Poštovani kazino guru predstavniku,
Hvala vam na upitu.
Želeli bismo da odvojimo trenutak da vam pružimo sveobuhvatnije objašnjenje trenutne situacije. Važno nam je da imate jasno razumevanje okolnosti koje su u pitanju.
Počnimo od samog početka.
Igrač je položio depozit od 400 AUD i počeo da ga igra. Od tog depozita, dobitak je bio 9801 AUD. U ovom trenutku u 2025-01-01 20:40:07 UTC, aktivirao je jedan bonus "Avard Cash" koji se pomešao sa stvarnim sredstvima.
Kao što smo već naveli, igrač je napravio značajan iznos opklada, koji premašuje 5.887, i zbog naših Uslova je počeo da igra prvo za pravi novac, a zatim za bonus novac. To znači da je prvo potrošen pravi fond igrača, a dalji dobici su bili iz bonus sredstava.
U 2025-01-01 17:21 UTC igrač je zatražio povlačenje u iznosu od 1000 AUD i 2025-01-02 01:42 još jedno isplatu za 4000 AUD.
U međuvremenu, igrač se aktivno igra sa ostatkom sredstava.
Pre korekcije bilansa, stanje je bilo 10885 AUD.
Podsetimo, Zbog naših uslova i odredbi bonusa: Svi bonusi na depozit imaju maksimalan limit za isplatu - iznos bonusa k10, tako da je maksimalni mogući isplata sa ovog bonusa 5019 AUD.
U 2025-01-02 13:04:12 saldo je ispravljen u skladu sa maksimalnim pravilom i 5066 AUD je oduzeto.
Napominjemo da je igrač imao 800 AUD na saldu, što su bili dobici od stvarnog novca pre aktivacije bonusa. Igrač je tražio povlačenje i za ovaj iznos. Nažalost, ova isplata nije uspela na strani dobavljača plaćanja i novac je vraćen na stanje igrača.
Nakon toga saldo je ponovo pomešan: 800 AUD + 5019 AUD.
Umesto da stavi sav novac na povlačenje odjednom, igrač aktivno igra za ovaj iznos. Dobici su bili u iznosu od 9376 AUD.
Igrač zahteva povlačenje 4000 AUD, i nastavlja da igra za ostatak mešovitih sredstava 5376 AUD (9376 -4000).
U 2025-01-03 00:27 igrač je prestao da igra i imao je preostalih 5250 AUD na saldu plus 4000 AUD povlačenje koje je čekalo odobrenje. Sve u svemu, bilo je 9250 AUD.
Stanje je ponovo ispravljeno na iznos maksimalno mogućeg isplate - 5019 AUD, u ovom slučaju je oduzeto 3431 AUD.
Iznos od 800 AUD je ostavljen na računu igrača kao dobici od pravog novca. Dakle, igrač je imao 5819 AUD na raspolaganju za povlačenje.
U 2025-01-03 08:59 UTC igrač je zatražio isplatu za 1000 AUD i 2025-01-03 09:02 UTC to je odobrio naš tim.
U 2025-01-03 10:27 UCT igrač je zatražio još jedno isplatu od 4000 AUD, što je odbijeno zbog prekoračenja dnevnog limita za isplatu. U 2025-01-04 09:01 UTC isplata je ponovo zatražena i igrač ga je opozvao. U 2025-01-04 09:11 igrač je napravio novi zahtev za isplatu od 4000 AUD i 2025-01-04 12:16 odobren je od strane našeg finansijskog odeljenja.
Nakon toga, u 2025-01-05 04:08 UTC, igrač je zatražio povlačenje 819 AUD i odobreno je 2025-01-05 04:29 UTC.
Da sumiramo, igrač je dobio svih 5019 AUD dobitaka iz bonus fondova plus 800 AUD koji su osvojeni od pravog novca pre aktivacije bonusa.
Želeli bismo da iskoristimo ovu priliku da naglasimo da poslujemo kao potpuno licencirani kazino, poštujući sve zakone i propise koji regulišu našu industriju. Veoma smo ponosni na našu posvećenost održavanju najviših standarda integriteta i pravičnosti u svim našim operacijama.
