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The player from Germany had requested a withdrawal prior to submitting their complaint. The issue was marked as resolved following the player’s confirmation of receiving the winnings. The player from Germany had been waiting for a withdrawal for less than two weeks. The player retained the option to reopen the complaint in the future if they wished to resume communication.
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The player from Germany faced challenges verifying his account at Caspero, which prevented him from withdrawing his winnings of €1,500. The Complaints Team had made multiple attempts to contact the casino regarding the player’s delayed withdrawals but received no response. Following the team’s assistance, the issue was resolved, and the player confirmed receipt of their winnings. The Complaints Team intervened after the player reported delays despite all documents being verified and a lack of communication from the casino’s finance department. The Complaints Team intervened after the recommended waiting period and confirmed that the player’s account had been successfully verified, allowing the withdrawal to be processed.
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