The casino agent provided inconsistent information regarding the payout, suggesting that bonuses were exempt from rules. The Complaints Team was unable to proceed with the investigation or offer solutions due to the player's lack of response to inquiries, blackcoin.co leading to the closure of the complaint. The player retained the option to reopen the complaint in the future if he chose to resume communication. The player from New Zealand deposited over 2k and after winning 690, he faced difficulties withdrawing his funds due to ongoing KYC verification issues.
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