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The player had been advised to contact the casino’s regulator, Mwali International Services Authority, for further assistance. As a result, the complaint was marked as unresolved because the casino failed to respond to requests for reconsideration of their decision to confiscate the player’s funds. Despite the player’s attempts to resolve the issue and the Complaints Team’s efforts to mediate with the casino, Seven Casino failed to respond to multiple requests for clarification. The player from Belgium faced issues with Seven7 Casino, which had confiscated his winnings after initially confirming his withdrawal. The player from the United Kingdom had requested a withdrawal less than two weeks prior to submitting her complaint. The player had confirmed having passed KYC and that no bonus was involved in his winnings.
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Without the casino’s cooperation, we had marked the complaint as ‘unresolved’, which could have negatively affected the casino’s rating. We had attempted to mediate the issue by inviting the casino’s representative to clarify their decision but received no response. He demanded a refund, claiming that the casino should not have allowed him to register.
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What are the steps to cash out winnings?
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