HeySpin Casino Review

The player from the Czech Republic had requested a withdrawal four weeks ago after successfully passing verification. Despite multiple inquiries via email and live chat, the casino had not processed the withdrawal and it had remained in pending status. The player had confirmed that he had used a match bonus, but there was no bonus money left in his account. After our team had intervened and communicated with the casino, the casino had informed the player that his withdrawal had been successfully processed and paid. The player had later confirmed receipt of his funds, and the issue had been resolved.

The player from Quebec had requested a withdrawal prior to submitting his complaint. Unfortunately, his winnings hadn't been received at that time. After communicating with the Complaints Team, the player confirmed that the casino had made the first payment and he had planned to continue withdrawing. He also clarified that his win was made without a bonus. The player later confirmed that all his winnings had now been paid. The issue was successfully resolved with the casino having paid out the player's winnings in full.

The player from the Netherlands had had an issue with a delayed withdrawal from Bruno Casino. It had been his first withdrawal, and he hadn't used a bonus to accumulate his winnings. Despite having reached out to the casino's support, he had seen no progress for nearly three weeks. After the player had submitted a complaint to us, we contacted the casino on his behalf. Bruno Casino had claimed that the withdrawal had been processed. The player had confirmed the receipt of his funds, successfully resolving the issue.

The player from Germany deposited money into the casino, which was deducted from their account but not credited into the casino account. The complaint was resolved as the player's deposit got credited.

The player from Germany received a VIP deposit bonus, but after wagering and earning 250€, his balance was wrongfully reduced to 50€. The casino admitted to an error in crediting the incorrect free spins and offered more spins instead of returning the lost 200€. The issue has been resolved successfully.

The player from Germany deposited €48 into their Bruno Casino account via Binace Pay. The amount was debited from their Binace account, but it has not been credited to their Bruno Casino account. The issue has been resolved successfully.

The player from the Netherlands 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 later informed us that the withdrawal was processed, therefore we marked the complaint as resolved.

The player from Germany was experiencing difficulties obtaining her tournament winnings. According to the casino's terms, the prizes should be awarded automatically each week at the end of the tournament. In this case, the condition was not met, the player received her winnings later, approximately 1.5 weeks after the right to the winnings arose (4 days after the submitting the complaint). The complaint is resolved.

The player from Denmark is questioning the number of personal documents which are required for the KYC verification. After specifying what was the issue with the verification, the player eventually received her winnings and the complaint is resolved.

The player from Ireland had his account at Octocasino closed after he wagered a bonus and won €2433. The withdrawal had been canceled for unclear reasons. The player had been using the casino for about a week before his account was closed. He had previously made a successful withdrawal after his account had been verified. The player had made another deposit while his withdrawal was pending, as he had a bonus that was due to expire. The casino did not provide a reason for the account closure and ignored the player's follow-up queries. After the Complaints Team had intervened, the casino had requested additional documents from the player for verification. Upon receiving the documents, the casino had processed the player's refund. The player had confirmed receipt of the funds, leading to the successful resolution of the complaint.

The player from Canada had his account with Octocasino closed simultaneously with other accounts. He had lost his $600 deposit and hadn't been able to contact the casino regarding this. Upon receiving a complaint, we had facilitated communication between the player and the casino. The casino had confirmed that the refund process was initiated and asked the player to check his email. The player later confirmed that the payment had been combined with another refund, leading to initial confusion. Upon realizing this, he had acknowledged receipt of the funds. The issue had been successfully resolved.

The player from Canada had had her account blocked at Octo Casino with $6,593 remaining in it. Despite multiple withdrawal requests and attempts to contact the casino, she had received no response. After the player had lodged a complaint, we had mediated the communication between the player and the casino. The casino eventually responded, had apologized for the inconvenience and confirmed that a refund had been processed. The player had confirmed receiving the refund, resolving the issue.

The player from Finland had experienced a sudden account closure while gaming on Octocasino and was unsure if it was connected to a previously self-imposed gambling ban. She had requested a refund of the remaining 7 euros in her account, but also believed the circumstances warranted a return of her full 70 euro deposit. The Complaints Team had engaged in a detailed dialogue with the player and the casino to understand the situation. After several rounds of communication and follow-ups, the casino had agreed to refund the player's deposit. Despite initial delays, the player eventually received her refund.

