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Many are so lazy to read the read the rules that's why they got surprised on why they encounter the issue they have but later they discovered that they are already violating the rules on certain casino that's why they are skeptical to accept their mistakes and mostly blame their problem to the platform they are playing on.
Failure to do so could lead to problems on every platform, which could lead to serious problems for them. Again, there are many players who blame the platform for covering their mistakes. So a player must be aware of the rules before gambling on any website.
Of course, you're right! We must do everything to make the user feel comfortable. Therefore, we offered to contact the risk management team by mail. Unfortunately, the user chooses to go to the forum instead of actually resolving his issue:
Many times some users expect a quick solution, which in some cases may not be possible for that platform. Because some investigation is needed to give a proper solution. This user has done exactly the same thing, since he has posted his issue here, so give a correct solution to his problem.