The player from Japan had used the welcome bonus and met the wagering requirements. However, when he tried to withdraw funds, the casino had confiscated the entire amount, citing a violation of terms of use, which he denied. The player had insisted that he did not breach any maximum bet rule while completing the bonus wagering. Upon request, he had provided his game history and other relevant details. We had reached out to the casino multiple times for clarification but received no response. Despite our efforts, the issue had remained unresolved due to the casino's lack of cooperation. We had advised the player to contact the Curaçao Antillephone N.V. for further assistance. The complaint was reopened at the request of the casino. It was determined that the player's winnings were confiscated due to rules that we consider to be against our fair gambling policies. As the casino would not reconsider its decision, the complaint was eventually closed as unresolved.
Igrač iz Japana je iskoristio bonus dobrodošlice i ispunio uslove za klađenje. Međutim, kada je pokušao da podigne sredstva, kazino mu je zaplenio ceo iznos, navodeći kršenje uslova korišćenja, što je on negirao. Igrač je insistirao da nije prekršio nijedno pravilo maksimalne opklade dok je dovršavao klađenje na bonus. Na zahtev, dao je svoju istoriju igre i druge relevantne detalje. Više puta smo kontaktirali kazino za pojašnjenje, ali nismo dobili odgovor. Uprkos našim naporima, pitanje je ostalo nerešeno zbog nedostatka saradnje kazina. Savetovali smo igrača da kontaktira Curacao Antilephone NV za dalju pomoć. Žalba je ponovo otvorena na zahtev kazina. Utvrđeno je da su dobici igrača konfiskovani zbog pravila za koja smatramo da su protiv naše politike poštenog kockanja. Pošto kazino nije hteo da preispita svoju odluku, žalba je na kraju zatvorena kao nerešena.
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