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Despite expressing a desire to close the account, they continued to allow deposits, putting the player’s funds at risk. The player did not respond to the Complaints Team’s inquiries, which led to the rejection of the complaint. The issue was later confirmed to have been resolved upon the player’s request to reopen the complaint. He requested a full refund for his deposits, claiming that the casino had exploited his gambling addiction. The Complaints Team concluded that the casino had closed his account within three working days of his self-exclusion request, which was deemed a reasonable timeframe.

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Upon doing so, he successfully processed the withdrawals via instant transfer, which arrived immediately. The player from Germany had requested a withdrawal prior to submitting their complaint. The Complaints Team had communicated that delays in processing withdrawals were common and had advised the player to wait at least 14 days before escalating the issue.
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