Dobio sam ovaj odgovor od BETFREE:
Hvala vam na e-poruci i izvinjavam se zbog zaka?njelog odgovora.
Nakon detaljne istrage, mogu da potvrdim da su sve preduzete radnje bile ispravne i u skladu sa pravilima na?eg sajta. Na? tim za podr?ku vam je pru?io detaljne informacije u vezi sa va?im bonusom i njegovim zahtevima za kla?enje.
Dozvolite mi da ponovim klju?ne ta?ke:
Bonus koji ste spomenuli je jo? uvek bio aktivan kada ste napravili poslednja dva depozita. Prema pravilima bonusa:
3.2 Neki Live Casino i Slots bonusi mogu automatski iste?i ako je bilans korisnika nula 2 minuta. U takvim slu?ajevima, svi dobici pripisani nakon ovog perioda bi?e oduzeti od salda korisnika. Ako se depozit izvr?i u roku od 2 minuta, a bonus je i dalje aktivan, novi dobici ?e automatski biti pripisani na bonus ra?un. Molimo proverite posebna pravila bonusa da biste razumeli trajanje bonusa.
Da biste izbegli gubitak bonusa, sa?ekajte nekoliko trenutaka nakon ?to va? balans dostigne nulu pre nego ?to napravite novi depozit. Uvek mo?ete proveriti status svog bonusa u odeljku ?Bonusi" ili nas kontaktirati putem ?askanja za pomo?.
?to se ti?e iznosa bonusa, od bonusa ste dobili maksimalan mogu?i iznos. U skladu sa na?om politikom, postoji maksimalni iznos bonusa koji se mo?e preneti na va? stvarni saldo nakon ispunjavanja uslova za kla?enje. Ovaj maksimalni iznos se izra?unava na osnovu zbira svih opklada na pravi novac tokom perioda kla?enja, plus iznos bonusa pomno?en odgovaraju?im mno?iocem:
[Zbroj opklada za pravi novac] + ([Iznos bonusa] k [Mno?itelj])
Na primer, ako dobijete bonus od 150 evra sa mno?iocem od 10 i polo?ite opklade u ukupnom iznosu od 400,06 evra iz va?eg stanja stvarnog novca, maksimalni prenosivi iznos bi bio:
(150 € k 10) + 400,06 € = 1.900,06 €
Svaki saldo koji prema?uje izra?unati maksimalni iznos bonusa bi?e izgubljen. I jo? jednom da napomenem, sve preduzete radnje su u potpunosti u skladu sa pravilima na?eg sajta, sa kojima se sla?ete kada u?estvujete u na?im ponudama.
Ako imate dodatnih pitanja, slobodno nam se obratite.
Srda?an pozdrav,
Betfree tim za ?albe
Ovo je bio moj odgovor:
Zdravo,
Kao ?to mo?ete videti u prvom prilogu, depozit (3. depozit) koji je doveo do dobitka od oko 5000 evra se dogodio u 15:48. Velika pobeda dogodila se u 15:57 kao ?to mo?ete videti u tre?em .prilogu. 15:48 nije 2 minuta nakon ?to je moj ra?un bio nula, ve? 10 minuta. To je bio tre?i depozit u 15:48, moram ponovo da ka?em, iako je o?igledno na snimcima ekrana, da je to dovelo do dobitka od skoro 5000 evra.
Pravilo bonusa 3.2 koje ste mi poslali opisuje vremenski okvir od 2 minuta. U ovom vremenskom periodu nije bilo pobede.
Zahtevam da mi vratite 3000 evra koje ste uzeli sa mog ra?una. Pravilo koje ste mi upravo poslali u?inilo je stvari jasnijim. Niste imali pravo da uzmete ovaj novac jer je moj tre?i depozit bio dosta vremena nakon bonus vremenskog prozora, 10 minuta nakon, Molimo pogledajte snimke ekrana!
?ekam va? odgovor ?to je pre mogu?e jer istra?ujem svoje mogu?nosti.
Hvala unapred .
I received this responce from BETFREE:
Thank you for your email, and I apologize for the delayed response.
After a thorough investigation, I can confirm that all actions taken were correct and consistent with our site’s rules. Our Support Team has provided you with detailed information regarding your bonus and its wagering requirements.
Allow me to reiterate the key points:
The bonus you mentioned was still active when you made your last two deposits. According to the bonus rules:
3.2 Some Live Casino and Slots bonuses can automatically expire if the user’s balance is zero for 2 minutes. In such cases, all winnings credited after this period will be deducted from the user’s balance. If a deposit is made within the 2-minute window and the bonus is still active, new winnings will be automatically credited to the bonus account. Please check the specific bonus rules to understand the duration of the bonus.
To avoid losing your bonus, please wait a few moments after your balance reaches zero before making a new deposit. You can always verify the status of your bonus in the "Bonuses" section or contact us via chat for assistance.
Regarding the bonus amount, you have received the maximum possible amount from the bonus. As per our policy, there is a maximum bonus amount that can be transferred to your real balance after fulfilling the wagering requirements. This maximum amount is calculated based on the sum of all real money bets during the wagering period, plus the bonus amount multiplied by the applicable multiplier:
[Sum of Real Money Bets] + ([Bonus Amount] x [Multiplier])
For example, if you receive a €150 bonus with a multiplier of 10 and place bets totaling €400.06 from your real money balance, the maximum transferable amount would be:
(€150 x 10) + €400.06 = €1,900.06
Any balance exceeding the calculated maximum bonus amount will be forfeited. And once again to mention, all actions taken have been in full accordance with our site rules, which you agree to when participating in our offers.
If you have any further questions, please feel free to reach out.
Best regards,
Betfree Complaints Team
This was my answer:
hello,
As you can see at the first attachment, the deposit (the 3rd deposit) that led to the winning of about 5000 euro took place at 15:48. The big win took place at 15:57 as you can see at the third .attachment. 15:48 is not 2 minutes after my account was zero, it is 10 minutes. It was the 3rd deposit at 15:48, i have to say again even though it is obvious from the sscreenshots, that led to the win of almost 5000 euro.
The bonus rule 3.2 you have sent to me describes a 2 minute time window. There was no win at this time window.
I require to credit me back the 3000 euro you took away from my account. The rule you have just send me made the things more clear, You had no right to take these money because my 3rd deposit was a long time after the bonus time window, 10 minutes after, Please check the screenshots!
I am waiting for your response as soon as possible beacuse i am exploring my options.
Thank you in advance .
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