The player from Japan had found that the casino had wrongly transferred a withdrawal to someone else's account. Payz had refunded the amount to the casino, but the player had yet to receive it back in their account. The player also struggled to get a response from the casino. After the Complaints Team's intervention and communication with the casino, the casino confirmed that the funds had been added back to the player's account and he could request a withdrawal. After a delay, the casino confirmed that the withdrawal had been processed and the player confirmed receipt of the funds, although not through his preferred method, Payz. The issue was marked as resolved.