Dragi Petre,
Da bismo dodatno razjasnili stvar, detaljnije ?emo objasniti situaciju:
Igra? je dobio 50 ?vajcarskih franaka kao bonus bez depozita. Maksimalni dozvoljeni ulog prema Uslovima i odredbama bonusa je 12 evra (ili ekvivalent u ?vajcarskim franakima) ili 5% od dodeljenog bonusa - ?ta god je ni?e. U ovom slu?aju, igra?u je dozvoljeno da postavi uloge ne ve?e od 2,50 ?vajcarskih franaka.
Uz to re?eno, smatramo da je potrebno napomenuti da su se igra?evi ulozi tokom prvih 21 opklade kretali u rasponu od 50 do 150 ?vajcarskih franaka. Nakon ?to je igra?ev saldo pove?an za ve?e uloge, promenio je svoju strategiju kla?enja i smanjio opkladu na 2,5 ?vajcarskih franaka - maksimalno dozvoljeni iznos, ?to dodatno ukazuje na njegovu upoznatost sa pravilima bonusa. ?ak i ako pretpostavimo da igra? nije bio upoznat sa uslovima i odredbama, njegova je isklju?iva odgovornost da se upozna sa njima pre kori??enja bilo kog bonusa.
Tako?e sumnjamo da je igra? namerno poslao nedovoljno snimaka ekrana koji skrivaju va?ne detalje kao ?to je njegova istorija kla?enja. Iako ove slike potkrepljuju tvrdnje igra?a, ?ini se da namerno izostavljaju bitne informacije potrebne za pravedno re?avanje ovog slu?aja. Pored toga, dostavljeni snimci ekrana isti?u da im ovo nije bio prvi put da igraju u toj konkretnoj bonus kampanji.
Uzimaju?i u obzir gore navedeno, smatramo da su preduzete mere u potpunosti u skladu sa na?im Uslovima i odredbama.
Srda?an pozdrav,
GrandVin kazino
Dear Peter,
To shed further light on the matter we are going to explain the situation in more detail:
The player received 50 CHF as a no deposit bonus. The maximum bet stake allowed as per the bonus Terms and Conditions is 12 EUR (or equivalent in CHF) or 5% of the awarded bonus - whichever is lower. In this case, the player is allowed to place bet stakes not higher than 2.50 CHF.
Having said that, we find it necessary to mention that the player’s bet stakes throughout his first 21 bets was in the range of 50 CHF up to 150 CHF. After the player's balance was increased by the higher stakes, they changed their betting strategy and lowered their wager to the 2.5 CHF - maximum permitted, which further indicating their awareness of the bonus rules. Even if we assume the player was not aware of the T&C's, it is their sole responsibility to get familiar with them prior to using any bonus.
We also suspect the player knowingly sent insufficient screenshots that hide important details such as their betting history. While these images support the player's claims, they appear to intentionally omit essential information needed for a fair resolution of this case. In addition, the provided screenshots highlight that this was not their first time playing in that specific bonus campaign.
Having stated the above, we believe that the measures which were taken are totally in line with our Terms and Conditions.
Kind regards,
GrandWin Casino
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