The player from British Columbia had successfully cashed out once but encountered issues when attempting to withdraw a larger amount of 100 LTC. After providing the requested proof of address, the player suddenly became unable to log in and was informed that their account had been blocked due to allegations of cheating, which they denied. The Complaints Team had communicated with the casino and discovered that the player did not pass verification due to inadequate proof of address, specifically a document that lacked a date. Despite suggesting that the player be given another chance to submit correct documentation, the casino declined and provided rude responses. As a result, the complaint was closed as unresolved, and the casino was penalized in the Safety Index. Some time later, the casino has reached out to the Complaints Team and confirmed that they would give the player one more chance. After successfully passing verification and receiving the withdrawal, player confirmed that the complaint is resolved.
Spilleren fra British Columbia havde med succes udbetalt én gang, men stødte på problemer, da han forsøgte at hæve et større beløb på 100 LTC. Efter at have givet det ønskede bevis for adresse, blev spilleren pludselig ude af stand til at logge ind og blev informeret om, at deres konto var blevet blokeret på grund af påstande om snyd, hvilket de afviste. Klageteamet havde kommunikeret med kasinoet og opdaget, at spilleren ikke bestod verifikationen på grund af utilstrækkelig bevis for adresse, specifikt et dokument, der manglede en dato. På trods af at det foreslog, at spilleren fik en ny chance for at indsende korrekt dokumentation, afviste kasinoet og gav uhøflige svar. Som et resultat blev klagen lukket som uafklaret, og kasinoet blev straffet i sikkerhedsindekset. Nogen tid senere har kasinoet henvendt sig til klageteamet og bekræftet, at de ville give spilleren en chance mere. Efter at have bestået verifikationen og modtaget tilbagetrækningen, bekræftede spilleren, at klagen er løst.
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