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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.
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