Hello!
A player bought 50 Free Spins in the Bonus Shop. After using them he received a bonus of 5,2 EUR. According to the rules, the maximum possible withdrawal amount from this bonus is x5. Accordingly, after wagering this bonus, the player can withdraw only 26 EUR. Having wagered this bonus the player received 568.32 EUR on the real balance.
KYC team made a balance adjustment and debited the player the amount of 520.04EUR which were unavailable to the player for withdrawal. The player also activated a bonus of 272 EUR and after wagering it he received 785.8 EUR on his real balance and made a withdrawal request for the amount of 730 EUR. Then he cancelled this withdrawal request and lost these funds.
The player had only 26 EUR available for withdrawal, which according to the rules he could withdraw from the bonus received from Free Spins bought in the bonus shop. The financial department also notified the player about it by e-mail. Also by e-mail from the player was requested missing documents or those documents that the player sent incorrectly.
Hello!
A player bought 50 Free Spins in the Bonus Shop. After using them he received a bonus of 5,2 EUR. According to the rules, the maximum possible withdrawal amount from this bonus is x5. Accordingly, after wagering this bonus, the player can withdraw only 26 EUR. Having wagered this bonus the player received 568.32 EUR on the real balance.
KYC team made a balance adjustment and debited the player the amount of 520.04EUR which were unavailable to the player for withdrawal. The player also activated a bonus of 272 EUR and after wagering it he received 785.8 EUR on his real balance and made a withdrawal request for the amount of 730 EUR. Then he cancelled this withdrawal request and lost these funds.
The player had only 26 EUR available for withdrawal, which according to the rules he could withdraw from the bonus received from Free Spins bought in the bonus shop. The financial department also notified the player about it by e-mail. Also by e-mail from the player was requested missing documents or those documents that the player sent incorrectly.