The player from Japan faced issues with KYC verification not being approved despite having submitted a residence certificate and tax payment certificate three weeks prior. Efforts to resolve the matter had been unsuccessful. The Complaints Team engaged with the casino, which ultimately confirmed that the player's withdrawal request was under review. After persistent follow-ups, the player confirmed that a partial withdrawal of 800 euros had been received, and ultimately, the remaining amount was successfully withdrawn. The complaint was marked as resolved.
Spilleren fra Japan stod over for problemer med, at KYC-verifikation ikke blev godkendt på trods af at han havde indsendt et opholdsattest og skattebetalingsattest tre uger før. Forsøg på at løse sagen var forgæves. Klageteamet engagerede sig med kasinoet, som i sidste ende bekræftede, at spillerens anmodning om udbetaling var under gennemgang. Efter vedvarende opfølgninger bekræftede spilleren, at en delvis hævning på 800 euro var blevet modtaget, og i sidste ende blev det resterende beløb hævet. Klagen blev markeret som løst.
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