The player from Ohio had submitted a withdrawal request two weeks prior. Despite having provided all the requested verification details to the customer service, the withdrawal was still pending and there had been no communication from the casino. The player's account had been verified in October and she had won a jackpot after several deposits. She had reached out to the casino's customer service but received no response. The casino's representative had stated that the casino couldn't proceed with the withdrawal because the player's bank account needed to have had previous activity for the third-party payment providers to transfer funds. The player had opened this account specifically for this casino as her previous bank did not have a swift code. Despite multiple attempts to provide the necessary documents and information, the withdrawal issue remained unresolved. The casino had stated that they couldn't locate the additional payout details submitted by the player. The player had resent the documents but there was no progress. The casino had asked for additional documents such as a fourth bank statement and a utility bill, which the player had provided. The player confirmed that she had sent those documents. However, the player did not respond to further inquiries from us and the complaint was rejected.
Spilleren fra Ohio havde indsendt en anmodning om tilbagetrækning to uger før. På trods af at have givet alle de anmodede verifikationsoplysninger til kundeservice, var tilbagetrækningen stadig afventende, og der havde ikke været nogen kommunikation fra kasinoet. Spillerens konto var blevet verificeret i oktober, og hun havde vundet en jackpot efter flere indskud. Hun havde kontaktet kasinoets kundeservice, men modtog intet svar. Kasinoets repræsentant havde udtalt, at kasinoet ikke kunne fortsætte med udbetalingen, fordi spillerens bankkonto skulle have haft tidligere aktivitet for, at tredjepartsbetalingsudbydere kunne overføre penge. Spilleren havde åbnet denne konto specifikt til dette casino, da hendes tidligere bank ikke havde en swift-kode. På trods af flere forsøg på at levere de nødvendige dokumenter og oplysninger, forblev tilbagetrækningsproblemet uløst. Kasinoet havde udtalt, at de ikke kunne finde de yderligere udbetalingsoplysninger indsendt af spilleren. Spilleren havde ærgret sig over dokumenterne, men der var ingen fremskridt. Kasinoet havde bedt om yderligere dokumenter såsom et fjerde kontoudtog og en forbrugsregning, som spilleren havde leveret. Spilleren bekræftede, at hun havde sendt disse dokumenter. Spilleren svarede dog ikke på yderligere henvendelser fra os, og klagen blev afvist.
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