The player from Kuwait has been blocked after accumulating winnings due to having an active self-exclusion in a sister casino. The player later confirmed that the deposit refund was processed successfully, therefore we marked this complaint as resolved.

The player from Poland had been waiting for three withdrawals since October 30, while other withdrawals were processed without issues. Despite involving a VIP agent, he was repeatedly informed about technical problems, which he found disturbing. The issue was resolved after the player was advised to wait until November 14 for further updates, and upon confirmation of the situation, the complaint was marked as 'resolved' in the system. The Complaints Team appreciated his cooperation and encouraged him to reach out again if any further issues arose.

The player from Denmark faced delays with withdrawals from Bdmbet.com, receiving repeated assurances that the funds were on the way and awaiting the next banking day. It was confirmed that the player received her winnings after a period of waiting. The Complaints Team marked the complaint as resolved, appreciating her cooperation throughout the process.

The player from Italy faced ongoing issues with withdrawing winnings from BDM casino after submitting multiple documents for verification, including a bank letter, for a modest withdrawal of 300 euros. She raised concerns about the dignity of the verification process, noting that others had experienced similar delays and frustrations with the casino's practices. Eventually, the casino paid her winnings after a lengthy verification process. The complaint was marked as resolved by the Complaints Team, who expressed appreciation for her cooperation.

The player from Greece faced an issue with BDMBET, where his verified account was closed after he requested a withdrawal of 900 euros. The casino claimed there was a second account, which the player denied, and he was then asked to provide documents related to a Skrill account that did not exist, as all deposits had been made through Neteller. The player believed his funds were being unjustly withheld. The issue was resolved after the casino processed the refund, and the player confirmed receipt of the funds. The Complaints Team marked the case as successfully addressed.

The player from Germany had been waiting for a €2000 withdrawal for 4 days despite completing the verification process on the first day. The withdrawal request had been denied 5 times. The issue was resolved when the player approved the withdrawal and received the winnings.

The player from Quebec had ongoing issues with withdrawal despite having completed verification and provided the requested documents, such as bank statements and proof of deposit. The casino repeatedly canceled the withdrawal, demanding more documentation, and the problem remained unresolved. The Complaints Team intervened, clarifying the required documentation and facilitating communication between the player and the casino. Eventually, the misunderstanding regarding the player's Notice of Assessment was cleared, leading to the approval of the document and processing of the withdrawal request. The player confirmed receipt of all payments, and the complaint was marked as resolved.

The player from Colombia deposited €140 but faced issues withdrawing funds due to the casino requiring an IBAN. Colombian banks provided only SWIFT codes, and other digital bank accounts and wallets they held did not support IBAN. The casino had not enabled alternative withdrawal methods or currencies. The issue was resolved by allowing the player to withdraw funds via cryptocurrency after making a deposit and wagering it. The casino confirmed that Colombian pesos (COP) could not be enabled, but the player could continue withdrawing in cryptocurrency.

The player from Portugal faced repeated rejections for withdrawal requests over the past week despite having completed and accepted account verification. While deposits worked without issue, withdrawals were consistently canceled with no resolution from support. The issue was resolved after the player confirmed receiving the funds. The complaint was marked as 'resolved' by us.

The player from Greece won €300 and requested a withdrawal on 17/6/2024. Despite having a fully verified account, the casino requested additional credit card verification, but their website did not allow the player to upload the necessary documentation. Repeated messages to the casino were ignored, and the issue remained unresolved. The player confirmed that the problem was successfully resolved, and the complaint was closed as resolved.

The player from Germany successfully verified his account at Bdm Bet Casino after winning €226 and requested a bank transfer withdrawal. Despite the verification, he was later asked to upload deposit documents, delaying the process. He has been waiting for 4 days since the withdrawal request and views this as a delay tactic.

