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The Player’s complaint has been resolved successfully. 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.
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However, he mistakenly sent his deposit to a previous deposit address instead of the newly generated one, leading to his deposit not being credited to his account. Despite contacting customer support and providing all necessary information, his issue remains unresolved after six days. The player and the casino later informed us that the deposit was credited to the account and this complaint was closed as resolved. The player from Italy had requested a withdrawal less than two weeks prior to submitting the complaint. The player clarified that the issue wasn’t about a withdrawal but about a coupon win that the casino initially refused to pay. The casino reviewed the case and confirmed that the player’s coupon had been unfrozen and calculated as a win. The player confirmed receipt of his winnings, and we subsequently marked the complaint as ‘resolved’. The player from India had submitted a withdrawal request less than two weeks before contacting us.
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