Tradução 
Hello erickrioswalter,
I can see that you're a new member of our community, so first of all, welcome!
Allow me to clarify a few things about how our complaint service works and what you can expect from the process. Our role is to act as an independent mediator between players and casinos, helping to facilitate communication and seeking a fair resolution whenever possible.
You filed your complaint on June 18, and our Complaint Manager responded the very same day, requesting additional information required for us to properly review and proceed with the resolution of your complaint. Unfortunately, you did not provide the requested information, which has prevented us from moving the case forward.
Please keep in mind that you contacted us and requested our assistance in resolving your complaint. As such, we kindly ask that you respect and follow our established procedures, as they are in place to ensure that every case is reviewed thoroughly, fairly, and as efficiently as possible.
Please keep in mind that complaint resolution is a process, and like any process, it takes time. Some complaints can be resolved quickly, while others require a more detailed investigation, communication with the casino, and the collection of supporting evidence before a conclusion can be reached.
Throughout the years, we have dealt with thousands of casinos and complaint cases. While the majority of operators are cooperative and responsive, not all casinos approach complaints in the same manner. Some take longer to respond, some provide only limited information, and others choose not to engage with third-party mediators at all.
When a casino is unwilling to cooperate or fails to provide sufficient evidence to support its position, our ability to assist becomes significantly restricted. In such situations, we share the same frustration as the affected players, as we are unable to independently verify the facts or push the matter forward despite our best efforts.
Our role is to facilitate communication, review the information provided by both parties, and seek a fair resolution whenever possible. However, successful mediation ultimately depends on the willingness of both sides, particularly the casino, to participate in the process transparently and in good faith.
Please keep in mind that LCB has never had a problem placing a casino on a warning or blacklist when there is sufficient evidence to justify such action. However, these decisions are not based on a single complaint alone, but rather on a pattern of behavior and the outcome of multiple cases.
At the moment, we have not had unresolved complaints against this casino, and previous players who cooperated with us were able to have their cases reviewed and addressed.
If you would like us to look into your case, please provide us with more details and we will do our best to assist.
