Hi Luca, I wanted to take a moment to express my sincere gratitude for the time and effort you took to write such a positive review. We appreciate your understanding of the constraints we face in such situations. Regrettably, without the casino's cooperation, we are unable to facilitate further intervention. In this case, our colleague overseeing your complaint recommended reaching out to the Licensing Authority of the casino for further assistance. In instances where a casino does not cooperate, our options become limited. We sincerely apologize for any inconvenience caused, and we empathize with your desire for a swift resolution. Consequently, blackpoints were issued, impacting the casino's safety index. Despite our efforts, we faced challenges in communicating with the casino regarding your specific case: Our team made multiple attempts through various channels, but unfortunately, we were unable to secure a response.

It's worth noting that our safety index takes into account various factors, including previous cases where the casino's response was unnecessary for resolution. We understand your concern about the online casino's unresponsiveness. Hello Emanuela, Thank you for sharing your feedback.

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