Gohog Casino Review

The player from Germany had won €200 in a Pragmatic daily tournament, but the winnings had not been credited to her gaming account after 7 days. Live Support claimed it was Pragmatic's responsibility, while Pragmatic stated that the casino had to address the player's concerns. Despite several attempts to resolve the issue via email, there had been no feedback. After 23 days of communication and investigation, the casino credited her account with the winnings and the issue was ultimately resolved.

The player from Germany expressed frustration over the lack of response from Lucky Circus Casino regarding her account closure request. After losing several thousand euros, she attempted to close her account but faced difficulties through the contact form and live chat, leading to further deposits despite her intention to stop playing. The issue was resolved with her account being permanently closed on October 22nd, following a self-exclusion request made on October 8th. Although the account closure was confirmed, the player noted ongoing concerns about the casino's support and player protection measures.

The player from Germany had successfully completed the wagering of a 50% bonus but found that her balance had dropped unexpectedly from €4150 to €1450 due to a claimed maximum payout limit of €1000, which had not been stated in the bonus conditions. Despite the casino admitting to a mistake in a live chat, she had not received her funds. The Complaints Team had reached out to the casino for clarification on the maximum win limit, but no response was received despite multiple follow-ups. The complaint had been marked as 'unresolved,' and the player was advised to contact the Curaçao/Antillephone Gaming Authority for further assistance. Eventually, after further intervention, the player confirmed that the casino acknowledged the error and she received the full amount, leading to the complaint being marked as resolved.

The player from Germany had made a €25 deposit using a promotional code at Betandplay, but the amount had not been credited to his player account or refunded despite being debited from his bank account. It had been 7 days since the deposit, and his repeated attempts to contact support had gone unanswered. After he provided the necessary documentation and engaged in communication with the casino, they credited the €25 to his account as a goodwill gesture. The player expressed satisfaction with the resolution, and the complaint was marked as resolved by the Complaints Team.

The player from New Zealand had attempted to withdraw winnings from BetandPlay 11 times in the 48 hours prior, but all withdrawals were canceled despite being fully verified. The player received various excuses from the casino regarding the cancellations, which led to a lack of trust in receiving the winnings. The issue was resolved when the player confirmed that the final withdrawal request made on the 5th was successfully processed on the 6th after multiple failed attempts. The complaint was marked as 'resolved' in the system.

The player from Germany faced issues with their withdrawal not being processed despite being fully verified and a long-term member. After multiple inquiries, they only received responses asking for patience, with the status stuck on 'progress' for hours. The payout was successfully processed one day later, resolving the issue.

The player from Finland had requested account closure due to problem gambling on August 2nd, but the casino did not respond, and she continued to play, spending 615 euros. She demanded a refund since the casino had not followed the protocols for account closure. The issue was resolved when the player submitted the necessary verification documents, which led to the casino initiating a refund of 300 euros. Although she had initially sought 400 euros, she accepted the compromise of 300 euros, and the case was marked as resolved.

The player from Germany, with a fully verified account, faced an unprocessed withdrawal of 4800 Euros. The casino cited waiting for a response from the game provider as the reason, but previous withdrawals had no issues. She sought assistance because the casino was not paying out. The issue was resolved after the casino processed the withdrawal following the player's complaint. We marked the complaint as resolved and offered further assistance if needed.

The player from New Zealand noticed discrepancies in deposits made in February 2024, with $3,450 debited from her bank account but only $3,250 credited to her casino account. Despite providing the requested bank statements and transaction details, the player did not receive a response after a week. The Complaints Team successfully facilitated communication between the player and the casino, resulting in the casino confirming the missing deposits and crediting the funds to the player's account. The complaint was marked as resolved.

The player from Austria faced repeated cancellations of their withdrawal attempts despite having received a previous payout via MasterCard. The casino claimed the issue lay with the card and kept asking for additional verification. We explained that payment methods could be discontinued or restricted due to various external factors and inquired about alternative withdrawal methods and previous account verification. The player confirmed the issue was resolved.

The player from Germany had had an issue with withdrawing his €400 winnings since the casino had requested detailed proof of deposit via Apple Pay, which he couldn't provide. The winnings hadn't originated from this deposit but through Giropay. After much back and forth, the issue had been resolved and the player had confirmed that the money had been paid out. Consequently, we had marked the complaint as 'resolved' in our system.

