The player from Japan requested the unpaid reward of $2,500 for achieving a milestone. Despite complying with two KYC investigations, his bonus was blocked after initially being assured it was still valid. After fulfilling a significant portion of the wagering requirement, the player was informed that the active bonus was void. The issue was resolved after the casino acknowledged a mistake by their white label provider and credited the player's account with the missing amount. The player confirmed receipt of the funds, and the complaint was marked as resolved by the Complaints Team.
Igrač iz Japana je zatražio neisplaćenu nagradu od 2.500 dolara za postizanje prekretnice. Uprkos tome što je bio u skladu sa dve KIC istrage, njegov bonus je blokiran nakon što su mu prvobitno uverili da je još uvek važeći. Nakon što je ispunio značajan deo uslova za klađenje, igrač je obavešten da je aktivni bonus nevažeći. Problem je rešen nakon što je kazino priznao grešku svog dobavljača bele etikete i pripisao nalogu igrača nedostajući iznos. Igrač je potvrdio prijem sredstava, a žalba je označena kao rešena od strane tima za žalbe.
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