The player from Japan discovered that cash and bonus had been combined while playing, despite being informed that they were separate. The casino acknowledged the mistake, and the player requested a full refund of 700 euros. The Complaints Team extended the response time for the casino but ultimately closed the complaint as unresolved due to the casino's lack of response and insufficient clarity regarding the issue. The case was marked as uncertain, allowing the casino the option to reopen it for resolution.
Igrač iz Japana je otkrio da su keš i bonus kombinovani tokom igranja, uprkos tome što je obavešten da su odvojeni. Kazino je priznao grešku, a igrač je zatražio punu povraćaj novca od 700 evra. Tim za žalbe je produžio vreme za odgovor za kazino, ali je na kraju zatvorio žalbu kao nerešenu zbog nedostatka odgovora kazina i nedovoljne jasnoće u vezi sa problemom. Slučaj je označen kao neizvestan, što je omogućilo kazinu mogućnost da ga ponovo otvori radi rešavanja.