The player from Germany had faced difficulties with the verification process at Betandplay Casino. His chosen deposit method, a virtual prepaid credit card from Skrill, had been continually rejected despite his attempts to provide the necessary documents. After multiple attempts, the casino finally accepted his documentation. Consequently, the verification process had been completed and the player successfully received his money on his credit card. This complaint was successfully resolved.

The player from Germany had attempted to withdraw his winnings multiple times via both a credit card and a bank account, but each attempt had been cancelled by the casino. After a series of interactions with the casino and the Complaints Team, the casino finally paid out on the fifth attempt. The player had confirmed the receipt of the payment, and the Complaints Team had marked the complaint as resolved.

The player from Germany was accused of breaching the maximum allowed bet. Since the max bet rule was only breached once by accident and the player didn't win anything with this bet, the casino decided to grant the player their winnings. The issue was successfully resolved.

The player from Germany faced delays in verifying his account as the casino requested a bank statement for a deposit made via Skrill, despite him providing all necessary information. This repeated request hindered the verification process. The issue was resolved after the player confirmed that the payment had been processed successfully, leading to the complaint being marked as 'resolved' in the system.

The player from Germany won €2500 at Platincasino but faced repeated declines for withdrawing smaller amounts. After submitting all required documents for verification, including an approved bank statement, his withdrawal was still declined due to alleged issues with the bank statement. The issue was resolved after he resubmitted the bank statement, leading to a successful withdrawal request to the correct Visa card. The player confirmed receipt of the payment, and the complaint was marked as resolved.

The player from Germany faced issues withdrawing €800 from Platincasino after they canceled his withdrawal request and asked for additional documentation, which he submitted. Despite reaching out to chat support and sending emails, he received no response. The issue was resolved when the player received his payout shortly after submitting the complaint. The complaint was marked as 'resolved' in the system.

The player from Germany faced ongoing issues with withdrawing funds from her active account at Platincasino, having waited two weeks for a withdrawal that was repeatedly rejected. Despite sending the required documents six times, support remained unresponsive and continued to request additional verification. Eventually, the issue was resolved, and she confirmed that she had received her funds. The complaint was marked as 'resolved' in the system.

The player from Spain faced a significant issue with Platin Casino regarding a pending withdrawal of €950 since December 25. The player confirmed that the payout had been received, marking the complaint as resolved. The player was advised to reach out for assistance with any future issues.

The player from Germany had won 1100 Euros on October 8, 2024, but his withdrawal was currently withheld due to a missing transaction receipt. Despite sending bank statements as proof, the casino continued to claim that the funds had been sent back to him, which he had not received. After intervention from the Complaints Team, the casino restored the player's balance as a gesture of goodwill, and the funds were rebooked to the player's account. The player successfully requested a payout to his verified account, which was subsequently credited. The issue was now resolved.

The player from Austria had been a long-time user of Platincasino but faced refusal to withdraw winnings despite submitting the required KYC data. They experienced issues with the processing and cancellation of their KYC submissions. The player's recent withdrawal request was confirmed to have been successfully processed, resolving the issue. The Complaints Team marked the case as resolved and appreciated the player's cooperation.

The player from Germany had won 20,000€ but could not withdraw the winnings as there had been no progress since the withdrawal attempt at 8:37 AM. Additionally, he was unable to communicate with customer support. The issue was resolved when the player confirmed receiving his payout after the Complaints Team intervened. He was informed about the standard withdrawal processing time, which contributed to clarifying the situation.

The player from Germany faced multiple declined withdrawal requests despite having provided a bank statement dated 11/5/24, which was the earliest available. The casino had previously instructed her to use the same withdrawal method as her deposit, which was also rejected. She requested assistance in filing a complaint. The issue was resolved with the player successfully receiving the payout after ongoing communication and assistance from the Complaints Team. The complaint was marked as 'resolved' in the system.

The player from Germany had made a deposit to Platincasino on November 15, 2024, but did not receive the funds, despite them being debited from her account. After contacting the payment provider, she learned that the payment had been processed, but Platincasino had not responded adequately to her inquiries. The issue was resolved when the casino paid her the missing money. The complaint was marked as 'resolved' by the Complaints Team.

