The player from Finland had requested the closure of her account, which she initiated on March 11 due to a gambling problem. Despite her requests for account closure and a refund of her winnings, the casino did not respond adequately. The Complaints Team facilitated account closure with the casino support team and confirmed that no deposits were found on her original account that could be refunded. It was suggested that deposits may have been made to a player's second account, which had been terminated in line with Terms & Conditions regarding multiple accounts. Consequently, the complaint was rejected as there were no grounds for a refund. Later on, the player contacted live chat support and the casino was able to locate the original account as well as the deposits claimed, and after re-opening of the complaint the refund was issued in full. Complaint status has been therefore changed to resolved.
Igračica iz Finske je zatražila zatvaranje svog naloga, što je pokrenula 11. marta zbog problema sa kockanjem. Uprkos njenim zahtevima za zatvaranje naloga i povraćaj dobitaka, kazino nije adekvatno odgovorio. Tim za žalbe je olakšao zatvaranje naloga sa timom za podršku kazina i potvrdio da na njenom originalnom nalogu nisu pronađeni depoziti koji bi mogli biti vraćeni. Sugerisano je da su depoziti možda uplaćeni na drugi nalog igračice, koji je ukinut u skladu sa Uslovima i odredbama u vezi sa višestrukim nalozima. Shodno tome, žalba je odbijena jer nije bilo osnova za povraćaj novca. Kasnije je igračica kontaktirala podršku putem ćaskanja uživo i kazino je uspeo da pronađe originalni nalog, kao i depozite koji su zatraženi, a nakon ponovnog otvaranja žalbe, povraćaj novca je izvršen u celosti. Status žalbe je stoga promenjen u rešeno.