K?ra Kubo och Michi10 ,
F?rst och fr?mst, tack f?r att du uppm?rksammade oss p? detta. Det ?r ett n?je att tr?ffa er b?da, och vi uppskattar m?jligheten att klarg?ra situationen och hj?lpa till att l?sa den.
Enligt v?ra register blockerades spelarens konto p? grund av att spelomg?ngar f?rsenades medan spelaren spelade med en aktiv bonus , vilket ?r str?ngt f?rbjudet enligt v?ra bonusvillkor. Efter en grundlig granskning av spelarens aktivitet identifierade v?r riskavdelning beteende som tydligt bryter mot klausul 12 i v?ra bonusvillkor:
12. Det ?r f?rbjudet att skjuta upp spelrunda i spel, inklusive free spins- och bonusfunktioner, till en senare tidpunkt n?r du inte har n?gra fler oms?ttningskrav och/eller att g?ra nya ins?ttningar medan free spins- eller bonusfunktioner fortfarande finns tillg?ngliga i spelet. Vid brott mot denna regel f?rbeh?ller sig administrationen r?tten att annullera alla vinster.
Spelaren informerades ocks? om klausul 13:
13. Casinot har r?tt att annullera alla bonusar och vinster, samt att konfiskera alla pengar fr?n kontot om de mottagits p? ett otillb?rligt s?tt eller i strid med reglerna.
Som ett resultat ogiltigf?rklarades vinsterna och kontot st?ngdes permanent, utan m?jlighet till ?teraktivering. Spelaren informerades officiellt om beslutet via e-post den 14 april.
K?ra Kubo,
Vi tillhandah?ller g?rna bevis som st?der v?r slutsats ang?ende ?vertr?delsen. Kan du ange din e-postadress s? att vi kan skicka filerna direkt? Om du beh?ver ytterligare information, f?rtydliganden eller hj?lp, tveka inte att meddela oss. Vi str?var efter full transparens och snabba l?sningar.
Tack f?r ditt samarbete.
K?ra Michi10,
Vi beklagar verkligen att denna situation intr?ffade. Kundn?jdhet ?r mycket viktigt f?r oss och vi str?var alltid efter att hitta b?sta m?jliga resultat f?r varje spelare. Men i det h?r fallet innebar ditt spelande handlingar som direkt br?t mot v?ra villkor. D?rf?r var vi skyldiga att agera f?r att uppr?tth?lla en r?ttvis spelmilj? f?r alla.
V?nligen f?rst? att detta beslut ?r slutgiltigt och kan inte ompr?vas. Vi tackar dig innerligt f?r den tid du har tillbringat med oss ??och ?nskar dig lycka till i dina framtida str?vanden – b?de inom spel och bortom det.
Om du har ytterligare fr?gor eller funderingar ?r du v?lkommen att kontakta oss – vi hj?lper dig g?rna.
Med v?nliga h?lsningar,
Richville Casino-teamet
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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