Quote from: bitvegas.eu on May 21, 2014, 06:13:15 PM

After I processed the initial withdrawal request, our tech found this issue and suspended his account according to our terms and reported it to me.
And I posted the issue here to get public opinions even after I sent message to ryzombie.

It seemed apparent to our tech staff that he recognized this error and tried to 'use' it without noticing us
by playing only the game hunderds of times and as soon as meeting the rollover, and then cashing out.

But some people might think that in this case it is somewhat unclear if his activity belongs to exploiting the software error/bug.
Maybe that's why I posted the issue here and get public opinion.

All our staffs discussed this issue more closely and also asked opinion from casino industry expert.
His winnings are very small and thus amount is not an issue.
The reason why we are careful about this is that it would set a criteria for the similar cases from now on.

We concluded that if people feel uncomfortable, that's not our way to go, and our reputation is more important than our terms.
Assuring players of being paid in any case must be our supreme priority.

Thanks for your opinion, Mountaingoat. It helped us to make it clear our way to go.

Ryzombie, I am sorry for this trouble. I had to be more flexible and player-friendly unlike the tech staff, since I am in charge of user management.
We changed our process manual so that suspending user account should be approved by me in any case.
All of your withdrawal requests have been processed and your account was recovered.

Thanks for playing.

http://www.bitvegas.eu

Thank you Bitvegas.EU, you are a great customer service rep. I appreciate everything you have done since this issue arose and I will he playing again at Bitvegas in the near future.

Thank you for sorting this out once again.