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The complaint was ultimately rejected due to the player’s lack of response to inquiries from the Complaints Team, which prevented further investigation into the matter. The player from Australia had not received her withdrawal made on June 27 and was currently blocked from her account, unable to log in despite having completed the necessary verification. She received vague assurances about the delay and sought help to resolve the issue and retrieve her winnings. The issue was eventually resolved, and the player confirmed the resolution through the complaint system. The Complaints Team assisted her in addressing her concerns, leading to a satisfactory outcome.
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The player from Sweden had submitted a withdrawal request less than two weeks prior to contacting us. The Complaints Team had attempted to gather more information regarding the player’s account and KYC status but received no response to follow-up inquiries. As a result, the complaint was rejected due to lack of cooperation from the player.
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Although the casino had confirmed that the payment was sent on 20.05, she had yet to receive the funds after ten business days and had been met with automated responses regarding delays. The Complaints Team had attempted to assist by requesting further communication from her as evidence, but due to a lack of response, the complaint was closed at that time. The player retained the option to reopen the complaint in the future.
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