The player from Ireland had initially received her winnings of 1000 EUR after account verification. However, after she was asked to provide another live selfie, her account had been blocked for 'security reasons'. She reported that there had been no updates in 10 days. The Complaints Team had reached out to the casino and discovered that the casino had attempted to contact the player for additional verification. The casino then reported that the player's case had been resolved and her withdrawals had been processed. However, the player disputed this, stating that she hadn't received the funds. The casino explained that the initial payment had failed due to issues with the Payment Service Provider and had requested an alternative payment method from the player. The player had provided an alternative method and the casino claimed to have processed the withdrawal. The Complaints Team had asked the player to confirm receipt of the funds, but there was no response. The complaint was subsequently rejected due to lack of confirmation from the player.