The player from Canada faced ongoing issues with unsuccessful withdrawal requests for the past two weeks, despite having a verified account. All attempts at different withdrawal methods and amounts were declined, and communication with support was unresponsive or generic. The issue was resolved after the player provided the necessary communication and withdrawal history to the Complaints Team. As a result, the complaint was marked as 'resolved' in the system.

The player from Germany had deposited 444 XRP into Platin Casino on November 4th, but the transaction remained incomplete while others had been processed successfully. Despite multiple inquiries to the VIP team and chat support, there had been no response, leading the player to demand the return of her funds. After an investigation, it was confirmed that the deposit was credited as playable funds on January 8, 2025, and a bonus was offered as a goodwill gesture. The player later reported winning with the bonus and expressed satisfaction, allowing the complaint to be marked as resolved.

The player from Sweden faced issues withdrawing funds from Platincasino despite having approved KYC documents and making multiple withdrawal requests to different bank accounts. All withdrawal attempts, made since October 13th, 2024, were rejected without clear communication from the casino. The situation was resolved after the casino agreed to a manual transfer, and the player confirmed that the funds had arrived in his account. The complaint was marked as resolved by the Complaints Team, who expressed gratitude for the player's cooperation.

The player from Germany requested assistance with a pending withdrawal of €4538 after winning, as her initial withdrawal had been canceled and she faced delays in document verification. Despite submitting the necessary documentation, including a paper statement from the bank, she did not receive a satisfactory response from customer service, and the VIP team advised her to be patient. The issue was resolved as the casino paid out the winnings.

The player from Germany had requested a withdrawal one month ago after a prolonged verification process and had received approval for the withdrawal. However, the casino had since stopped responding to messages or emails, and the funds had not been paid out. The Complaints Team intervened by facilitating communication between the player and the casino, which led to the confirmation of the payout. The player had since received the funds, and the issue was marked as resolved.

The player from Germany had requested a withdrawal less than two weeks before submitting this complaint. Their money had not been received yet. The issue was resolved as the player confirmed that the payout had finally been received. The Complaints Team marked the complaint as 'resolved' and expressed willingness to assist with future challenges.

The player from Spain faced repeated cancellations of their €900 withdrawal, despite having sent the requested documents for verification. The casino continued to ask for a screenshot of their Apple Pay account, which was not possible due to confidentiality issues, and had recently reverted to requesting the same documents that had been previously provided, causing frustration. The issue was resolved when the player successfully verified their account and received the approved withdrawal after multiple attempts. The Complaints Team marked the complaint as resolved following the confirmation of the funds being received.

The player from Sweden had a closed account after attempting to withdraw winnings of 1810 Euro, following successful document submission except for a selfie. Despite not using bonuses, the account was disabled without any communication from support. The issue was resolved after intervention from the Complaints Team, which led to the player successfully receiving his funds via a crypto wallet after initial withdrawal attempts were canceled due to payment method restrictions. The case was marked as 'resolved'.

The player from Ireland had been waiting for a withdrawal of 3,000€ from PlatinCasino for two months without receiving a reply to multiple emails. Despite being informed that the withdrawal had been processed, the funds had not arrived in her Skrill account, and her communications with the casino remained unanswered. The issue was resolved after the player provided the necessary documentation, and the casino confirmed a human error regarding the balance. The player successfully received the full amount of her winnings, and the complaint was marked as resolved.

The player from Austria had a blocked account containing 2500 euros, which prevented him from making a withdrawal. He had not received any responses from customer support for weeks. The issue was resolved after the casino confirmed that the account was active and the payout had been processed. The player received his winnings after clarifying the need for an authorization code, which he found in his Authenticator app. The complaint was marked as resolved.

The player from Germany had requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings had not been received yet. The player faced repeated cancellations of his withdrawal requests and difficulties in communication with the casino regarding document verification. After submitting the necessary documents and requesting a payout via Dogecoin, the player finally received the funds. The issue was resolved, and the complaint was marked as closed.

The player from Sweden had requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings had not been received yet. The player experienced repeated cancellations of their €500 withdrawal due to an issue with the address provided. After several attempts and communication with the casino, the withdrawal was eventually accepted, and the winnings were credited to the player’s account. The complaint was marked as resolved.

