The player from Australia has been permanently blocked without further explanation. The complaint was rejected because the player didn't respond to our messages and questions.
Dear 1ria993,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please clarify the dispute value (A$491,000)? Is this amount of money being held in your casino account?
Have you accumulated your winnings with or without an active bonus?
Thank you very much in advance for your reply.
Best regards,
Kristina
Do I understand correctly that the only issue is that the casino closed your account?