Dreams Casino Review

The player from Texas, who is a verified, skilled player and VIP at the casino, has had a withdrawal request pending for two weeks. Despite previously receiving payouts within a week through crypto, this payout is delayed. The player has contacted support several times and is upset about the continuous delay. The complaint was rejected as the player stopped responding.

The player from the United States had trouble with withdrawal methods, including wire transfers, checks, and Bitcoin. Withdrawal processes and communication issues with customer services have led to a delay of over two months, and mixing funds led to withdrawal denial. We rejected the complaint because the player didn't respond to our messages and questions.

The player from Florida redeemed free spins, met the playthrough requirements, and requested a Bitcoin withdrawal. The request was denied and replaced with a 'Manager Withdrawal', and the player is unable to contact the support. The player had multiple accounts and redeemed multiple free chips without depositing therefore wehave rejected the complaint.

The player from the United States has requested a withdrawal three weeks prior to submitting this complaint. Unfortunately, winnings haven’t been received yet. After we contacted the casino, its representative promised to look into the matter to assist the player. In the next few days, the player informed about finally getting the payment, therefore we closed the complaint as resolved.

The player from the United States won $50 from free spins, completed the playthrough requirements, and passed all verifications. However, when requesting the withdrawal, they were informed that they would not receive the money due to redeeming too many consecutive free chips. We rejected the complaint because the player didn't respond to our messages and questions.

The player from the US requested a withdrawal less than two weeks prior to submitting this complaint. The payment hasn’t been processed yet. The complaint was rejected because the player didn't respond to our messages and questions.

The player from Russia had his account blocked without any explanation. The casino provided us with proofs that the player had multiple accounts in the casino, so we rejected the complaint as unjustified.

The player from Argentina accuses the casino of not crediting their 10,000 Argentine pesos deposit to their account. Despite providing video evidence, the casino refuses to acknowledge the issue and subsequently closes the user's account. We rejected the complaint because the player didn't respond to our messages and questions.

The player from South Africa is complaining about the lengthy verification process. The casino replied and stated that they had received the documents and that the player's account was now verified. The casino further asked for a payment method to use to process the player's withdrawal. The player provided this, and after some time, received their payment. Consequently, the complaint was closed as 'resolved'.

The player from the United States has requested several withdrawals three weeks prior to submitting this complaint. Unfortunately, winnings haven’t been received yet. It came to light that the player had made multiple chargebacks. As this is a direct breach of the casino's T&Cs, we were unable to assist any further and had no option but to reject this complaint.

The player from the US had her bonus winnings confiscated after playing a restricted game. She was dissatisfied with the overall casino experience. Unfortunately, during the resolution of the complaint, according to the information from the casino representative, the player played her balance down to zero. The player stopped responding to our messages and questions. The complaint was closed as 'rejected'.

The player from United States had been waiting for her withdrawal for over a month before she submitted the complaint. The casino representative informed us the payment was processed and sent to the player's Bitcoin wallet. Two weeks later, the player confirmed she received the payment. The complaint was closed as 'resolved'.

The player from United States has requested withdrawal a month ago. Unfortunately, the payment hasn’t been received yet. After some delays the player was able to receive her funds and the complaint is resolved.

The player from United States had requested a withdrawal six months before submitting the complaint. The payment has been pending since then. There were multiple unsuccessful attempts to resolve the issue, but unfortunately, nearly 4 months later, we were forced to reject the player's complaint because the player stopped responding to our messages and questions.

The player from United States had requested a Bitcoin withdrawal almost two months ago, unfortunately, it has been pending since. We’ve reopened this complaint as per the player’s request but then he stopped responding.

The player complained about having submitted the documents for account verification repeatedly but the casino never acknowledged their reception. The casino stayed unresponsive to mediation attempts as well. No further attempts since then.

The player, Ellen, was accused of having a duplicate account. She had totally forgotten having an account opened 9 years ago in a casino called Cirkus casino. The player found herself totally innocent in this. The customer support promised her a deposit refund, but she wasn't sure whether she would ever receive the money as she had already been waiting for a long time. The casino stated that Ellen would receive this refund, they just couldn't state when it would happen. The casino said the third party processing used in this case took longer and there was nothing they could do to speed up the process. There is no further information available.