The player from Italy, after accumulating a total balance of 16,000€, had his withdrawal request denied due to additional account verification requirements, despite his account having been verified multiple times already. He had provided all necessary documents, including a photo of his driving license, a bank statement, and a certificate of ownership for his virtual card. The casino eventually approved his withdrawal request, and he confirmed the receipt of his winnings. The issue had been successfully resolved.

The player from Quebec faced difficulties finalizing account verification to withdraw funds from a casino. The casino had asked for a statement from the "Interac" account, which the player insisted was impossible, as Interac is an intermediary service and does not provide statements. We contacted the casino to clarify the required documents and verify the player's account. Shortly after, the casino resolved the issue and paid the player. The complaint was marked as resolved.

The player from Brazil deposited money to the casino on May 14th, 2024. However, as of May 15th, the deposit had not been reflected in the casino account. The casino attributed the delay to problems with the payment provider, despite the player providing proof of the PIX transaction. We recommended the player contact the payment provider for investigation. Eventually, the player confirmed that the money arrived in the casino account within the expected timeframe, and the complaint was marked as resolved.

The player from Portugal had their account abruptly closed overnight by Bdm Casino without receiving any prior notification. The casino's live chat agent also seemed to lack information about funds that were still stuck in the player's account. The player was asked to complete KYC verification, which was accepted, but the payout was delayed. After continuous follow-up, the casino confirmed the refund was processed. The player received the transaction confirmation and informed the Complaints Team, leading to the complaint being marked as resolved.

The player from Bulgaria had encountered issues with his withdrawal requests at an online casino. Despite having verified his profile, his withdrawal requests had been repeatedly rejected without explanation. He had attempted to withdraw his winnings through various means, including three different bank accounts, but all attempts were unsuccessful. After more than two weeks and over ten failed withdrawal attempts, the casino finally approved his request and he received his money. The issue had been resolved and the complaint had been closed.

The player from South Africa had been trying to withdraw funds for a month, but the casino required proof of deposit that could not be fully provided due to the nature of the blockchain transaction. Despite multiple attempts to communicate this issue, the casino continued to request the same information. The player subsequently confirmed that the casino had paid the withdrawal, and the complaint was marked as resolved.

The player from Greece had registered, deposited, and won €600 but faced withdrawal issues due to a system malfunction that prevented access to the application and link. The issue was identified as being caused by the casino website being blocked by the Greek government. The player contacted the casino and received a new link, allowing her to access the site and successfully withdraw her winnings. The complaint was marked as resolved after the player confirmed the issue was resolved and the withdrawal was made.

The player from Georgia faced issues with withdrawal attempts being canceled for a week without reason. Despite contacting customer service, there was no resolution, leading the player to suspect the site was a scam. The player confirmed passing full KYC verification and winning without an active bonus. Eventually, the withdrawal was approved, and the complaint was marked as resolved by us.

A player from Quebec, who had been active for a long time, was asked to re-verify their account at Nine Casino despite having already completed the initial verification. The casino rejected the player's monthly bank statement and demanded a non-existent document with specific details. The player was confused as to why the casino requested this after previously accepting similar documents. We contacted the casino, which then verified the player's account and processed the withdrawal. The player confirmed the successful verification and receipt of their winnings.

The player from Germany had faced issues with NineCasino, who had requested a deposit confirmation with a transaction ID for verification. Despite having provided several approved documents, the player had struggled to obtain the specific document requested by the casino. After our intervention, the player's account had been successfully verified by the casino.

The player from Italy had made segmented withdrawal requests due to withdrawal limits. While the requests had been paid simultaneously, the player had received only one transfer of €2000. The player had successfully completed all necessary KYC verifications and had claimed the winnings were not bonus-related. Despite this, the casino had cancelled the withdrawals citing they exceeded the daily limit. The player later reported that one withdrawal had been successful and decided to close the complaint. The issue had been marked as resolved by the Complaints Team.

The player from Poland had requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings hadn't been received at that time. The player's account was blocked and withdrawals were rejected 9 days after the withdrawal request. After the player submitted a complaint, the casino unblocked the account and allowed partial withdrawal, but the player claimed that there was still an outstanding balance. The casino then confirmed that the withdrawal of the disputed amount had been processed and paid, and the player confirmed receipt of the funds. However, the player reported that their account was subsequently limited for betting and blocked by the casino.