The player from Germany struggled with repeated withdrawal rejections at Platincasino, with no explanation provided despite several emails inquiring about the issue. She had been an active member for years and sought assistance in resolving the matter. The Complaints Team intervened by contacting the casino for clarification, which revealed that the player needed to provide proof of her deposit for account verification. After submitting the required documentation, she successfully received her winnings, leading to the resolution of the complaint.

The player from Austria had requested a withdrawal of 170 euros from his winnings but faced three declined attempts despite verification. The casino support was unresponsive to emails or messages. The issue was resolved as the player confirmed that the money was finally paid out. The complaint was marked as 'resolved' by the Complaints Team.

The player from Alberta had requested a withdrawal prior to submitting the complaint. Unfortunately, their winnings had not been received yet. The player faced multiple cancellations of their withdrawal requests without clear explanations, despite being fully verified and providing the necessary documents. After intervention, the issue was resolved, and the player received their payment via mfinity. The Complaints Team marked the complaint as resolved following the confirmation of the payout.

The player from Norway had won 2,000 euros at PlatinCasino and completed the required verification. However, her account was closed without notice, and after a video call to unblock it, she still received no response regarding her withdrawal despite waiting three weeks. The issue was resolved when the casino confirmed that the funds had been sent to the provided cryptocurrency address, and the player subsequently confirmed receipt of the money. The complaint was marked as 'resolved' in the system.

The player from Germany had deposited €80 and won €400, but her withdrawal was repeatedly canceled with excuses about processing delays. After multiple communications and document submissions, the casino confirmed that her bank statement had been received and approved, leading to her payment being processed. The issue was marked as resolved, although the player expressed frustration with the casino's lack of communication. The Complaints Team appreciated her cooperation and offered assistance for any future issues.

The player from Finland faced issues with the casino that had locked his account, preventing the upload of verification documents. Despite a request for a Skype call, the casino did not follow up, and they had asked for a 3-month bank statement for verification. After communication with the Complaints Team, the player confirmed that he received his winnings, and the issue had been successfully resolved. The Complaints Team marked the complaint as 'resolved' in their system.

The player from Germany had won €40 using free spins but faced issues withdrawing €270 after the amount was unexpectedly canceled and labeled as withdrawn. Despite adhering to withdrawal limits, subsequent attempts to cash out were canceled without explanation. After the player provided communication regarding the delay and repeated verification requests from the casino, the issue was resolved, and the payout was made after 12 days. The complaint was marked as 'resolved' in the system.

The player from Germany reported that her withdrawal had been pending since July 29, 2024, despite having completed all bonus requirements. As a loyal customer for years, she expressed frustration with the lack of progress and continuous "in review" responses from the casino. After multiple cancellations and requests for additional documentation, her payout was successfully processed. The complaint was marked as resolved by the Complaints Team following her receipt of the winnings.

The player from North Rhine-Westphalia had been waiting 78 hours for a withdrawal from Platincasino, with no response to emails or messages. The live chat had also been unavailable, preventing him from receiving his winnings. After confirming that his account was fully verified, he reported that the casino was delaying the payout without valid reasons. The issue was resolved, and the payment finally reached him.

The player from Germany had won €2970 at Platincasino but discovered her account was deactivated when she attempted to check on her withdrawal status. She received no communication or explanation from the casino and sought an explanation and payout of her winnings. The Complaints Team facilitated communication between the player and the casino, which led to the casino confirming that the player's account was on "freeze" status, allowing her to log in and proceed with her withdrawal. Ultimately, the player received her payout, and the complaint was marked as resolved.

The player from Austria had deposited 500€ four days prior, but the funds had not been credited. Despite contacting live chat daily, he was told that the issue had been forwarded to the finance department with no response. After extensive communication, it was confirmed that a missing deposit of 488€ was eventually added to his account. We had facilitated the resolution by maintaining contact with the casino and ensuring the player was informed about the status of his funds. The complaint was marked as resolved.

The player from Germany had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout hadn't been received yet. The player's complaint was resolved when the money was received. We marked the complaint as resolved and thanked the player for their patience and cooperation.