This player’s inconvenience started because of her name change after getting married. The casino claimed the player had threatened to do chargebacks on her deposits, which was why her account was closed. We think this is a valid reason for an account closure. The casino offered to refund the player’s deposits, however, it took too long. We have no information whether the deposits have been refunded or not.

Daniel requested few withdrawals and sent in requested documents for verification and didn't receive any reply nor the money from the casino. This was his second attempt to withdraw his winnings. The casino's representative informed him via complaint that they were missing Daniel's preferred payment method, which he provided right away. Soon after he provided this information, the withdrawals started coming into his account one after another. That would have been a great thing if they weren't shortened, every single one of them. Daniel asked the representative via complaint why did it happened but didn't receive any explanation at all. There is no further information available.

The player from Washington had experienced an issue with a delayed $2000 payout. Despite having completed the necessary paperwork twice and having received approval for the payout, the player had not received their bitcoin withdrawal after 6 weeks and 15 days of waiting. After we had requested clarification from the casino and the player, the player confirmed receipt of their winnings. We had then marked the complaint as resolved.

The player from the US has been experiencing a delayed withdrawal approval since submitting a request in June 2023. They provided all necessary verification documents, and despite receiving approval, their withdrawal was later denied without explanation. The player resubmitted a withdrawal request and was seeking help in resolving the issue. We got in touch with the casino representative, and after he checked the issue internally, the player was informed about her withdrawal finally processed from the casino's side. After that, they confirmed receiving the money, so we closed the complaint as resolved.

The player from the US requested a withdrawal in April. It has not been processed yet. After our intervention, we were able to help the player to get their winnings. The player confirmed they received the funds in the end. The Player’s complaint has been resolved successfully

The player from Japan was struggling to complete her account verification. We contacted the casino and got the information that the player hadn't added a valid payment method when requesting for a withdrawal. The player shared her Bitcoin address so the casino representative was able to add this to her account. The winnings were finally paid out, so we closed the complaint as resolved.

The player from Texas has requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings haven’t been received yet. The player has confirmed receipt of the payment, so we closed this complaint as resolved.

The player from the United States has requested her first withdrawal almost one month prior to submitting this complaint. Unfortunately, winnings haven’t been received yet. After our intervention, we were able to help the player to get their winnings. The player confirmed they received the funds in the end. The Player’s complaint has been resolved successfully.

The player from Pennsylvania submitted a withdrawal request less than two weeks prior to contacting us. The casino informed us they paid the winnings and the player. The player confirmed he received the winnings.

The player from Switzerland has requested a withdrawal three weeks prior to submitting this complaint. Unfortunately, winnings haven’t been received yet. The player has confirmed that he has received the payment, so the complaint was resolved.

The player from United States had been waiting for their two withdrawals to be processed for more than three weeks before submitting the complaint. Four weeks later, the player informed us that the withdrawals had been processed and successfully received. Sťažnosť bola uzavretá ako „vyriešená“.

The player from Texas had used a code to get 60 free spins with a max cash out of $100 at Prism Casino. After fulfilling all the requirements, the player had been left with $100 but the casino only paid $50. They later claimed that they had the wrong rules in the system. We had contacted the casino for clarification and they acknowledged an error on their part. An additional payment was issued and the player confirmed receipt of the full $100. The player had also expressed dissatisfaction with the casino's decision to change their status to 'skilled player' after the issue was resolved. The complaint had been marked as 'resolved' by us.

The player from South Carolina had had two missing withdrawal requests dating back to 11/27/2023. Despite having constantly communicated with the casino for a month, she had always been told to check back in 48 hours but ultimately no resolution had been provided. After the player's complaint, we had advised her to wait for another week for the second payment as the casino might have applied weekly/monthly withdrawal limits. The player later confirmed that all her payments had been received. Consequently, we had marked the complaint as 'resolved' in our system.

The player from the United States is having trouble making a withdrawal. Despite being assured via live chat that there are no problems with the account, the funds keep being returned to the play account without any explanation or email notification from the casino. After our intervention, we were able to help the player to get their winnings. The player confirmed they received the funds in the end. The Player’s complaint has been resolved successfully.

The player from United States had been struggling to withdraw their winnings for three weeks before submitting the complaint. The complaint was resolved. The player received their winnings 2 months later.

