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He received immediate reflection for a smaller transfer of 1,000 yen. The Complaints Team facilitated communication with the casino and confirmed that the issue stemmed from complications with the payment provider. Ultimately, the player received the refund after more than ten days. The complaint was considered resolved following the player’s confirmation of the refund. The player from Japan deposited 300 euros and claimed a welcome bonus, following all terms and conditions.
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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. Johanna took over the case, but that didn’t change the casino’s mind and they started their investigation.
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