Dragi Branislave,
Želimo da pružimo detaljno objašnjenje situacije. U trenutku dobijanja besplatnih okretaja, bilans igrača je bio skoro nula. Besplatni okreti su dodeljeni kao deo programa lojalnosti nivoa 0 [6] Loialti Revard (6 besplatnih okretaja). Igrač je iskoristio besplatne okrete i dobio je dobitak od 3,92 AUD. Ova pobeda je automatski prebačena na bonus saldo sa uslovom za opkladu od k45. Iznos koji je igrač morao da uloži bio je 176,40 AUD. Nakon završetka klađenja, igrač je u početku osvojio 94,74 AUD. Nastavio je da igra i na kraju je sakupio 10.153,94 AUD u dobicima, a zatim je pokušao tri povlačenja: dva po 4.000 AUD i jedan za 2.153 AUD.
U skladu sa našim uslovima bonusa (koji ograničavaju maksimalna povlačenja na 150 AUD iz dobitaka besplatnih okretaja), povlačenje od 2.153 AUD je automatski poništeno. Kada je igrač naknadno pokušao da podigne 2.000 AUD, to takođe nije uspelo, ostavljajući njegov saldo na 153,94 AUD - što se i dalje smatra bonus sredstvima.
U ovom trenutku, naš agent je ručno otkazao isplatu od 2.000 AUD na čekanju. Nakon što se povlačenje poništi, igraču se odmah šalje e-mail sa odgovarajućim informacijama. Nesvestan ovog prilagođavanja, igrač je nastavio da igra dok je agent istovremeno obrađivao ispravku bilansa od 10.003 AUD (ostavljajući samo dozvoljenih 150 AUD maksimalnih isplata iz njegovih dobitaka od besplatnih okretaja). Igrač nije video ovu korekciju ravnoteže u realnom vremenu i nastavio je da igra sa onim što je izgledalo kao njegov puni preostali balans.
Prema našim pravilima za besplatne okrete iz programa lojalnosti, maksimalni iznos koji se može povući nakon klađenja je 150 AUD. „Maksimalni dobici koji će biti isplaćeni kao rezultat bilo kog bonusa besplatnih okretaja biće 100 EUR, 100 USD, 150 AUD, 140 CAD, 160 NZD, 1000 NOK, 450 PLN, 13000 JPI, 630 BRL, 0,002 BTC, 0,002 BTC. 0,63 LTC, 500 DOG, 100 USDT Svi dobici koji premašuju ovaj iznos biće izgubljeni nakon povlačenja, imajte na umu da će se sredstva na saldu smatrati podložnim pravilu o maksimalnom dobitku.
Ostatak sredstava je automatski zadužen. Preostalo stanje na računu nakon odbitka je igrač sam založio do iznosa od 0,12 AUD. Ne postoji mogućnost vraćanja, jer je zaduženje izvršeno u skladu sa važećim Uslovima, na koje je igrač pristao prilikom registracije. Ostala sredstva je koristio igrač u igri.
Nakon korekcije bilansa, dozvoljeni iznos je bio na saldu igrača (150 AUD) i igrač je mogao da ga povuče. Međutim, igrač nije primetio promenu balansa i nastavio je da igra, a ceo balans je odigran.
Razumemo da naši uslovi bonusa i politika povlačenja nisu savršeni i da nekim igračima mogu izgledati komplikovano, međutim, postupili smo u skladu sa utvrđenim pravilima, i štaviše, svi klijenti ih prihvataju nakon registracije.
Konačno, naš tim je nekoliko puta proverio problem i nije našao grešku u korekciji balansa. U zaključku, nažalost, nismo u mogućnosti da vratimo novac na račun igrača.
Ne ustručavajte se da kontaktirate naš tim za podršku za bilo kakva pitanja ili nedoumice.
Srdačan pozdrav,
RichardCasino tim
Dear Branislav,
We would like to provide a detailed explanation of the situation. At the time of receiving the free spins, the player's balance was almost zero. The free spins were awarded as part of the Level 0 [6] Loyalty Reward loyalty program (6 free spins). The player used the free spins and received a win of 3.92 AUD. This win was automatically transferred to the bonus balance with a wagering requirement of x45. The amount the player had to wager was 176.40 AUD. After completing wagering, the player initially won 94.74 AUD. He continued playing and eventually accumulated 10,153.94 AUD in winnings, then attempted three withdrawals: two for 4,000 AUD each and one for 2,153 AUD.
According to our bonus terms (which limit maximum withdrawals to 150 AUD from free spin winnings), the 2,153 AUD withdrawal was automatically canceled. When the player subsequently tried to withdraw 2,000 AUD, this also failed, leaving his balance at 153.94 AUD - all of which is still considered bonus funds.
At this point, our agent manually canceled the pending 2,000 AUD payout. After the withdrawal is cancelled, the player is immediately sent an email with the appropriate information. Unaware of this adjustment, the player kept playing while the agent simultaneously processed a balance correction of 10,003 AUD (leaving only the permitted 150 AUD max cashout from his free spin winnings). The player didn't see this balance correction in real-time and continued playing with what appeared to be his full remaining balance.
According to our rules for free spins from the loyalty program, the maximum amount that can be withdrawn after wagering is 150 AUD. "The maximum winnings that will be paid out resulting from any free spins bonus will be 100 EUR, 100 USD, 150 AUD, 140 CAD, 160 NZD, 1000 NOK, 450 PLN, 13000 JPY, 630 BRL, 0.002 BTC, 0.19 BCH, 0.03 ETH, 0.63 LTC, 500 DOG, 100 USDT. Any winnings exceeding this amount will be forfeited upon withdrawal. Please note that until the withdrawal of the relevant balance is processed, funds on the balance will be considered subject to the maximum winnings rule."
The rest of the funds were automatically debited. The balance remaining on the account after the deduction was wagered by the player himself up to the amount of 0.12 AUD. There is no possibility of a return, as the debiting was made in accordance with the current Terms and Conditions, which the player agreed to during registration. Other funds were used by the player in the game.
After the balance correction, the allowed amount was on the player's balance (150 AUD), and the player could withdraw it. However, the player didn't notice the balance changes and continued playing, and the whole balance was played.
We understand that our Bonus terms and withdrawal policy are not perfect and may seem complicated for some players, however, we acted in accordance with established rules, and moreover, all clients accept them upon registration.
Finally, our team has checked the issue several times and didn't find a mistake in the balance correction. In conclusion, unfortunately, we are unable to refund the money to the player's account.
Don’t hesitate to reach out to our support team for any queries or concerns.
Best regards,
RichardCasino Team
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