The player from Germany had deposited 1030 euros in a casino, only to discover that Germany was a restricted country according to the casino's terms and conditions. The casino acknowledged the mistake in their response to his Trustpilot review, and he subsequently requested a refund. The Complaints Team explained that, according to their internal policy, they did not intervene in cases where funds had been lost during gameplay, even if the registration had come from a restricted country. The decision to refund any part of the deposits was left to the casino as a gesture of goodwill, and the team expressed regret for being unable to assist further.
Igrač iz Nemačke je položio 1030 evra u kazinu, samo da bi otkrio da je Nemačka zabranjena zemlja prema uslovima i odredbama kazina. Kazino je priznao grešku u svom odgovoru na njegovu recenziju Trustpilot, a on je naknadno zatražio povraćaj novca. Tim za žalbe je objasnio da, u skladu sa svojom internom politikom, nije intervenisao u slučajevima kada su sredstva izgubljena tokom igre, čak i ako je registracija došla iz ograničene zemlje. Odluka da se refundira bilo koji deo depozita prepuštena je kazinu kao gest dobre volje, a tim je izrazio žaljenje zbog nemogućnosti dalje pomoći.
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