The player from the UK had experienced difficulties with Chipstars casino. Even though the casino stated that his case was resolved and he would receive his deposits back, he had not received his money. The Casino claimed that the player hadn't adequately verified his identity and source of funds. The player expressed extreme distress and urgency in resolving the issue due to financial hardship. We marked the complaint as unresolved, waiting for the regulator's decision, and planned to reopen the complaint once the player provided an official statement from the regulator. Despite the player's claims of being ignored by Chipstars and experiencing financial hardship, the casino confirmed that the player was paid many months ago following the regulator's green light. The complaint was reopened at the casino's request, but the player did not respond to our messages and questions within the extended timeframe. As a result, we had no choice but to reject the complaint, though the player had the option to reopen it in the future.
Spilleren fra Storbritannien havde oplevet vanskeligheder med Chipstars casino. Selvom kasinoet oplyste, at hans sag var løst, og at han ville modtage sine indskud tilbage, havde han ikke modtaget sine penge. Kasinoet hævdede, at spilleren ikke havde bekræftet sin identitet og pengekilde tilstrækkeligt. Spilleren udtrykte ekstrem nød og haster med at løse problemet på grund af økonomiske vanskeligheder. Vi markerede klagen som uafklaret, afventede tilsynsmyndighedens afgørelse og planlagde at genåbne klagen, når spilleren fremlagde en officiel erklæring fra tilsynsmyndigheden. På trods af spillerens påstande om at blive ignoreret af Chipstars og oplevet økonomiske vanskeligheder, bekræftede kasinoet, at spilleren blev betalt for mange måneder siden efter regulatorens grønt lys. Klagen blev genåbnet på casinoets anmodning, men spilleren svarede ikke på vores beskeder og spørgsmål inden for den forlængede tidsramme. Som et resultat havde vi intet andet valg end at afvise klagen, selvom spilleren havde mulighed for at genåbne den i fremtiden.
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