The player from Belgium had deposited 2500 EUR via instant bank transfer, but due to a lost connection, he was unsure if the transaction had been successful. After confirming that the money had been deducted from his bank account and providing a transaction statement to the support team, he still had not received a refund or credit to his casino account. The issue was resolved by advising him to contact his payment provider for further investigation, as the casino had been unable to assist further without his response. Ultimately, the complaint was rejected due to the lack of communication from the player.