Player’s account is frozen with unresolved issues

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Player’s account is frozen with unresolved issues

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After the player had raised the issue with the Complaints Team, they contacted the casino for clarification. The casino acknowledged the problem as a non-standard situation and confirmed that the player’s phone number had been successfully linked to his account. Following this advice, the player was able to successfully withdraw 950 USDT from the casino. The issue had therefore been resolved with the assistance of the Complaints Team.

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The player had been advised to contact the casino’s licensing authorities. The complaint was closed as unresolved due to the casino’s no reaction policy. The player from India has been waiting for a withdrawal for less than two weeks. We contacted the casino and found out that for some reasons the withdrawal requests were declined and the money was returned to the player. The player continued to play with his funds until his balance became zero. The player from the Czech Republic is not able to withdraw his winnings due to missing phone number verification.

The player confirmed receipt of his winnings, and the complaint was subsequently marked as resolved. The player from Greece couldn’t access his account after making a deposit of €15. Despite having contacted the casino and provided the necessary documentation, the issue remained unresolved. He had been scheduled for a Skype call to verify his account, but failed to attend due to work-related issues. We had extended the complaint resolution timer twice, offering him the opportunity to respond and reschedule the call. The issue remained unresolved due to the player’s failure to complete the casino’s verification process.

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The player from Mexico had requested a withdrawal less than two weeks prior to submitting his complaint. The player had expressed frustration over the delay and lack of transparency from the casino. According to the casino, the withdrawal requests had been rejected due to issues with the payment system. Despite trying to withdraw through a different account, the player’s request was still declined.

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