Subject: Re: still no offer or reaction received
From: Support Viu-Viu <[email-masked]>
To: [email-masked]
Date: Wed, 28 May 2025 13:26:15 +0000

Dear Gerard,

Thank you for your message and for raising your concerns.

We’ve carefully reviewed your case, including the full context of your account closure and your refund request. We would like to clarify the following:

Your account was closed in line with our Terms and Conditions (Clause 7.3), which allow us to suspend or close accounts at our sole discretion.

At the time of closure, your balance consisted solely of non-withdrawable bonus funds. According to Clause 4.6 and Clause 16.11.4 of our Terms, bonus funds are not eligible for refund or withdrawal unless wagering requirements have been fully met — which was not the case here.

Our refund policy (Clause 4.5–4.7) clearly states that refunds are not granted once funds have been used for gameplay, and that all refund decisions remain at the sole discretion of the company.

We understand that you may be disappointed by this outcome, and we regret any delays in communication. However, the matter has now been reviewed and considered resolved according to our policies.

This email is delivered by www.HelpDesk.com

Ticket ID: hd.1748438775036.khxifk.8a1c7644