The player from Japan had deposited approximately $10,000 and won $19,500 after meeting the play requirements, but his winnings were confiscated for an unclear reason. Despite confirmation from the support team that only 1x wagering was needed, the player lost his winnings and sought clarification. The Complaints Team had engaged with the casino regarding the confiscation, emphasizing the need for fair gambling practices and suggesting that raising wagering requirements would have been a more appropriate response than confiscation. The casino maintained its stance, stating that the decision had been based on its AML policies, and the complaint was ultimately rejected after the regulatory body ruled in favor of the casino.
日本のプレイヤーは、約 10,000 ドルを入金し、プレイ要件を満たして 19,500 ドルを獲得しましたが、理由は不明です。サポート チームから 1 倍の賭け金のみが必要であると確認されたにもかかわらず、プレイヤーは賞金を失い、説明を求めました。苦情チームは、没収に関してカジノと交渉し、公正なギャンブル慣行の必要性を強調し、没収よりも賭け金要件を引き上げる方が適切な対応であったと示唆しました。カジノは、決定は AML ポリシーに基づいていると述べて立場を固め、規制当局がカジノに有利な判決を下したため、苦情は最終的に却下されました。