The player from Germany had their account suddenly closed without any explanation or reason provided. The player confirmed that the issue was resolved and the account was reopened. The complaint was marked as resolved by us.

The player from Germany had been waiting almost 2 months for a €4315 payout. The casino had suggested different payout methods but eventually stopped responding entirely. The player had agreed to use the same method as the deposit (Jeton eWallet) but hadn't received any further communication and had no access to their account. The Complaints Team kept the complaint open while awaiting further updates from the player. Eventually, the player received the full amount via bank transfer and confirmed the resolution. The complaint was marked as resolved.

The player from Sweden had requested Platincasino to permanently block her account in 2019 due to gambling issues, but they reopened it without follow-up questions upon her recent request, leading to significant losses. She then requested a refund of her deposits and for her account to be permanently closed again. The Complaints Team facilitated communication between the player and Platincasino, ensuring the casino processed the refund to an alternative bank account after initial issues with Revolut. The refund was successfully received, and the account was permanently closed.

The player from Spain had had an issue with Platincasino, who had refused to pay her winnings due to the need for verification of an expired card she no longer had. Despite having verified her bank account, PayPal, and current card, the casino had insisted on verifying the old card. After some communication, the casino had accepted proof of the last deposit with the card, and she had been waiting for her withdrawal. The issue had been successfully resolved by the Complaints Team.

The player from Spain had been trying to withdraw funds for 5 days but the online casino had cancelled it without providing a reason. The player also reported that they were not receiving responses to their chat questions. After the player's communication with the casino, it was discovered that the casino had asked for additional verification for another card used for the last deposit. The player had 16 withdrawals pending across three verified withdrawal methods. The casino contacted the player and he was able to withdraw his funds successfully. We had marked this case as 'resolved'.

The player from Germany had deposited funds via BNB (Binance) cryptocurrency to Platincasino, but the casino had denied receiving the deposit. The player had waited for 35 days and was unsure of the next steps. We had asked for additional details about the deposit method and then reached out to the casino for their response. The casino had requested a screenshot as proof of the deducted amount. After the casino's request, the player had confirmed that the issue was resolved and the problem with Platincasino was settled. We then marked the complaint as 'resolved'.

The player from Rhineland-Palatinate had experienced difficulties verifying her Skrill deposit at Platin casino. After she submitted various documents, including a screenshot of the card and bank statement, the casino had kept requesting more information, which caused frustration for the player. However, despite the casino initially rejecting her documents, the issue had eventually been resolved after the player consulted the support team. Consequently, her payout had been processed successfully.

The player from Malta had applied for withdrawal from Platincasino two weeks prior and despite attempts with multiple payment methods and daily contact with customer service, their withdrawal requests kept getting cancelled without clear reasons. The player had been asked to try different withdrawal methods, but all requests were cancelled. The player's account was KYC verified. After struggling with the issue for 3.5 weeks, the player found a solution. The player had successfully withdrawn their winnings using Skrill or Crypto, advising other players to use the same methods due to the casino's strict withdrawal policy. The issue had been successfully resolved and the complaint was closed.

The player from Germany had passed the verification process, but had trouble with his withdrawal request at Platincasino. He had submitted all required documents, but the casino continued to delay his €2,800 payout. After a series of exchanges with our Complaints Team, the player confirmed that Platincasino had finally paid out his winnings. We had then marked the complaint as 'resolved'.

A Finnish player had reported that his account was unexpectedly closed after he attempted to withdraw his €2309.23 winnings. The casino had stated that the closure of the account was due to missing verification documents and an incomplete phone verification. The player and the casino had attempted to schedule a Skype call for verification, but communication issues had resulted in the call not taking place. Eventually, the casino agreed to pay an unspecified amount to the player. The player confirmed that he had received the disputed amount in his account, resolving the issue.

The player from Germany had reported an issue where, after using a bonus and winning 10,000 Euros, his withdrawal was cancelled, winnings were capped, and 7,500 Euros were deducted from his account. The casino had claimed that the bonus rules applied even after wagering was completed, but could not provide the relevant Terms and Conditions. The Complaints Team had communicated with both the player and the casino, and the casino had offered a compensation of 1,000 Euros, which the player had refused. After further discussion, the casino had presented another offer, which the player had accepted, and his winnings were paid out. The Complaints Team then marked the complaint as 'resolved'.

