Dragi Andrej,
Molimo Vas da prihvatite naše izvinjenje zbog zakašnjelog odgovora sa naše strane.
Prvo, želimo da istaknemo da je ovaj igrač, nakon kreiranja naloga na našoj platformi, pristao na naše Uslove korišćenja usluge (pošto nije dozvoljeno nastaviti bez prethodnog pristanka) i da neće pristupiti iz ograničenog regiona. Sjedinjene Države su jedna od naših ograničenih teritorija na kojima igračima nije dozvoljeno da igraju. Imajući to na umu, to je bio razlog zatvaranja njegovog računa i odbijanja njegovog povlačenja. Obavijestite nas ako želite da vam dostavimo kopiju ovog odjeljka naših Uslova.
U nastavku ćemo dati malo više konteksta i informacija o ovom slučaju.
Imamo uvedene sigurnosne mjere za praćenje određenog ponašanja koje pokušava zaobići našu politiku, dakle, razlog zašto je račun stavljen pod privremena ograničenja i tražili smo od igrača da dostavi dokumente za verifikaciju. Igrač nas je tada obavijestio da je iz ograničenog područja i stoga ne može završiti proces verifikacije.
Nakon detaljnog pregleda naloga, možemo potvrditi da je on namjerno pokušao zaobići naša ograničenja i pokušati sakriti svoje lokacije pristupanjem web stranici putem VPN-a. Bez davanja previše detalja oko naših sigurnosnih i preventivnih mjera, igrač također nije vjerno popunio svoje KYC detalje kao pokušaj da se prevaziđe ograničenja koja smo postavili. Ovo opet predstavlja kršenje naših uslova i bez verifikacije i pismenog odobrenja naše kompanije, igračima nije dozvoljeno da koriste VPN dok koriste naše usluge ili se povezuju na sajt. Kako Roobet ima nulti nivo tolerancije za ovu vrstu ponašanja, račun je trajno zaključan.
Što se tiče preostalog stanja na ovom računu, dok je naš tim vršio pregled, igrač je nastavio igrati jer ograničavamo samo depozite, isplate i savjete da ne ometamo igru igrača u nadi da će se naša istraga zaključiti pozitivno. U ovom slučaju, naša konačna odluka je bila da zatvorimo račun i nikakva sredstva od dobitaka neće biti poslana ovom igraču niti im je dozvoljeno da se povuku.
Iako je ovaj igrač namjerno prekršio naše Uslove, naš seniorski tim je ipak donio odluku da mu vrati cijeli depozit. Ovo nije nešto što obično radimo za igrače, ali smo u ovom slučaju napravili izuzetak.
Molimo da se ovaj slučaj zatvori jer je igraču vraćen njegov početni depozit i obje strane su podmirene bez gubitka, račun igrača je zaključan i s poštovanjem smo ga zamolili da se suzdrži od otvaranja novih računa, i na kraju, prema naše interne i eksterne politike koje je igrač prihvatio, postupili smo sa slučajem na odgovarajući i ispravan način.
Hvala ti!
Dear Andrej,
Please accept our apologies for the delayed reply from our side.
Firstly, we would like to point out that this player, upon creating an account on our platform, has agreed to our Terms of Service (as it is not allowed to proceed without first agreeing) and that he would not access from a restricted region. The United States is one of our restricted territories where players are not allowed to play. With this in mind, this was the reason behind the closure of his account and the denial of his withdrawals. Please let us know if you would like us to provide a copy of this section of our Terms.
Below, we will provide a bit more context and information surrounding this case.
We have security measures in place to track certain behavior that attempts to circumvent our policy, hence, the reason why the account was placed under temporary restrictions and we asked the player to provide verification documents. The player then informed us that he was from a restricted region and therefore could not complete the verification process.
After a thorough review of the account, we can confirm that he deliberately attempted to circumvent our restrictions and attempt to hide his locations by accessing the site using a VPN. Without giving out too much detail around our security and preventative measures, the player also did not fill in his KYC details faithfully as an attempt to get past the restrictions we set in place. This again is a violation of our terms and without verification and written approval from our company, players are not allowed to use a VPN while using our services or connecting to the site. As Roobet has a zero tolerance level for this type of behaviour, the account has been permanently locked.
Regarding the remaining balance in this account, while our team was conducting a review, the player continued to play as we only restrict deposits, withdrawals, and tips to not disrupt players' game play in hopes our investigation concludes on a positive note. In this case, our final decision was to close the account and no funds from winnings would be sent to this player or allowed to be withdrawn.
While this player deliberately violated our Terms, our senior team still made the decision to refund him his entire deposits. This is not something we typically do for players, but we made an exception in this case.
We kindly ask that this case be closed as the player has been refunded his initial deposits and both parties are settled at zero loss, the players account has been locked and we have respectfully asked him to refrain from creating new accounts, and lastly, according to our policies internally and externally that the player has accepted, we have handled the case in an appropriate and rightful manner.
Thank you!
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