucki Legends
Greetings all,
We had the opportunity to review the situation and we can see that there was an issue with "mixing funds". Mixing funds is when one type of playable cash is put on top of another type of playable cash changing the rules of the funds in the player balance. There was a cash balance from a deposit with a deposit bonus in the system, then a free chip was placed on top of it making those funds only worth $100 maximum cashout and giving them 40/60 playthrough.
It is standard protocol to then separate the cash deposit and allow the player the opportunity to play these funds as cash without the restrictions of the free bonus now mixed with the cash balance. We can see that you were informed of the situation, owen71603. Your cash balance was reinstated to the system as cash and the deposit coupon of your choice was placed on top of this balance. You then played this balance as cash. The dialogue between you and the service agent is quite clear that this was done with your full knowledge and consent.
Unfortunately in this situation there is nothing we can do to assist, the original cash deposit has been refunded and played by the player and there are no longer any withdrawable funds in the system.
Hopefully this clarifies things, supporting documentation has been forwarded to the casino.guru team for review.
Best wishes,
Lucky Legends
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