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An initiative we launched with the goal to create a global self-exclusion system, which will allow vulnerable players to block their access to all online gambling opportunities. The player experienced multiple issues with withdrawals totaling 18,000 euros, including delays and unsuccessful attempts due to backend issues at the casino. The player from Germany faced difficulties withdrawing his winnings after depositing money for a bonus.
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The Complaints Team intervened, and after ongoing communication, the player confirmed that all funds had been successfully received in her bank account. The player from Sweden had requested a withdrawal less than two weeks before submitting this complaint. The player 'Coolbuck99' deposited 1,000 NOK and won over 50,000 NOK. After reviewing the complaint, it was concluded that the casino's acceptance of his registration did not constitute an irregularity, and since his account balance was zero, no remediation could be offered.
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