The player from Texas won $4500 and capped at $2500 for withdrawal. Despite the withdrawal being approved and all verification requirements being met, the player was experiencing issues with finalizing the transaction. Later, the player confirmed that the withdrawal was successfully paid. The complaint is resolved.

The player from New York has been waiting for a withdrawal of $50 for two weeks. Despite contacting the casino several times and being assured the request was in the queue, the player's withdrawal request has not been processed. We got in touch with the casino representative and he promised to assist in the matter. A couple of days later, the player informed us that the winnings were received so the complaint was closed as resolved.

The player from the United States has requested a withdrawal more than one month prior to submitting this complaint. Unfortunately, winnings haven’t been received yet. Player’s complaint has been resolved successfully.

The player struggled to withdraw his balance as the casino is keep requesting new documents. After contacting the casino, we found out that the player's withdrawal has been finally approved and he successfully received the winnings so the complaint is marked as resolved.

The player from the United States had submitted a withdrawal request of $1000, which had been her first interaction with the online casino. Despite having provided all KYC documents and her Bitcoin wallet address, she hadn't received her winnings for over two weeks. The player had attempted to contact the casino multiple times through live chat and email, but to no avail. After submitting a complaint to the Complaints Team, we had contacted the casino on her behalf. The casino had responded, and the player was informed that her withdrawal had been approved. She had been told it would take an additional 7-10 days for the funds to be transferred to her Bitcoin wallet. Upon receiving her winnings, the player confirmed the successful resolution of her issue.

The player from California had been unable to withdraw his winnings of $2500 from the online casino. Despite having been a verified player and having made multiple attempts, his withdrawal request had been consistently denied. The player had faced similar issues with the casino's sister site in the past. Upon mediation by our Complaints Team, the casino had agreed to process the player's withdrawal via check. The player had confirmed the receipt of the check after a significant delay, marking the resolution of the issue.

The player from Texas had submitted a withdrawal request less than two weeks prior to contacting us. Winnings hadn't been obtained up until that day. After communicating with the casino, the player's withdrawal had been approved and a wire transfer had been initiated. However, the player had experienced delays in receiving the funds. We had advised the player to wait a few more days for the transaction to process. Eventually, the player confirmed that the funds had cleared in their account, resolving the issue.

The player from Texas had been unable to log into her Slots of Vegas account after she requested a withdrawal. After a series of exchanges, it had been revealed that her account was deactivated by the casino's security department. The player had used a deposit bonus to accumulate winnings, but due to the bonus being non-cashable, she wasn't eligible to withdraw the full amount. The casino had agreed to refund her initial deposit of $31. The player had confirmed receipt of the refund, which concluded the complaint. Throughout the process, we had mediated the communication between the player and the casino, facilitating a resolution to the issue.

The player from California had requested a withdrawal prior to submitting this complaint. Unfortunately, her winnings hadn't been received at that time. The player had provided all necessary information to the casino multiple times but hadn't received her withdrawal. Despite assurance from the casino for a specific date, the payment had been delayed further. After our intervention and communication with the casino, the player finally received her withdrawal. The issue had been resolved successfully and the complaint had been marked as 'resolved'.

The player from the US has been waiting for his winnings since November. After our intervention, we were able to help the player to get their winnings. The player confirmed they received the funds in the end. The Player’s complaint has been resolved successfully.

The player's withdrawal was delayed as the casino changed his payment method without any prior notice. The casino stated that the payment had been sent by check as this was the method used for previous withdrawals. However, the check was never received. After some time, the casino stated that they had canceled the payment by check due to the delays and would reissue the payment via Bitcoin. The player then received payment, although it seems some fees were applied without explanation. At this point, the player stated that they considered the matter to be resolved.

The player from the US is experiencing difficulties withdrawing her winnings. Her withdrawal requests have been declined. The casino arranged for a check to be issued to the player. The player confirmed it was received and the issue is resolved.

The player from the United States has requested a withdrawal ten days prior to submitting this complaint. Unfortunately, winnings haven’t been received yet. Player’s complaint has been resolved successfully.

The player from the US was trying to withdraw his winnings since February. The player was contacted by a responsible person representing the casino and was allowed to withdraw via Bitcoin. The complaint is resolved.

