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After our intervention, the issue was resolved successfully, and he was able to withdraw the full amount. The player from Japan received an error message when he was trying to play with a bonus. The casino returned the unfinished bet caused by some technical problem to the player’s account, which in our opinion was the correct approach. When calculating each casino’s Safety Index, we consider all complaints submitted through our Complaint Resolution Center, as well as ones we collect from other sources.
We had engaged in a conversation with the player and the casino to better understand the issue. After a thorough review of the case and discussions with the casino, it had been determined that the player’s bonus funds were confiscated in error. The casino had restored the bonus funds to the player’s account. We had kept the complaint open and continued to mediate between the player and the casino. After a while, the player confirmed that he had received the funds.