Naša reputacija nam je od najveće važnosti i razumemo da je izgrađena na poverenju i transparentnosti. Stoga se striktno pridržavamo propisa koje su postavili relevantni organi kako bismo osigurali da naše okruženje za igre nije samo pošteno već i transparentno za sve naše igrače.
Ako imate dodatnih pitanja ili zahtevate pojašnjenje o bilo kom pitanju, ne oklevajte da nam se obratite u bilo kom trenutku.
Srdačan pozdrav,
Richard Casino tim
Dear Casino Guru Representative,
Thank you for your inquiry.
We would like to take a moment to provide you with a more comprehensive explanation of the current situation. It is important to us that you have a clear understanding of the circumstances at hand.
Let's start from the very beginning.
The player made a deposit of 400 AUD and started to play it. From that deposit, the win was 9801 AUD. At this time at 2025-01-01 20:40:07 UTC, he activated one bonus "Award Cash" which mixed with the real funds.
As we have already stated, the player made a significant amount of bets, which exceeds 5,887, and due to our Terms and Conditions player started to play for real money first, then for bonus money. That means that the player's real fund was spent first and the further winnings were from bonus funds.
At 2025-01-01 17:21 UTC player requested a withdrawal in the amount of 1000 AUD and at 2025-01-02 01:42 one more cashout for 4000 AUD.
Meanwhile, the player is actively playing with the rest of the funds.
Before the balance correction, the balance was 10885 AUD.
Let us remind that Due to our Bonus Terms and Conditions: All Deposit Bonuses have the max cashout limit - the bonus amount x10, so the maximum possible cashout from this bonus is 5019 AUD.
At 2025-01-02 13:04:12 the balance was corrected according to the max rule and 5066 AUD were subtracted.
We would like to note that the player had 800 AUD on the balance, which were the wins from real money before the bonus activation. The player requested the withdrawal for this amount as well. Unfortunately, this cashout failed on the payment provider's side and the money was returned to the player's balance.
After that the balance was mixed again: 800 AUD + 5019 AUD.
Instead of putting all the money on withdrawal at once, the player actively plays for this amount. The wins were in the amount of 9376 AUD.
The player requests the withdrawal of 4000 AUD, and continues playing for the rest of mixed funds 5376 AUD (9376 -4000).
At 2025-01-03 00:27 the player stopped playing and had 5250 AUD remaining on the balance plus 4000 AUD withdrawal that was waiting for approval. In sum, it was 9250 AUD.
The balance was corrected again to the amount of maximum possible cashout- 5019 AUD, in this case 3431 AUD were subtracted.
The amount of 800 AUD was left on the player's account as wins from the real money. So the player had 5819 AUD available for withdrawal.
At 2025-01-03 08:59 UTC player requested cashout for 1000 AUD and at 2025-01-03 09:02 UTC it was approved by our team.
At 2025-01-03 10:27 UCT player requested another cashout of 4000 AUD, which was declined due to exceeding the daily cashout limit. At 2025-01-04 09:01 UTC the cashout was requested again and it was recalled by the player. At 2025-01-04 09:11 the player made a new cashout request for 4000 AUD and at 2025-01-04 12:16 it was approved by our finance department.
After that at 2025-01-05 04:08 UTC the player requested a withdrawal of 819 AUD and it was approved at 2025-01-05 04:29 UTC.
To sum up, the player received all 5019 AUD of wins from the bonus funds plus 800 AUD that were won from real money before bonus activation.
We would like to take this opportunity to emphasize that we operate as a fully licensed casino, adhering to all laws and regulations governing our industry. We take great pride in our commitment to maintaining the highest standards of integrity and fairness in all our operations.
Our reputation is of utmost importance to us, and we understand that it is built on trust and transparency. Therefore, we strictly adhere to the regulations set forth by the relevant authorities to ensure that our gaming environment is not only fair but also transparent for all our players.
If you have further questions or require clarification on any issue, please do not hesitate to reach out to us at any time.
Kind Regards,
Richard Casino Team
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