The player from Finland, who had self-excluded in 2020 due to gambling issues, reported that her reopened account had led to an €800 loss, despite never having requested a reopening. She had reported poor communication with the casino, with persistent issues in reaching customer service. The player had claimed that she sent an email requesting the closure of her account on November 6, 2023, but the casino denied having received any such email. After a thorough review and several exchanges between the player, the casino, and the Complaints Team, the casino had decided to refund the player's losses. The player had confirmed receipt of the refund, and the issue had been resolved.

The player from Germany deposited 100€ into their PlatinCasino account via NodaPay, but only half of the amount has been credited. The other 50€ is still missing. The complaint was resolved as the player's missing money got credited.

The player from Kuwait had a deposit of 350 CAD, which was rejected, but the money was still deducted from his credit card. The casino claimed the payment would be back, but it did not happen for a long time. Although the casino claimed that the payment provider rejected the payment, the disputed funds were credited to his casino account balance, and the account was reopened. However, it turned out that the user's account should have been self-excluded and the account was reopened by human error. While the account was accessible and active, the player managed to make deposits of a higher amount to it. The casino confirmed that all deposits made during this period would be returned to the complainant. The player later informed us that all deposits were successfully refunded. The complaint is resolved.

The player from Switzerland had used a Paysafe Voucher to deposit and struggled to withdraw a balance of 137.27€. Despite having provided screenshots and transaction evidence, the casino had repeatedly requested Paysafe account deposit confirmation, which the player didn't possess. After several communications with the casino, the player had managed to withdraw an amount less than the initial balance. They had agreed with the casino to make future deposits via Mifinity to avoid similar issues. The Complaints Team marked the issue as resolved after the player confirmed resolution.

The player from Austria had experienced account closure due to accusations of being underage, despite having provided verification. This had impeded his ability to withdraw his winnings. The player clarified that he had opened the account when he was underage but didn't deposit or play until he was of legal age. The casino confirmed that the player had been underage at the time of registration but was of legal age when he deposited and won. Despite the player's arguments, the casino insisted that the registration itself had been a breach of their terms and conditions. We suggested that since the player hadn't played or deposited while underage, he should receive a refund of his deposits. The casino agreed and refunded the player's total deposits. The complaint was resolved when the player confirmed receiving the refund even though he played the funds down to zero.

The player from Spain has issues with withdrawing winnings at Platincasino ES. After verifying their account with a selfie and ID, the account remains blocked and customer service provides ambiguous responses without any explanation. The issue has been resolved successfully.

The player from Spain is experiencing difficulties withdrawing his winnings due to ongoing verification of the payment method. We closed the complaint because the player confirmed the issue was resolved.

The player from Germany has deposited funds into casino account just to find out that the slots are not available. Now he’s experiencing difficulties requesting a refund. Player’s complaint has been resolved successfully.

The player from Ireland requested a withdrawal less than two weeks prior to submitting this complaint. Their money hasn’t been received yet. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.

The player from Germany deposited money in his casino account but the funds seemed to be lost. The issue was eventually resolved as the casino located the failed transaction and added the funds to the player's account.

The player's deposit did not arrive in his casino account for an unknown reason. After some time, the casino responded and stated that they were investigating the case. Shortly after this, the player's deposit was credited to their account and the complaint was resolved.

The player from Germany has tried to self-exclude from the casino. Unfortunately, even if the account has been suspended initially, the player was able to reopen it a few months later. The case was resolved, and the player got a refund.

The player from Berlin has been waiting for a withdrawal for less than two weeks. Unfortunately, their payout hasn’t been received yet. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.

The player from Hamburg has been waiting for a withdrawal for less than two weeks. Unfortunately, their payout hasn’t been received yet. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.

The Canadian player had trouble collecting winnings due to ongoing payment verification. The complaint was initially rejected because the player lost the disputed funds and decided to close the account. After receiving information from the casino, the complaint was reopened. The player was re-credited with the disputed amount, despite the fact that the balance was reduced. The player has successfully withdrawn funds. The complaint is resolved.

The player from Germany has won a voucher two months ago, unfortunately, it has not been received yet. With the help of the casino, the problem was found and the issue resolved. The player received his voucher.