A multitude of factors:
Evidence provided by both sides during the communication process
New facts not provided in the initial complaint but surfacing in the communication process
Analysis and comparison between the facts provided and the casino’s terms and conditions
Information provided on behalf of the casino’s side by its Finance, Security, Fraud, Support or any other departments
Complaint submitter’s confirmation that the casino has paid all due amounts during the complaint resolution process
Evidence presented by third parties relevant to the complaint resolution, like gaming software companies, test laboratories etc.
The final decision is taken by multiple members of our Complaint Team by consensus.