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The player from Norway faced difficulties after verifying his ID while attempting to withdraw winnings from a welcome bonus at Onluck casino. The Complaints Team reached out to the casino for clarification and extended the response time multiple times; however, no relevant information was provided by the casino. The player had been given opportunities to respond, but due to a lack of communication, the complaint was ultimately closed. The player from Canada had won $200 and had attempted to withdraw using Litecoin after depositing with a Mastercard, which had not been available for withdrawals. The casino had refused to process the withdrawal using Litecoin, despite the player’s offer to make a deposit with that method. The Complaints Team had made multiple attempts to contact the casino for assistance but had received no response.
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The casino conducted a review and subsequently unblocked the player’s account, granting him full access to his profile and allowing him to use the site normally. However, since the player has not confirmed the resolution of the case, we had to close the complaint as rejected. On the whole, also considering other contributing factors in our assessment, OnLuck Casino has achieved a Safety Index of 7.8, which is classified as Above average.
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