The player from Germany has reported that NineCasino.com has unjustly closed their account and is denying a withdrawal of 1,000 euros. They further stated that despite being a fully verified and loyal player since 2021, they feel betrayed and deceived.

The player from Japan had deposited funds using Mifinity but was unable to withdraw through the same method. He had been instructed by the casino to deposit and withdraw in virtual currency, but the casino later disallowed such a transaction. The player had been left with no available methods to withdraw his winnings. After the issue had been forwarded to the Complaints Team, they had contacted the casino for further clarification. The player had finally been able to successfully withdraw his winnings in virtual currency. The casino had advised him to use the same method for future transactions. The Complaints Team had marked the issue as resolved.

The player from Germany, with VIP Silver 5 status at Ninecasino, had had difficulty withdrawing funds. Although she was fully verified, the support team had required additional documents and eventually cancelled all of her withdrawals. The player suspected an account hacking incident in January might have been linked to her current issues. Her account was suspended with her money stuck inside. After a series of exchanges between the player, the casino, and the Complaints Team, the casino had clarified that the player's account was verified and she could continue playing and withdraw her winnings. The player confirmed that the issue had been resolved and thanked the team for their assistance. We had then closed this complaint as 'resolved'.

The player from Germany had won €13,000 and encountered issues with the payout. Despite her account having been verified, the casino did not transfer the winnings and did not respond to her emails. The player had also reported being continually put off in the live chat. After she submitted her complaint to us, she confirmed that the money had been paid. Consequently, we marked the complaint as 'resolved'.

The player from Italy had experienced a delay in their second withdrawal of €3000 from the casino. Despite successfully re-verifying their account, the withdrawal was still pending after 48 hours. The player also reported that they couldn't cancel the withdrawal on their own. After his complaint was submitted, he confirmed that his account had been successfully verified. He then reported that his payment had been approved and later credited. Finally, he confirmed that all his withdrawals had been successfully received. As a result, we had marked the complaint as resolved.

The player from Italy had struggled with a withdrawal process that had been under review since February 10th. Despite having received assurances from the casino's support team that everything was fine, no progress seemed to have been made. After the player's account was unexpectedly disabled, he had threatened legal action. Fortunately, the situation had been resolved when the player's funds were credited to him. We had marked the complaint as 'resolved' in our system.

The player from Brazil had faced issues with withdrawing a large sum from his account with Nine Casino. Despite having been initially verified, the casino had asked for his address once he tried to withdraw a significant amount. After re-verification, his withdrawal attempts had been consistently cancelled 24 hours after approval. The player had communicated that all winnings were made with real money, not bonuses. After several interactions with the casino and the Complaints Team, the casino had finally processed and paid all his withdrawals. The player had confirmed the receipt of his winnings, but expressed disappointment with his experience at Nine Casino. The issue had been successfully resolved.

The player from Poland had requested a withdrawal prior to submitting his complaint. Unfortunately, his winnings hadn't been received yet. The player had reported a delay in payment approval despite previous withdrawals having been processed within a day. He also clarified that his winnings did not originate from bonuses. The casino explained that the player had cancelled previous withdrawals, but the recent ones were still pending. The player later confirmed that his payments had been approved and received, leading to the resolution of his complaint.

The player from Germany had issues with deposits. His three deposits totalling €100 hadn't been credited to his casino account, despite him providing the necessary documents. He stated that customer support wasn't responsive. We advised the player to contact his payment provider to investigate the issue. We also recommended him not to deposit any more funds until the issue was resolved. The player later confirmed the issue was resolved.

A long-time player from Poland was unable to withdraw his funds from NineCasino due to incomplete KYC verification. Despite having sent the required documents and contacted them via email and chat, the player had not received any feedback or help from the casino for two weeks. We had contacted the casino and they apologized for the delay and confirmed that the player's documents had been accepted. The casino also explained that the player needed to wager a specific amount before withdrawing, according to their terms and conditions. After fulfilling these requirements, the player confirmed that the withdrawal had been processed and received. We marked the complaint as 'resolved'.

