Zdravo CasinoGuru i @jkellei1730,
Želimo da izrazimo našu zahvalnost obojici što ste nam skrenuli pažnju na ovaj slučaj. Nakon detaljne istrage, identifikovali smo izvor nesporazuma. Iako naši uslovi i odredbe navode da samo 5Ks iznos bonusa može biti povučen, mi potvrđujemo da detalji nisu bili dovoljno jasni.
Zahvaljujući vašim povratnim informacijama, sada smo razjasnili ovaj aspekt dodavanjem sledećeg objašnjenja:
" Imajte na umu da čak i ako nastavite da igrate nakon što ispunite uslove za klađenje, imate pravo da povučete samo 5Ks iznosa bonusa sa svog naloga. (Na primer, ako dobijete povrat novca od 100 EUR/USD, možete da podignete najviše 500 EUR/USD) Višak dobitaka će biti odbijen kada zatražite povlačenje.
Ovo pojašnjenje osigurava da nema nejasnoća u pogledu ograničenja povlačenja. Iskreno se izvinjavamo za sve neprijatnosti izazvane ovim nesporazumom. Međutim, sa žaljenjem vas obaveštavamo da nismo u mogućnosti da ponudimo dalju pomoć po ovom pitanju, jer bi to kršilo naše odredbe i uslove.
Srdačan pozdrav,
Mistake tim
Hello CasinoGuru and @jkelley1730,
We want to express our gratitude to both of you for bringing this case to our attention. After a thorough investigation, we have identified the source of the misunderstanding. While our terms and conditions state that only 5X the bonus amount can be withdrawn, we acknowledge that the details were not sufficiently clear.
Thanks to your feedback, we have now clarified this aspect by adding the following explanation:
" Be aware that even if you continue playing after completing wagering requirements, you are allowed to withdraw only 5X of the bonus amount from your account. (For example, if you receive a 100 EUR/USD cashback, you can withdraw a maximum of 500 EUR/USD). Excess winnings will be deducted when you request a withdrawal. "
This clarification ensures that there is no ambiguity regarding withdrawal limits. We sincerely apologize for any inconvenience caused by this misunderstanding. However, we regret to inform you that we are unable to offer further assistance in this matter, as it would violate our terms and conditions.
Kind regards,
The Mystake Team
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