Dragi Kubo i Miči10 ,
Pre svega, hvala vam što ste nam skrenuli pažnju na ovo pitanje. Zadovoljstvo nam je što smo vas oboje upoznali i cenimo priliku da razjasnimo situaciju i pomognemo u njenom rešavanju.
Prema našoj evidenciji, igračev nalog je blokiran zbog odlaganja rundi igre tokom igranja sa aktivnim bonusom , što je strogo zabranjeno našim Uslovima za bonus. Nakon temeljnog pregleda aktivnosti igrača, naše Odeljenje za rizik je identifikovalo ponašanje koje jasno krši Član 12 naših Uslova za bonus:
12. Odlaganje bilo koje runde igre u bilo kojoj igri, uključujući funkcije besplatnih okretaja i bonus funkcije, za kasnije vreme kada više nemate uslove za klađenje i/ili vršenje novog depozita dok su funkcije besplatnih okretaja ili bonus funkcije i dalje dostupne u igri je zabranjeno. U slučaju kršenja ovog pravila, administracija zadržava pravo da otkaže sve dobitke.
Igrač je takođe obavešten o članu 13:
13. Kazino ima pravo da otkaže sve bonuse i dobitke, kao i da konfiskuje sav novac sa računa ako je primljen na nepravedan način ili kršeći pravila.
Kao rezultat toga, dobici su poništeni, a nalog je trajno zatvoren, bez mogućnosti ponovne aktivacije. Igrač je zvanično obavešten o odluci putem e-pošte 14. aprila.
Dragi Kubo,
Drago nam je da pružimo dokaze koji potkrepljuju naš zaključak u vezi sa kršenjem propisa. Molimo vas da nam dostavite svoju adresu e-pošte kako bismo vam mogli direktno poslati datoteke? Ukoliko vam je potrebna dodatna informacija, pojašnjenje ili pomoć, slobodno nas obavestite. Posvećeni smo potpunoj transparentnosti i brzom rešenju.
Hvala vam na saradnji.
Dragi Miči10,
Iskreno nam je žao što se ova situacija dogodila. Zadovoljstvo kupaca nam je veoma važno i uvek se trudimo da pronađemo najbolji mogući ishod za svakog igrača. Međutim, u ovom slučaju, vaše igranje je uključivalo radnje koje su direktno kršile naše uslove i odredbe. Stoga smo bili obavezni da delujemo kako bismo održali fer okruženje za igru za sve.
Molimo vas da imate razumevanja da je ova odluka konačna i da se ne može ponovo razmatrati. Iskreno vam se zahvaljujemo na vremenu koje ste proveli sa nama i želimo vam puno sreće u vašim budućim poduhvatima — kako u igrama, tako i van njih.
Ako imate dodatnih pitanja ili nedoumica, slobodno nas kontaktirajte — rado ćemo vam pomoći.
Srdačan pozdrav,
Tim kazina Ričvil
Dear Kubo and Michi10,
First of all, thank you for bringing this matter to our attention. It’s a pleasure to meet you both, and we appreciate the opportunity to clarify the situation and assist in resolving it.
According to our records, the player’s account was blocked due to the delaying of game rounds while playing with an active bonus, which is strictly prohibited under our Bonus Terms. After a thorough review of the player’s activity, our Risk Department identified behavior that clearly violates Clause 12 of our Bonus Terms:
12. Delaying any game round in any game, including free spins features and bonus features, to a later time when you have no more wagering requirements and/or performing new deposit(s) while having free spins features or bonus features still available in a game is prohibited. In case of violation of this rule, the administration reserves the right to cancel all winnings.
The player was also informed about Clause 13:
13. The casino has the right to cancel all bonuses and winnings, as well as to confiscate all money from the account if they were received in an unfair way or in violation of the rules.
As a result, the winnings were voided and the account was permanently closed, without the option for reactivation. The player was officially informed of the decision via email on April 14th.
Dear Kubo,
We are happy to provide evidence supporting our conclusion regarding the violation. Could you please provide your email address so we may send the files directly? If you require any further information, clarification, or assistance, please don’t hesitate to let us know. We’re committed to full transparency and a prompt resolution.
Thank you for your cooperation.
Dear Michi10,
We are genuinely sorry that this situation occurred. Customer satisfaction is very important to us, and we always strive to find the best possible outcome for every player. However, in this case, your gameplay involved actions that directly violated our terms and conditions. As such, we were obligated to act in order to maintain a fair gaming environment for all.
Please understand that this decision is final and cannot be reconsidered. We sincerely thank you for the time you’ve spent with us and wish you the best of luck in your future endeavors — both in gaming and beyond.
If you have any additional questions or concerns, feel free to reach out — we’ll be happy to assist you.
Best regards,
Richville Casino Team
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