Dragi Peter,
Nakon pregleda slučaja i primenjivih uslova bonusa, želeli bismo da razjasnimo situaciju i potvrdimo da je primenjeno prilagođavanje bilansa sprovedeno u skladu sa našom utvrđenom politikom bonusa.
Igrač je napravio depozit od 30 BRL i dobio je sredu Bonus, koji je uključivao 50% bonusa plus 60 besplatnih okretaja. Kao što je navedeno u našim Uslovima i odredbama, posebno u odeljku 11 naših Bonus pravila, dobici dobijeni iz bonus sredstava podležu maksimalnom ograničenju povlačenja od pet puta većeg iznosa odobrenog bonusa.
U ovom slučaju, igrač dobija 50% bonusa na depozit od 15 BRL. Shodno tome, maksimalna gotovina dostupna nakon ispunjavanja uslova za opkladu bila je 75 BRL. Sva sredstva koja premašuju ovo ograničenje su poništena pre zahteva za povlačenje, u skladu sa našom navedenom politikom.
Pored toga, želimo da istaknemo da odeljak 1.2 naših uslova bonusa takođe uspostavlja maksimalno ograničenje povlačenja za dobitke izvedene iz bonusa, dodatno pojačavajući primenjeno prilagođavanje.
Štaviše, igrač je obavešten o prilagođavanju bilansa putem e-pošte 16.01.2025. u 08:59 GMT. U ovoj e-poruci su navedeni detalji o razlozima za prilagođavanje i referenca na konkretne uslove pod kojima je višak iznosa odbijen.
Dana 20.01.2025. u 22:38 GMT, nakon što je imao stanje od 75 BRL (maksimalni iznos dostupan za povlačenje iz bonusa), igrač je napravio depozit od 150 BRL. Nakon kratke sesije igre, igrač je podneo zahtev za povlačenje, koji je uspešno obrađen.
Razumemo da je ovo možda izazvalo izvesnu frustraciju i prihvatamo Kendrinu zabrinutost.
Međutim, važno je naglasiti da su ova ograničenja jasno navedena u našim uslovima bonusa, koji su dostupni svim igračima pre nego što prihvate bilo koju promotivnu ponudu. Podstičemo sve naše igrače da pažljivo pregledaju uslove povezane sa bonusima kako bi osigurali neometano iskustvo igranja.
Srdačan pozdrav,
Vinlegends Casino
Dear Peter,
After reviewing the case and the applicable bonus terms, we would like to clarify the situation and confirm that the applied balance adjustment was conducted in accordance with our established bonus policy.
The player made a deposit of 30 BRL and received the Wednesday Bonus, which included a 50% bonus plus 60 free spins. As outlined in our Terms & Conditions, specifically in section 11 of our Bonus Rules, winnings derived from bonus funds are subject to a maximum withdrawal limit of five times the granted bonus amount.
In this case, the player received a 50% deposit bonus of 15 BRL. Consequently, the maximum cashout available after completing the wagering requirements was 75 BRL. Any funds exceeding this limit were voided before the withdrawal request, as per our stated policy.
Additionally, we would like to highlight that section 1.2 of our Bonus Terms also establishes a maximum withdrawal limit for winnings derived from bonuses, further reinforcing the applied adjustment.
Furthermore, the player was informed about the balance adjustment via email on 2025-01-16 at 08:59 GMT. This email provided details on the reasons for the adjustment and referenced the specific terms under which the excess balance was deducted.
On 2025-01-20 at 22:38 GMT, after having a balance of 75 BRL (the maximum amount available for withdrawal from the bonus), the player made a deposit of 150 BRL. Following a short gaming session, the player submitted a withdrawal request, which was successfully processed.
We understand that this may have caused some frustration, and we acknowledge Kendra’s concerns.
However, it is important to emphasize that these limitations are clearly stated in our bonus terms, which are available to all players before accepting any promotional offer. We encourage all our players to carefully review the terms associated with bonuses to ensure a smooth gaming experience.
Best regards,
Winlegends Casino
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