The player from United States has requested a withdrawal almost two months ago. It has been pending since. After some time after the complaint was submitted, the withdrawal was payed to the player and the issue is resolved.

The player from United States is experiencing difficulties withdrawing his funds due to limited availability of payment methods and ongoing verification. After communication he got paid his winnings through Bitcoin.

The player from United States was assured by the casino that the winnings have been sent to her account three weeks ago. Unfortunately, she has never received any funds. Player’s complaint has been resolved successfully.

The player from California had been waiting for a withdrawal approval since February 26th. He had used a $25 no-deposit chip. The player confirmed that the withdrawal had been canceled and the amount had been returned to his casino balance. After the Complaints Team's intervention and communication with the casino, the player confirmed that he had received his winnings. As a result, his complaint had been successfully resolved.

The player from the US had requested three withdrawals from an online casino two months prior but had not received the final payment. Despite having contacted the casino's customer service and having received assurances, the payment had still not been processed. The player had expressed dissatisfaction with the casino's responses and delay. We had intervened and communicated with the casino on behalf of the player. The casino then had arranged for the withdrawal to be disbursed as a physical check through a third-party payment provider. Following this, the player had confirmed receipt of the check, resolving the issue. We had thanked the player and the casino for their cooperation and had marked the complaint as resolved.

The player from Tennessee had been waiting nearly a month for a withdrawal to be processed at Casino. The casino had informed the player that they couldn't send a check due to it being an international transaction, which the player insisted wasn't true. The player had used a free chip to play and had to go through a playthrough of $4000 to receive real money. The casino had initially suggested a resolution through Bitcoin, however, the player had contested withdrawals within the account. After considerable back and forth, the casino had finally escalated the withdrawal for payment via Bitcoin. The player had confirmed receipt of the funds, effectively resolving the complaint.

The player from Alaska had waited for weeks for her withdrawal approval from an online casino. Despite multiple accelerations, the casino had seemed to be stalling. She had two approved withdrawals that hadn't been paid. After several interactions with the casino and reconfirming her information, the player had finally received her winnings. The player had expressed dissatisfaction with the casino's customer service and overall experience. The complaint had been marked as resolved by the Complaints Team.

The player from Virginia had encountered an issue with a delayed withdrawal from an online casino. The Complaints Team had advised her that withdrawals could take several days or even weeks to process, and that the delay might have been due to unfinished KYC verification or a high volume of withdrawal requests. The player had been advised to wait at least 14 days after requesting the withdrawal before submitting a complaint. The player later confirmed that her withdrawal had been approved and deposited. Consequently, the Complaints Team had marked the complaint as resolved.

The player from the United States has requested several withdrawals. Unfortunately, the payments seem to be delayed. Player stopped responding to our question therefore the complaint was rejected. The issue has been resolved successfully.

The player from the United States has requested a withdrawal. Unfortunately, the payment seems to be delayed. After our intervention, we were able to help the player to get their winnings. The player confirmed they received the funds in the end. The Player’s complaint has been resolved successfully.

The player from the United States had requested a withdrawal more than one month prior to submitting this complaint. He received the payment approximately 6 weeks after the withdrawal request was made. The complaint is resolved.

The player from the US was struggling to withdraw her winnings. The casino was paying the player in increments, but the processing of the payments on the casino's side was rather slow. More than two months after submitting the complaint, the player confirmed she had received all her winnings. The complaint was closed as 'Resolved'.

The player from the UK is experiencing difficulties withdrawing funds. Her withdrawal has been pending for a month. After some time, the player managed to receive the withdrawal and the case is solved.

The player from the US was trying to withdraw her winnings. She had to request multiple withdrawals over the course of 7 months before all her winnings were successfully transferred to her bank account. We closed the complaint as 'resolved' after the player received all her funds.

Deborah asked for a withdrawal, but she was informed that her bank is not supported. She created another bank account (which they suggested) and this bank was also not supported. After opening a third account, she is still waiting for her withdrawal. It has already been two months. This case was successfully resolved.

