He clarified that he wanted self-exclusion from his account due to his gambling problem. We had provided him with a detailed guide on how to apply for self-exclusion and asked him to forward the account closure requests he had sent to the casino. However, the player did not respond to our messages and questions within the given time frame, leading us to reject the complaint. The player from India had requested a withdrawal less than two weeks prior to submitting his complaint. Despite the Complaints Team’s advice to wait for at least 14 days before filing a complaint, the player had insisted on quicker action.
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We had extended the complaint period to allow for the bank’s investigation, however, the player did not respond within the given time frame. The player from Argentina had reported that the casino withheld her money without any reason and subsequently blocked her account when she raised a complaint. We had reached out to the player for more details and extended the response time by 7 days. However, due to a lack of response from the player, we were unable to proceed with the investigation or provide potential solutions. The issue remained unresolved due to the player’s lack of response to inquiries from the Complaints Team regarding the status of the withdrawal and account verification.