The player from Germany had requested account closure on June 12, 2024, after losing over €10,000, but the casino had ignored the request and offered a bonus instead. After losing an additional €20,000 in a month, the player reiterated the closure request on July 12, 2024, which was also ignored. The player had demanded the casino refund the losses totaling €22,823.19 due to a failure in player protection. The Complaints Team had closed the complaint as ‘unresolved’ due to the casino's lack of response. Subsequently, after further investigation, the case had been closed as rejected due to signs of evidence alteration and the regulator's decision in favor of the casino.