Hello, how are you?
Thanks for your comment. It is actually a good reminder for other players that checking a casino’s complaint history matters and that open cases are worth looking at too.
Our Safety Index is based on factors we can evaluate mathematically. Closed complaints are part of that calculation. If a case is still open, there is no verified outcome to include, so there is nothing to adjust. The process is straightforward.
I understand that not everyone has to like our system and from your message it looks like you are not very familiar with how it works. So thank you for the opportunity to clarify it. I'll be here for your questions, of course.
As for the situation itself, such a long payout during an active complaint is not something every single player at this casino experiences. And since the casino does not hold a German license, it is absolutely reasonable for players in Germany to stay away from it.
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