Zdravo timu Casino Guru,
Hvala vam što ste nam se obratili.
Pregledali smo ga sa naše strane i možemo potvrditi da je uprava kazina odlučila da zatvori ovaj račun i poništi dobitke prema ovoj klauzuli iz uslova i odredbi:
" 1.18 Bonusi koje nudi Rubi Vegas namenjeni su isključivo pravim rekreativcima. Bonus/Promotivna zloupotreba neće biti tolerisana. Obrasci i aktivnosti klađenja igrača se stalno prate i u slučaju zloupotrebe bonusa, Rubi Vegas zadržava pravo da otkaže, suspenduje ili zaključa bilo koji račun igrača za koga se utvrdi da je kriv za zloupotrebu, kao i da poništi/poništi bilo koju aktivnost igranja na čekanju i refundira prvobitni depozit. Rubi Vegas takođe može odlučiti po sopstvenom nahođenju da zabrani bilo kom igraču da učestvuje u Rubi Vegas promocijama na određeno ili neograničeno vreme, kako odluči menadžment Rubi Vegas "
Nedostajućih 40 EUR za koje je igrač tvrdio da nisu vraćeni iz njegovih depozita, zaista je vraćeno na njegov saldo na računu 13.08.2023 u 07.42 UTC.
Istog dana igrač je zatražio povlačenje 40 EUR u 13.08.2023 u 13.56 UTC, a povlačenje je odobreno 13.08.2023 u 16.14.
Drugo povlačenje 150 EUR na čekanju je obrađeno u isto vreme 13.08.2023 16.14 UTC.
Verujem da je sav novac naveden u ovoj žalbi isplaćen igraču, a razlog zatvaranja je razjašnjen u ovom odgovoru.
Smatramo da je ovaj slučaj sa naše strane rešen i zatvoren.
Srdačan pozdrav,
RubiVegas tim
Hello Casino Guru team,
Thank you for reaching to us.
We have reviewed it from our end and we can confirm that the casino management decided to close this account and void the winnings as per this clause from the terms and conditions:
" 1.18 Bonuses offered by Ruby Vegas are solely intended for genuine recreational players only. Bonus/Promotional abuse will not be tolerated. Player betting patterns and activity are constantly monitored and in case of bonus abuse, Ruby Vegas reserves the right to cancel, suspend or lock any player account found guilty of abuse as well as void/revoke any pending gaming activity and refund the original deposit. Ruby Vegas can also decide at its own discretion to ban any player from participating in Ruby Vegas’s promotions for a definite or indefinite period of time as decided by Ruby Vegas’s management "
The missing 40 EUR that the player claimed was not refunded from his deposits, was indeed refunded to his balance on the account on 13.08.2023 at 07.42 UTC.
The same day the player requested the withdrawal of 40 EUR at 13.08.2023 at 13.56 UTC and the withdrawal was approved at 13.08.2023 at 16.14.
The second pending withdrawal of 150 EUR was processed at the same time 13.08.2023 16.14 UTC.
I believe all the monies referred to on this complaint have been paid out to the player, and the reason of closure cleared out on this response.
We consider this case solved and closed on our end.
Kind regards,
RubyVegas team
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