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However, as a result of a lack of response from the player to follow-up inquiries, the investigation could not proceed, resulting in the rejection of the complaint. The Complaints Team marked the complaint as ‘resolved’ and appreciated the participant’s cooperation. The Complaints Group marked the difficulty as resolved following the participant’s affirmation of receiving their winnings. After a number of communications relating to delays and points with KYC verification, the player confirmed that they ultimately received their full payout after a lengthy wait. The participant reported that all her winnings had been paid out efficiently. The problem was resolved when the on line casino accomplished her withdrawal request.
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