The player from Australia noted that the casino hadn’t paid out his winnings due to a first deposit bonus being mistakenly activated, despite him personally turning it off. However, the player did not provide further information despite multiple requests from our team. As a result, we could not proceed with the investigation and had to reject the complaint.
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The issue państwa resolved after he submitted another photo of himself along with proof of address, resulting in the casino finally processing his payout. We marked the complaint as ‘resolved’ in our program following this confirmation. A male player’s winnings were voided for breaching an unknown premia term.
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However, the Complaints Team had advised him jest to wait for at least czternaście days after requesting the withdrawal, as it państwa usual for withdrawals to take some time jest to process. This delay could have been due to unfinished KYC verification or a high volume of withdrawal requests. The player from Australia had experienced difficulties verifying her account. She initially contacted the online casino in September of the year before to verify her proof of age, as she did not have a license. Despite our team’s efforts to communicate with the casino and resolve the issue, the casino had failed jest to cooperate.
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- As a result, we had closed the complaint due to the player’s decision jest to use his winnings, thus ending the withdrawal process.
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- After the player’s communication with the casino and our intervention, the casino had reassessed the situation and the player had been able owo withdraw his winnings.
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