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I was promised a refund of 1000€ due to a ban on the sister casino. They said they had made the payment on the 13th of February, but I still have not received the money in my account.

Minulle luvattiin maksaa palautuksia 1000€ sillä pelikielto on ollut sisarkasinolle. He sanoivat maksaneen 13.2 mutta en ole saanut vieläkään rahoja tililleni.

Dear Imjjj,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely:

• Could you please clarify why were you supposed to receive a refund? What kind of ban do you mean?
• Do I understand correctly that the casino confirmed that the refund has already been issued?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Yes, the refund has already been granted and they say they paid on 13.2, but the money has not arrived

Kyllä hyvitys on jo myönnetty ja se sanovat että ovat maksaneet 13.2 mutta rahat eivät ole tulleet

Thank you for your reply, Imjjj. I’m very sorry but you haven’t answered all of my previous questions. Please check my first reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance.

Dear Imjjj,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.