The player from Italy had 4,740 euros in winnings from playing speed baccarat at a live casino. However, she was unable to withdraw this amount due to her account being suspended. Despite her account having been previously verified and unblocked, and her expressed willingness to provide any necessary documents, the casino had not allowed her to cash out her winnings. The casino responded after a month, stating that withdrawal would be possible after 180 days, without requesting additional documents. The casino later stated that the player's account required further investigation, but did not provide specific reasons for this. Despite repeated attempts from the Complaints Team to resolve the issue, the casino did not cooperate. As a result, the complaint was marked as 'unresolved', which could have negatively affected the casino's rating. The player was advised to contact the Agenzia delle Dogane e dei Monopoli for further assistance.
Igrač iz Italije imao je 4.740 evra dobitka od igranja spid bakare u kazinu uživo. Međutim, nije mogla da podigne ovaj iznos jer joj je račun suspendovan. Uprkos tome što je njen račun prethodno verifikovan i deblokiran, i njena spremnost da pruži sve neophodne dokumente, kazino joj nije dozvolio da unovči svoj dobitak. Kazino je odgovorio nakon mesec dana, navodeći da će povlačenje biti moguće nakon 180 dana, bez traženja dodatnih dokumenata. Kazino je kasnije naveo da je račun igrača zahtevao dalju istragu, ali nije naveo konkretne razloge za to. Uprkos ponovljenim pokušajima tima za žalbe da reši problem, kazino nije sarađivao. Kao rezultat toga, žalba je označena kao „nerešena“, što je moglo negativno uticati na rejting kazina. Igraču je savetovano da kontaktira Agenzia delle Dogane e dei Monopoli za dalju pomoć.
Automatski prevedeno:
