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Consequently, we were unable to investigate the issue further and had to reject the complaint. The player from Canada had repeatedly requested self-exclusion from the casino in November and December of 2023 via chat and email but had received no response. Consequently, the player’s account had remained active and he had lost an estimated amount of CAD 500. The casino had acknowledged their mistake and offered to refund the lost amount. After a delay, the casino had confirmed that the refund transaction was successfully completed.
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Later, the casino requested to reopen the complaint and stated that the player’s account was now active. Despite our efforts to confirm this with the player, there was no response, leading us to reject the complaint. Initially, we closed the complaint as ‘Unresolved’ because the casino failed to reply in the provided time frame. The player from India was experiencing difficulties withdrawing his allegedly unused deposit due to a blocked account after unsuccessful verification.
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The casino confirmed that the funds had been successfully credited to the player’s gaming account, which the player later confirmed. The player from Brazil had informed the casino of his gambling addiction and requested account blocking. However, due to the casino’s non-responsiveness, he had continued depositing and lost R$4,500.
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However, the player claimed that the bank hadn’t placed any restrictions on his transactions. We had asked the player to provide evidence of this claim, but he did not respond. Consequently, we had to reject the complaint due to lack of further information. A player from India is awaiting her first deposit bonus and 250 free spins for the last 16 days.
The player from Germany repeatedly asked the casino to close his account. Due to the account remaining open, he incurred a loss of 120€ and requests a refund. The player from Quebec has been experiencing a delay in account verification for about 10 weeks.
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However, the complaint was rejected because the player did not respond to our messages and questions. The player from Russia is unable to access his money after making a deposit via 3ds on July 21st. Despite providing necessary documents to the casino, his request was closed and he hasn’t received a response from the finance department.
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We closed the complaint because the player didn’t reply to our questions. The deposit was credited to the player’s account, but he stopped responding to the complaint and it was closed as “rejected”. The player from Ukraine has been blocked without further explanation. The complaint was resolved as the player’s withdrawal was successful. The player from Mexico has experienced an account block by the casino.
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Despite numerous attempts to contact customer service via live chat and email, he had received no response. After he submitted his complaint to us, we had facilitated communication between him and the casino. The casino eventually confirmed that the phone number had been successfully linked to the player’s account and the verification process had been completed. Consequently, we had to reject his complaint as there was nothing more we could have done.
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Despite having previously deposited 160, he reported that the funds had disappeared. The Complaints Team had reached out to the player for more information about his situation to assist him better. However, due to the lack of response from the player, we had to reject the case as we couldn’t proceed with further investigation or provide potential solutions. The player from Italy experienced difficulty logging into his account even after trying to reset his password. Despite multiple attempts to contact customer support, he did not receive a response.
However, due to his lack of response, we had to reject the complaint. The issue remained unresolved due to the player’s failure to complete the casino’s verification process. The player had believed the delay was due to the casino’s standard practice for carrying out the KYC procedure.
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