Hello there,
As we reviewed the case, our customer support was asked to provide a statement regarding this issue.
Here is their official position:
First of all, it clearly says in the part he quoted himself, "It is strictly forbidden to use the "buy free spins" feature with an active bonus *or while having any winnings generated with the help of our bonus on your balance*." This means it applies not only when the bonus is active, but also to any winnings that you have generated with the bonus, even after the bonus was canceled.
This is made even clearer by this rule:
10.2.9 Each bonus in Welcome Package is "sticky" and will be forfeited once you make a withdrawal request. Bonus restrictions (maximum betting limit of 4€, forbidden games, maximum cashout of 5 times the received bonus amount) apply until the withdrawal request has been processed or winnings generated from mentioned bonus are part of the players' balance.
This was all quoted to him with extensive explanations but he decided to ignore it and fixate on that "while the bonus is active" part, which is not the relevant thing here. Also, he claims we "never replied" which is simply not true, we had a whole email thread with him. Sending you the screenshots of just two of our replies.
Even though there was clearly a misunderstanding between the casino representative and the customer, we are truly concerned that similar issues would not occur in the feature.
I'm attaching two pieces of communication provided by our support where they have stated that the violated term is 10.2.9 rather than 10.1.7.
Please note the dates as they are pretty recent, meaning that the communication has been on.
For further references, visit our Bonus Terms page.
Hello there,
As we reviewed the case, our customer support was asked to provide a statement regarding this issue.
Here is their official position:
First of all, it clearly says in the part he quoted himself, "It is strictly forbidden to use the "buy free spins" feature with an active bonus *or while having any winnings generated with the help of our bonus on your balance*." This means it applies not only when the bonus is active, but also to any winnings that you have generated with the bonus, even after the bonus was canceled.
This is made even clearer by this rule:
10.2.9 Each bonus in Welcome Package is "sticky" and will be forfeited once you make a withdrawal request. Bonus restrictions (maximum betting limit of 4€, forbidden games, maximum cashout of 5 times the received bonus amount) apply until the withdrawal request has been processed or winnings generated from mentioned bonus are part of the players' balance.
This was all quoted to him with extensive explanations but he decided to ignore it and fixate on that "while the bonus is active" part, which is not the relevant thing here. Also, he claims we "never replied" which is simply not true, we had a whole email thread with him. Sending you the screenshots of just two of our replies.
Even though there was clearly a misunderstanding between the casino representative and the customer, we are truly concerned that similar issues would not occur in the feature.
I'm attaching two pieces of communication provided by our support where they have stated that the violated term is 10.2.9 rather than 10.1.7.
Please note the dates as they are pretty recent, meaning that the communication has been on.
For further references, visit our Bonus Terms page.