The player from the United Kingdom had completed the wagering requirements for her £175 bonus but found that all her funds, over £1100, had been removed from her account. Despite contacting customer support, she received conflicting information about her money being “stuck” in a game. The player was asked to provide supporting evidence, including her game history, to allow further investigation. However, due to the player's lack of response and failure to provide the requested information, the complaint was closed for the moment without resolution. The player could reopen the complaint if she chose to resume communication.