The player from the United States had reported a delay in her withdrawal of $479 winnings from an online casino. Despite having her withdrawal approved since March 14, 2024, and daily email communication, she had not received her winnings. Upon our request for more information, she had responded affirmatively but did not clarify which questions she was answering. We had extended the response time by 7 days, but the player did not provide further details. Consequently, we were unable to investigate the issue further and had to reject the complaint. Later, the player had informed us that her withdrawal issue had been resolved, and thus, we had marked the complaint as 'resolved'.

The player from the United States had experienced a delay in his withdrawal process at the online casino. Despite having withdrawn successfully before and having passed the KYC verification, his withdrawal had not been processed within the promised timeframe. The player had expressed dissatisfaction over the casino's handling of the situation. After our intervention and communication with the casino, the player confirmed that the withdrawal had been successfully completed. The casino also confirmed the successful transaction. We had marked the complaint as 'resolved' in our system.

The player from the US had had issues with delayed withdrawals at an online casino. After winning on slot games, he had attempted to cash out his winnings multiple times but had not received the funds. He had reached out to the casino's customer support but had not received a satisfactory response. He had had a pending withdrawal of $205 and another for $40. The player had contacted us for assistance, and we had gotten in touch with the casino. After some back-and-forth communication, the player's first withdrawal had been approved, and he had received the funds. However, the second withdrawal had faced delays, and after updating his Bitcoin address, it had also been approved. The player had then successfully received all his winnings. We had marked the complaint as resolved.

The player from California had submitted a withdrawal request less than two weeks before contacting us. Winnings hadn't been obtained up to that day. The player had verified his account and had been approved for withdrawal, but was experiencing delays. He compared the situation to other casinos where withdrawals were instant, expressing dissatisfaction. Eventually, the casino paid him $101.04 via Litecoin. Our team marked the complaint as 'resolved' following the player's confirmation of receiving his winnings.

The player from the US had cashed out $2,500 after playing a No Rules Bonus. On her second withdrawal request, her VIP3 status had been demoted to Depositor, and her withdrawal request was stuck on pending. Customer service had been unresponsive to her inquiries. We had requested more information from the player and contacted Ruby Slots Casino for clarification. The casino representative had assured the payment would be processed soon. Despite no communication from the casino about her demoted VIP status and delayed withdrawal, the player confirmed she had received her winnings. The issue was marked as 'resolved'.

The player who was based in California had waited for nearly a month for his winnings to be deposited into his account. The player had claimed to have completed the wagering requirements for a bonus and had been approved for a $100 withdrawal. However, the casino representative had stated that the player had not completed the necessary wagering. After several exchanges, the casino representative had escalated the withdrawal for express disbursal via Bitcoin. The player had confirmed receiving his winnings, and the complaint had been marked as resolved.

The player from Washington had had an issue with Ruby Slots Casino regarding a withdrawal that had been repeatedly denied. She had claimed to have complied with all the rules and conditions and had not accepted any additional bonuses or promotions. The casino had responded, saying that the player had not completed the necessary wagering requirements for the bonus she had used. After a series of back-and-forth communications, the player admitted that she still hadn't met the wagering requirements. The Complaints Team concluded that the issue was resolved as there was no breach on the casino's part, the casino restored her remaining balance (deposit + bonus funds), and the player was advised to either continue playing to try to meet the wagering requirements or ask the casino to cancel the bonus and refund the deposit.

The player from Illinois had requested a withdrawal in November via Bitcoin and, despite repeated interactions with support and several escalations, he hadn't received his funds. The player had made a successful withdrawal in the past and had passed the KYC verification. After two months and with our intervention, the player confirmed that Ruby Slots Casino had successfully processed his withdrawal. The issue was then marked as 'resolved' by us.

The player from Arizona had encountered an issue with his deposit of $50 for a crypto bonus at Ruby Slots Casino, which was not visible in his account. The casino had claimed that he had another account with a balance of $189, but he was unable to access this. Despite numerous emails and refund requests, his account had become inaccessible. The casino had found multiple accounts linked to the player, including one with the disputed deposit. The player had been advised to contact customer service to resolve the issue. After some time, the player managed to access his account through another platform CS and requested the closure of his complaint. We then marked the complaint as resolved.

The player from Georgia had experienced delays in her withdrawal process at an online casino due to address verification issues. She had been promised resolution and a callback but did not receive her payout or any contact from the casino. The casino's representative had explained that the delay was due to the withdrawal method she had used, suggesting an alternative for future transactions. The player disputed this, stating Bitcoin was the only available option at the time. Eventually, she confirmed the receipt of her winnings. We had facilitated the conversation between the player and the casino until the issue had been successfully resolved.

