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After a thorough review of the case and discussions with the casino, it had been determined that the player’s bonus funds were confiscated in error. The casino had restored the bonus funds to the player’s account. We had kept the complaint open and continued to mediate between the player and the casino.
Magnus won SEK31,000, completed the wagering requirements, got his account verified and requested a withdrawal. On the following day, he was denied of his winning due to broken bonus terms and conditions. Magnus knew he didn’t make a mistake and requested to communicate with someone else then his ex-partner, Sandra, who happened to work for the casino.
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High-rollers can deposit larger amounts using bank transfers or cryptocurrencies. An initiative we launched with the goal to create a global self-exclusion system, which will allow vulnerable players to block their access to all online gambling opportunities. The player from Japan is experiencing difficulties withdrawing his funds.
