zdravo
Razumemo i saosećamo sa igračevom frustracijom zbog ove situacije.
Međutim, nakon pažljivog pregleda ove žalbe, naše sopstvene evidencije i vremenske linije događaja, sa žaljenjem možemo da kažemo da je odluka o prilagođavanju bilansa igrača ispravno primenjena. Takođe moramo da priznamo da smo prevideli važan detalj kada nas je igrač prvi put kontaktirao i da nije detaljno provereno da li igrač ima pravo na ovu promociju.
Igrač je učestvovao u promociji Lucki Ksmas Vins. Za ceo tekst Uslova i odredbi koji se primenjuju na ovu promociju, pogledajte donji deo povezane stranice:
https://vvv.luckivins.com/christmas-calendar
Prilagođavanje dobitaka igrača je izvršeno u potpunosti u skladu sa odredbama i uslovima ove promocije, posebno sa ovom tačkom:
"5. Maksimalni dobitak od bonusa bez depozita (uključujući FS bonuse bez depozita) je 100 EUR/USD/AUD/CAD/NZD, 1000 NOK, 0,004 BTC, 1,4 LTC, 0,06 ETH, 0,8 BCH, 1408 USDT, 1478 USD. Maksimalni dobitak od gotovinskih bonusa je 5000 EUR/USD/AUD/CAD/NZD; 50000 NOK; 0.2 BTC; 70 LTC; 3 ETH; 40 BCH; 73900 DOG; 5000 USDT."
Odredbe i uslovi takođe jasno navode da promocija nije dostupna za igrače iz Finske.
„10. Ova promocija nije dostupna igračima iz Finske."
Da bismo osigurali tačnost, potvrdili smo da ovom igraču ili bilo kom drugom igraču iz Finske nisu poslate promotivne poruke u vezi sa ovom ponudom.
Potvrđujemo da naš tim za korisničku podršku nije trebalo da zanemari ovaj detalj i da je igrač trebalo da bude obavešten o tome tokom prvog kontakta i da detaljnije proveri da li ispunjava uslove za bonus.
Nadamo se da ovo pojašnjava naš stav po ovom pitanju i objašnjava razloge za ovu odluku.
srdačan pozdrav,
Luci @ LuckiVins
Hi,
We understand and sympathise with the player’s frustration about this situation.
However, after a careful review of this complaint, our own records and the timeline of events, we are sorry to say that the decision to adjust the player’s balance was applied correctly. We also have to acknowledge that we overlooked an important detail when the player contacted us for the first time and the player’s eligibility for this promotion was not checked thoroughly.
The player took part in the Lucky Xmas Wins promotion. For the full text of Terms and Conditions that apply to this promotion, please see the bottom part of the linked page:
https://www.luckywins.com/christmas-calendar
The adjustment to the player's winnings was made entirely in line with the Terms and Conditions of this promotion, specifically this point:
"5. Maximum winning from no-deposit bonuses (including no-deposit FS bonuses) is 100 EUR/USD/AUD/CAD/NZD, 1000 NOK, 0.004 BTC, 1.4 LTC, 0.06 ETH, 0.8 BCH, 1478 DOG, 100 USDT. Maximum winning from cash bonuses is 5000 EUR/USD/AUD/CAD/NZD; 50000 NOK; 0.2 BTC; 70 LTC; 3 ETH; 40 BCH; 73900 DOG; 5000 USDT."
The Terms and Conditions also clearly state that the promotion is not available for players from Finland.
"10. This promotion is not available to players from Finland."
To ensure accuracy, we verified that no promotional messages related to this offer were sent to this player or any other players from Finland.
We acknowledge that this detail should not have been overlooked by our customer service team and that the player should have been informed of this during their first contact and have their eligibility for the bonus checked more thoroughly.
We hope this clarifies our position on this matter and explains the reason for this decision.
Kind regards,
Lucy @ LuckyWins
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