The player from the US is experiencing withdrawal difficulties at Ruby Slots Casino. After fulfilling the required playthroughs and making several withdrawal attempts, the player faced repeated denials with conflicting playthrough requirements from different Casino Support Representatives. The lack of transparency and shifting conditions have left the player frustrated.

The player from Connecticut had initially complained about a delayed withdrawal from an online casino. After extensive communication between the player, us, and the casino, it was discovered that the player's deposit had been denied by the issuing bank, and thus, his withdrawal request was also denied. The casino had clarified that the player's winnings were not withdrawable due to the failed deposit. The player confirmed this after checking with his bank and realizing that his deposit had never gone through. The issue had been resolved with the player's understanding and acceptance of the situation.

The player from Florida had requested a withdrawal less than two weeks prior to submitting his complaint. The payment hadn't been processed at that time. The player had been struggling with the account verification process and had found it difficult to reach Ruby Slots Casino's customer service. After the Complaints Team intervened, a casino representative had explained that the automated system did not accept the player's documents. The player then manually submitted the documents. The casino had also raised a concern about multiple accounts from the same household, which was resolved after the player clarified that his wife also had an account. The casino then verified the player's account and processed the withdrawal. The player had confirmed the receipt of his funds and the issue was resolved.

The player from Washington requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings haven’t been received yet. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.

The player was experiencing an unspecified issue with his bonus winnings. After the casino representative provided an explanation, the player accepted it as well as the casino's decision, so we consider the complaint resolved.

The player struggled to withdraw his balance as his request kept getting rejected. Several other withdrawal requests were also rejected for unspecified reasons. The player confirmed the successful withdrawal approximately 3 weeks after the casino representative was invited to the thread. The complaint is resolved.

The player from Canada is experiencing difficulties withdrawing his winnings due to ongoing verification. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.

The player from the United States has requested a withdrawal two weeks prior to submitting this complaint. Unfortunately, winnings haven’t been received yet. Player’s complaint has been resolved successfully.

The player from the US has requested a bitcoin withdrawal, but it has not been processed yet. A few days later the player shared an update with us - their winnings were finally paid out to them so we closed the complaint as resolved.

The player from US requested a withdrawal a week ago prior to submitting this complaint. It has been pending since. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.

The player from the United States has deposited money into a casino account but the funds seem to be lost. The casino admitted they made a mistake and credited the missing amount to the player's casino balance.

The player from the United States is experiencing difficulties withdrawing her winnings due to ongoing verification. The casino confirmed the current documents were sufficient and the player confirmed the withdrawal was successful.

The player's withdrawal was delayed due to long verification process. Shortly after submitting the complaint, the casino informed us that the player had successfully passed the verification. The player confirmed she had received her winnings one week later. The complaint was closed as 'resolved'.

The player from United States has requested a withdrawal eight weeks ago. It has been pending since. After 1 month of back and forth communication with the casino representative, the player was able to receive his funds and the complaint is resolved.

The player from Texas had been struggling to withdraw from Club Player for the past month. Despite trying multiple withdrawal methods, they all, for some reason, had failed. The casino had advised to cancel and try different methods, thereby resetting the withdrawal timeframe. The player had contacted the complaints team who had requested additional information and invited the casino to join the conversation. The casino confirmed that payment had been made in full via Bitcoin. The player confirmed the receipt of the payment and the issue had been successfully resolved.

The player from South Carolina has been struggling to receive his withdrawal for a month. Despite numerous visits to the casino and being repeatedly told to come back in 48 hours, payment has not been sent yet. The complaint was resolved as the player got paid out.

The player from Japan had faced withdrawal issues with Club Player Casino for three weeks. Despite having submitted all necessary documents in July 2023, the casino had repeatedly requested the same documents and failed to provide an update on the withdrawal status. The verification process had begun in October 2023, and the withdrawal request for $1000 via wire transfer was approved on January 1. The complaint was initially rejected due to a lack of response from the player but was reopened upon their request. Eventually, the player confirmed that the casino had paid them, leading us to mark the complaint as 'resolved'.