The player from Peru had waited for over two weeks to withdraw his winnings despite having sent all the necessary documents. He confirmed that he had made successful withdrawals in the past, with the most recent one on 04/20/2024. The documents he had provided included his National Identity Document, an internet receipt, a bank statement, and a selfie photo with his ID. He also clarified that there had been no bonus active when he accumulated his winnings. The issue was eventually resolved when he received his payment, after which we marked the complaint as 'resolved' in our system.