The player from Portugal had had issues withdrawing €151.01 from Ninecasino, both via Skrill and a bank transfer. Despite several interactions with customer service and having provided the required information, the withdrawal issue had remained unresolved. However, after further communication with the casino, the player had confirmed that he received his winnings through Skrill. We had subsequently marked the complaint as 'resolved' in our system.

The player from Brazil had requested assistance to close his account as the casino's support team hadn't responded to his emails. After the Complaints Team had explained the difference between account closure and self-exclusion and asked the player to provide more details, the player had managed to close his account with the casino. Consequently, the issue had been marked as resolved by the Complaints Team.

The player from Greece had reported a deposit issue with an online casino: he had been charged 60 euros instead of the intended 50, but the funds did not appear in his casino account. Despite having provided bank-certified documents and sent numerous emails over six months, the issue had remained unresolved. After he had engaged with our Complaints Team and provided necessary communication records, we had contacted the casino on his behalf. The casino eventually acknowledged the issue and credited the deposit to the player's gaming account. The player had confirmed the resolution, expressing gratitude for our intervention. The complaint was then closed as 'resolved'.

The player from the United Kingdom had had an issue with a delayed withdrawal process of his €900 winnings from an online casino. His account had been suspended, and despite having provided the requested bank details, the casino had not transferred his winnings. However, during the course of the complaint, the player had received his winnings. We had confirmed the resolution of the issue and marked the complaint as 'resolved' in our system.

The player from Switzerland had experienced an issue where her account was abruptly suspended after she had won 350 Euros, which impeded her from withdrawing her winnings. Despite her multiple attempts to reach out to the support team and having provided her bank details repeatedly, she hadn't received any effective assistance. After the complaint had been raised, the player reported having received her winnings without any communication via email. Consequently, we had marked the complaint as 'resolved'.

The player from Portugal had three pending payments of €50 each from December 26th. Despite making additional withdrawals that were approved and paid, the original payments remained pending. The player stated that she had no active bonuses and expressed dissatisfaction with the casino's handling of her withdrawals. However, the casino subsequently paid all pending withdrawals. We marked the complaint as 'resolved' in our system after the player confirmed receipt of her payments.

An Austrian player deposited 150 EUR via Paysafe but the money did not appear in the casino account. Communications with the casino have not resolved the issue, as they suggest waiting for a few days. The complaint was resolved as the player's deposit got credited.

The player from Romania had submitted a withdrawal request less than two weeks before contacting us. Winnings hadn't been obtained up to that day. The player had issues with the withdrawal of 2000 RON, which had been marked as paid but not received. We had advised the player to wait for the standard processing time of two weeks and assured him we would intervene if the issue persisted. The player had previously successfully withdrawn 4500 RON. Eventually, the player confirmed the receipt of the 2000 RON. We then marked the complaint as resolved.

The player from Portugal had lodged a withdrawal request five days prior and had provided all necessary documents but had not received any response. The disputed amount had been 540€. The player had indicated that the withdrawal request had been made at the same time as a self-exclusion request. After no progress had been made, we had transferred the complaint to another team member who had contacted the casino. The casino had asked for additional credentials, which the player had provided. Despite this, the player had not received any response from the casino. We then had requested the casino to set a deadline for the refund. Finally, the player had informed us that the issue had been resolved successfully. We then had marked the complaint as 'resolved'.

The player from the United Kingdom had requested a withdrawal prior to submitting her complaint. Unfortunately, her winnings had not been received at that time. After her account had been cleared of all deposits and withdrawals, she was upset to learn that UK players might not be allowed to play. She had been charged extra for each deposit, and her withdrawal was consistently declined. The casino eventually closed her account and offered a refund, but she faced issues due to her bank not supporting IBAN. After we intervened, the casino confirmed a refund of £80.02. The player received £77.79 and confirmed the resolution of her complaint.

The player from Brazil had won 900.00 reais at Nine Casino and had requested a withdrawal. Instead of processing the withdrawal, the casino reportedly banned his account. They had been asking the player to wait for 5 days. The player had mainly been playing live roulette and had cancelled a bonus that he had received. He was unable to access his winnings due to the account ban. After the player's communication with the casino and our intervention, the issue had been successfully resolved and the casino released his winnings.

