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The player later confirmed that he received his winnings, therefore we marked this complaint as resolved. The player from Germany requested a withdrawal three weeks prior to submitting this complaint. The player was asked to provide the casino with new documents for additional verification.
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The Complaints Team had engaged with the casino, which stated that the player’s account had been closed due to violations of their terms regarding restricted countries. The team expressed concerns about the casino’s practices, highlighting fairness issues related to allowing players from restricted regions to deposit while denying withdrawals. Ultimately, the complaint was closed as ‘unresolved’ due to the casino’s stance, although the team noted that the situation might have affected the casino’s rating. Later, the casino reopened the complaint, acknowledged the issue, and restored the player’s winnings, leading to a resolution. The player from Canada faced withdrawal issues after requesting funds a month ago, citing unclear terms regarding wagering requirements.
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