zdravo,
Juče sam napravio depozit od 100€, a onda je na mom profilu bio dostupan 50€ nedeljnog bonusa za ponovno učitavanje.
Nakon aktiviranja i korišćenja ovog bonusa, zatražio sam povlačenje 700,31€.
Jutros sam dobio sledeću poruku:
„Poštovani korisniče,
Kontaktiramo vas u vezi sa vašim povlačenjem.
Imajte na umu da je 50% Veekend Casino Reload Bonusa aktiviran na založeni depozit, tako da su svi dobici poništeni. Imajte na umu da bonus treba da bude aktiviran pre klađenja depozita.
U slučaju pitanja, slobodno nas kontaktirajte u bilo koje vreme!
Radujemo se Vašem odgovoru.
Prijatan dan."
Nakon što sam se požalio zašto bih uopšte mogao da aktiviram bonus ako nikada nisam imao priliku da ga realizujem (pošto sam već igrao bez prethodnog aktiviranja bonusa), dobio sam sledeći odgovor:
„Pozdrav,
Hvala vam na e-poruci.
Obaveštavamo vas da je aktivacija bonusa rezultat sistemske greške, koja vam je omogućila da aktivirate bonus bez ispunjavanja neophodnih uslova. Iskreno se izvinjavamo zbog neprijatnosti koje je ovo moglo prouzrokovati i cenimo vaše razumevanje po ovom pitanju.
Ako imate bilo kakvih dodatnih pitanja ili upita, ne ustručavajte se da nam se obratite putem e-pošte ili ćaskanja uživo. Uvek smo tu da vam pomognemo.
Želim vam prijatan dan."
Nikada nisam video uslove za bonus; bio je dostupan odmah nakon mog depozita.
Smatram da je ova situacija krajnje nesrećna i insistiram na isplati 700,31 €.
Hvala vam puno na pomoći!
Hello,
Yesterday, I made a 100€ deposit, and then a 50€ Weekly Reload Bonus was available in my profile.
After activating and using this bonus, I requested a withdrawal of 700.31€.
This morning, I received the following message:
„Dear User,
We are contacting you regarding your withdrawal.
Please be informed that a 50% Weekend Casino Reload Bonus has been activated on the wagered deposit, therefore all the winnings were nullified. Please note that the bonus should be activated before wagering the deposits.
In case of questions, feel free to contact us at any time!
We will be looking forward to hearing from you.
Have a great day."
After I complained about why I could even activate the bonus if I never had the chance to realize it (since I had already played without activating the bonus beforehand), I received the following response:
„Greetings,
Thank you for your email.
We would like to inform you that the activation of the bonus was a result of a system error, which allowed you to activate the bonus without fulfilling the necessary requirements. We sincerely apologize for any inconvenience this may have caused and appreciate your understanding in this matter.
Should you have any further questions or inquiries, please do not hesitate to reach out to us via email or Live Chat. We are always here to assist you.
Wishing you a pleasant day."
I never saw the conditions for the bonus; it was available right after my deposit.
I find this situation extremely unfortunate, and I insist on the payout of the 700.31€.
Thank you very much for your help!
Hallo,
gestern hatte ich eine 100€ Einzahlung vorgenommen, anschließend war ein 50€ Weekly Reload Bonus im Profil verfügbar.
Nachdem ich diesen Bonus aktiviert und umgesetzt hatte, hatte ich 700.31€ zur Auszahlung in Auftrag gegeben.
Heute Morgen habe ich folgende Nachricht erhalten:
„Dear User,
We are contacting you regarding your withdrawal .
Please be informed that 50% Weekend Casino Reload Bonus has been activated on the wagered deposit, therefore all the winnings were nullified. Please note that the bonus should be activated before wagering the deposits
In case of questions, feel free to contact us any time!
We will be looking forward to hearing from you.
Have a great day."
Nachdem ich mich beschwert hatte, warum ich den Bonus überhaupt aktivieren kann, wenn ich niemals die Chance hatte ihn zu realisieren (da ich ja bereits gespielt hatte ohne ZUVOR den Bonus zu aktivieren), hatte ich folgende Antwort erhalten:
„Greetings,
Thank you for your email.
We would like to inform you that the activation of the bonus was a result of a system error, which permitted you to activate the bonus without fulfilling the necessary requirements. We sincerely apologize for any inconvenience this may have caused and appreciate your understanding in this matter.
Should you have any further questions or inquiries, please do not hesitate to reach out to us via email or Live Chat. We are always here to assist you.
Wishing you a pleasant day."
Ich hatte niemals die Bedingungen für den Bonus gesehen, der Bonus war direkt nach meiner Einzahlung da.
Ich finde diese Situation äußerst unglücklich und ich bestehe auf die Auszahlung der 700.31€.
Vielen Dank für eure Hilfe!
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