Dear gmolenaar,
Here's the response we have received from the casino rep:
The playerโs account was closed in accordance with our platformโs Terms and Conditions (Clause 7.3), which grants the operator the right to suspend or terminate an account at its sole discretion.
7.3. Viu-viu reserves the right to close your Account and to refund to you the "Available to withdrawalโ balance, subject to the deduction of relevant withdrawal charges, at Viu-viuโs absolute discretion and without any obligation to state a reason or give prior notice.
At the time of closure, the account balance consisted entirely of bonus funds, which are subject to wagering requirements. As per our Bonus Policy (Clause 16.11.4), bonus funds and any associated winnings cannot be withdrawn unless the full wagering requirements are met.
In line with our Refund Policy (Clause 4.6), once deposited funds or their associated bonuses have been used for gameplay, they are no longer eligible for a refund.
We acknowledge the playerโs concerns and regret any dissatisfaction caused. However, the case has now been concluded, and no refund or reinstatement is applicable under our Terms.
Please do not hesitate to contact us if any further clarification is required.
Kind regards,
Viu-Viu Team
Based on the response we received from the casino, there is unfortunately nothing further we can do regarding your case. We will therefore consider Case # 3233 as resolved.
Thank you for your understanding.
Cher gmolenaar ,
Voici la rรฉponse que nous avons reรงue du reprรฉsentant du casino :
Le compte du joueur a รฉtรฉ fermรฉ conformรฉment aux conditions gรฉnรฉrales de notre plateforme (clause 7.3), qui accordent ร l'opรฉrateur le droit de suspendre ou de rรฉsilier un compte ร sa seule discrรฉtion.
7.3. Viu-viu se rรฉserve le droit de clรดturer votre compte et de vous rembourser le solde ยซ disponible au retrait ยป, sous rรฉserve de la dรฉduction des frais de retrait correspondants, ร l'entiรจre discrรฉtion de Viu-viu et sans aucune obligation de justification ni de prรฉavis.
Au moment de la clรดture, le solde du compte รฉtait entiรจrement constituรฉ de bonus, soumis ร des conditions de mise. Conformรฉment ร notre Politique relative aux bonus (clause 16.11.4), les bonus et les gains associรฉs ne peuvent รชtre retirรฉs que si les conditions de mise sont remplies.
Conformรฉment ร notre politique de remboursement (clause 4.6), une fois que les fonds dรฉposรฉs ou leurs bonus associรฉs ont รฉtรฉ utilisรฉs pour le jeu, ils ne sont plus รฉligibles ร un remboursement.
Nous prenons acte des prรฉoccupations du joueur et regrettons toute insatisfaction. Cependant, l'affaire est dรฉsormais close et aucun remboursement ni rรฉtablissement ne sont possibles conformรฉment ร nos Conditions.
N'hรฉsitez pas ร nous contacter si vous avez besoin de plus amples prรฉcisions.
Cordialement,
รquipe Viu-Viu
Suite ร la rรฉponse du casino, nous ne pouvons malheureusement plus rien faire concernant votre cas. Nous considรฉrons donc le dossier nยฐ 3233 comme clos.
Merci pour votre comprรฉhension.
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