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The player from Serbia had faced a blocked account on a casino site after a delayed payout was followed by verification. The block had occurred due to a bank error that had listed a different name on the player’s bank card. Despite having provided documentation to prove the error, the player hadn’t received any response from the casino. The player and her sister had jointly owned the disputed bank account, but the card used for deposits was in her sister’s name, which was against the casino’s policy. The complaints team had concluded that due to the use of a third-party card for deposits, the complaint had to be rejected.
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