The player from the United Kingdom had faced issues with withdrawing a large amount due to alleged account verification problems, despite having previously been able to withdraw without issues. He had reported unhelpful responses from customer support. After several emails and complaints to the casino, his verification had been reset and he was able to redo it, leading to his withdrawals being processed. The issue had been successfully resolved and the complaint had been marked as 'resolved' by us.

The player from Italy deposited €80 and received a bonus of €20. After playing, he accumulated winnings of €840 which they want to withdraw. But, their total balance is locked due to the bonus, and they are unable to withdraw the winnings. Player’s complaint has been resolved successfully.

The player from Brazil is experiencing an issue with his deposit. Despite numerous attempts to contact the casino and provide evidence of the deposit, he has not received the money into his account. Player’s complaint has been resolved successfully.

The player from Germany deposited money into ninecasino using her husband's account, which resulted in a warning. Despite this, she was allowed to continue playing and activating bonuses. She's now having issues with a withdrawal and is seeking advice on the situation. The complaint was resolved as the player received her money from the casino.

The player from North Rhine-Westphalia, Germany had issues with a withdrawal of 50€ not being credited into the account and an amount debited but not reflecting in the game account. The complaint was closed as the player resolved it with the casino.

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

A player from the United Kingdom is having issues with a delayed withdrawal. An amount of £150 was requested 10 working days ago. Despite the casino's claim of having processed the payment, the player hasn't received the funds yet. The player has requested a tracking number multiple times but was ignored. The player later informed us that the money was at first rejected by the bank, but later on, he successfully received his winnings. Therefore, this complaint could be closed as resolved.

The player from North Rhine-Westphalia submitted a withdrawal request less than two weeks prior to contacting us. Winnings haven’t been obtained up to this day. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.

The player from Greece claimed his bonus winnings were not supposed to be reduced as he received incorrect information from the casino support but the information in the casino's T&Cs was correct. The issue was eventually resolved as the casino offered the player compensation in the form of a bonus as a gesture of goodwill.

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

The player from Sweden 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 Italy is experiencing difficulties withdrawing his funds because the transaction to the preferred payment method has been declined. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.

The player from Germany has been experiencing difficulties withdrawing her winnings due to ongoing verification. 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 North Rhine-Westphalia has submitted a withdrawal request less than two weeks prior to contacting us. Winnings haven’t been obtained up to this day. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.

The player from Austria tried to withdraw his winnings, but the casino canceled the withdrawal probably due to deposits made from a third-party payment method. The player later confirmed that the casino returned his winnings and he managed to withdraw the funds successfully, therefore we marked this complaint as resolved.

The player from Greece requested a withdrawal and after 15 days of waiting for the payment, he decided to submit a complaint. After encountering several misunderstandings (e.g. wrong payment data used for withdrawal request), the player received the payment more than 3 months after the original withdrawal request. The complaint is resolved.

The player from Austria had his account closed by Pinocasino due to alleged 'bonus abuse' after successfully fulfilling bonus conditions. Despite depositing €100 and winning €2,401.50, he saw no justification for the closure and sought assistance. The issue was resolved when the casino confirmed that the disputed amount had been refunded to the player. The player acknowledged receipt of the funds, and the complaint was marked as resolved by the Complaints Team.

The player from Ontario had had his account closed by Pino Casino while auto-play was active, which left him unable to access his account balance or contact the casino. He had deposited $900 and had been fully verified. The casino had stated that the account was closed due to security reasons and they were processing a refund. After some confusion about the refund process, the player had confirmed that he received the refund as a combined payment with another dispute. The issue had been resolved successfully with the player receiving his funds, leading to the closure of the complaint.

The player from Japan had made winnings of $680 but before he could withdraw, his account had become inaccessible. Despite inquiries, the casino had not initially provided a reason or estimate for resolving the issue. After the player had contacted our complaints team and provided the necessary information, we had engaged with the casino on his behalf. The casino had requested additional documentation for account verification, which the player had provided. Following this, the casino had processed the refund of the player's winnings. The player had confirmed receipt of the refund, and we had marked the complaint as resolved.