The player from Germany had requested an account closure. Unfortunately, the inquiry was ignored. We ended up closing the complaint as ‘unresolved’ because the casino had failed to close the player's account in timely manner. Later, the complaint reopened as the casino has acknowledged their mistake and processed a refund which ultimately led us to close the complaint as resolved.
Spilleren fra Tyskland havde anmodet om lukning af kontoen. Desværre blev forespørgslen ignoreret. Vi endte med at lukke klagen som 'uløst', fordi casinoet ikke havde lukket spillerens konto rettidigt. Senere blev klagen genåbnet, da casinoet havde erkendt deres fejl og behandlet en refusion, hvilket i sidste ende førte til, at vi lukkede klagen som løst.