The player from Congo won €30,000 and she has never heard from the casino again. We rejected the complaint because the player didn't respond to our messages and questions.
Dear Mukaba,
Thank you very much for submitting your complaint. I want to inform you that we cannot make a case solely based on what you are describing. Did you play with a bonus? Were your winnings all confiscated? Do you still have access to your account?
If you have more information that would help our case, please forward it to me. Unfortunately, at this time, if we don’t have enough information regarding your case, there is nothing we can do. Please do not hesitate to contact me if there is anything else, I could do for you regarding your complaint.
Best regards,
Kristina