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He expressed frustration over the situation following a conversation with customer support. The Complaints Team noted that the player did not respond to requests for additional information needed to investigate the issue, which led to the rejection of the complaint. When evaluating online casinos, we meticulously analyze each casino’s Terms and Conditions with the aim to assess their fairness level. In T&Cs of many casinos, we come across certain clauses, which we perceive as unjust or overtly predatory. In some cases, these give the casino the possibility to justify withholding player winnings.
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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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