The player from Austria, who had deposited and lost over 1500 Euros, was labelled a gambling addict without explanation and lost access to her account. She had communicated her issue to the Complaints Team, stating that she was unable to access her account and had not received any response to her emails. The Complaints Team had clarified that casinos had the right to restrict or close accounts if they suspected irregular play or other questionable activities. As no funds had been withheld by the casino, the Complaints Team concluded that they could not assist further and the complaint was rejected.