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Dear complainant,

Thank you very much for submitting your case. We are sorry to hear about your problem and understand your concerns. Unfortunately, we would like to inform you that your complaint has not been upheld for the following reason:

We do not handle complaints where the issue occurred over a year ago as most of the casinos do not even keep player date for that long. Please be sure to submit your complaint within a reasonable time frame next time.

I'm sorry we couldn't be of more help and hope that your problem will be solved by other means.

Thank you in advance for your understanding.

I have every transcript etc, why was my complaint rejected?

Hello, the reson was given:

"We do not handle complaints where the issue occurred over a year ago as most of the casinos do not even keep player date for that long."

This is the reason. I'm sorry, you should acted earlier.