The player from Germany had been unable to withdraw his winnings of 480 Euros due to his account being frozen. Despite having been able to deposit funds, he hadn't been able to withdraw or reach support. After he contacted the Complaints Team, they had sought clarification from the casino. The casino had responded that they were looking into the technical issues and exploring the possibility of a manual withdrawal. The player had requested the complaint to remain open until he received his winnings. After some correspondence, the casino had processed the payment and the player confirmed the receipt of his winnings. As a result, the complaint had been resolved successfully.