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The player from the United Kingdom deposited over 25,000 without proper checks, despite the casino's policy for account holds at 5,000. After requesting permanent account closure due to significant losses, the account was quickly reopened, leading to further losses. They sought a refund for all deposits over 5,000 due to negligence and a lack of response to their complaints. The Complaints Team reviewed the case but concluded that the complaint could not be upheld due to insufficient evidence, as the documentation provided did not clearly confirm a formal self-exclusion request. Consequently, the complaint was closed as rejected.