Dragi Nik,
Hvala vam na poruci i što ste nam omogućili da dodatno razjasnimo situaciju.
Dobici na računima igrača bili su direktan rezultat korišćenja bonusa dobrodošlice. Kada ste odlučili da otkažete bonus usred procesa klađenja, to nije eliminisalo zahtev da ispunite uslove klađenja koji su vezani za te dobitke. To je zato što svi dobici generisani iz bonusa ostaju podložni originalnim uslovima bonusa sve dok ti uslovi nisu u potpunosti ispunjeni.
Da biste to ilustrovali, zamislite da odete u prodavnicu, uzmete limenku koka-kole, popijete polovinu u radnji, a zatim kažete da ćete platiti samo polovinu koju ste popili. Ovakav pristup ne bi bio prihvatljiv, jer se očekuje da platite celu konzervu, bez obzira na to koliko ste potrošili. Slično tome, kada počnete da koristite bonus i generišete dobitak od njega, od vas se traži da ispunite uslove za klađenje povezane sa tim bonusom.
Često dobijamo zahteve od igrača da otkažu svoje bonuse iz različitih razloga—bilo da ne žele da ispune uslove za klađenje, više ne žele bonus, osećaju da su u gubitku ili jednostavno veruju da bi im se sreća mogla promeniti.
Kada se bonus poništi na samom početku, pre nego što se bilo šta od njega iskoristi, mi poštujemo takve zahteve bez ikakvih problema. Međutim, ako je igrač već prikupio dobitke od bonusa, mora da se pridržava svih uslova, uključujući ispunjavanje uslova za klađenje.
U ovom slučaju, dok smo otkazali bonus na zahtev, dobici su ostali na saldu igrača. Da biste povukli ove dobitke, morali su biti ispunjeni uslovi za klađenje. Pošto je igrač odlučio da ne ispuni ove uslove i počeo da preti našem timu za podršku, odlučili smo da zatvorimo njegov nalog. Ni pod kojim okolnostima ne tolerišemo zahteve, pretnje ili ucene.
Nadam se da ovo objašnjava situaciju detaljnije.
Topli pozdrav,
Victoria
Dear Nick,
Thank you for your message and for allowing us to clarify the situation further.
The winnings in players account were a direct result of using the Welcome Bonus. When you chose to cancel the bonus midway through the wagering process, it did not eliminate the requirement to complete the wagering conditions tied to those winnings. This is because any winnings generated from the bonus remain subject to the original bonus terms until those conditions are fully met.
To illustrate this, imagine going to a shop, taking a can of Coke, drinking half of it in the shop, and then saying you will only pay for the half you drank. This approach would not be acceptable, as the expectation is that you pay for the entire can, regardless of how much you've consumed. Similarly, once you start using a bonus and generate winnings from it, you are required to meet the wagering requirements associated with that bonus.
We often receive requests from players to cancel their bonuses for various reasons—whether they don't want to meet the wagering requirements, no longer desire the bonus, feel they are on a losing streak, or simply believe their luck might change.
When a bonus is canceled at the very beginning, before any of it is used, we honour such requests without any issues. However, if a player has already accumulated winnings from the bonus, they must adhere to the full terms and conditions, including completing the wagering requirements.
In this case, while we canceled the bonus as requested, the winnings remained in players balance. To withdraw these winnings, the wagering requirements needed to be fulfilled. As player chose not to meet these requirements and began making threats towards our support team, we decided to close his account. We do not tolerate demands, threats, or blackmail under any circumstances.
I hope this explains the situation in more details.
Warm regards,
Victoria
Automatski prevedeno: