However, due to the casino’s No Reaction Policy and lack of cooperation in resolving numerous similar cases, we were forced to close the complaint as ‘unresolved’. Despite our numerous attempts to communicate with the casino, there had been no progress in resolving the player’s issue. Our casino assessment approach relies heavily on player complaints, which provide us with a comprehensive understanding of struggles experienced by players and how casinos address them. When calculating the Safety Index of each casino, we consider all complaints received through our Complaint Resolution Center, as well as those sourced from other channels. The player had to wait for several weeks before he was able to make a withdrawal.
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We tried to contact the casino but there has been no response from it, so we were forced to close the complaint as unresolved. The player from the United Kingdom had been waiting for a withdrawal of £1200 for over a month. He had £4300 remaining in his account, but he couldn’t make a second withdrawal because the first one was still pending. The player, who confirmed that his account was fully verified, wanted his total funds of £5500 transferred to his account.
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