The player from Japan reported that their account had been suddenly closed, and they had not received their winnings despite passing the KYC verification. The player was informed that 2,000 euros had been withdrawn, but only 1,000 euros had been deposited, leaving 9,000 euros unaccounted for. After communication with the Complaints Team, the issue was resolved, and the player confirmed that the money had been returned to their casino account. The complaint was marked as 'resolved' in the system.
Spelaren från Japan rapporterade att deras konto plötsligt hade stängts och att de inte hade fått sina vinster trots att de klarat KYC-verifieringen. Spelaren informerades om att 2 000 euro hade dragits ut, men att endast 1 000 euro hade satts in, vilket lämnade 9 000 euro utan redovisning. Efter kommunikation med klagomålsteamet löstes problemet och spelaren bekräftade att pengarna hade återförts till deras kasinokonto. Klagomålet markerades som "löst" i systemet.