The player from Germany had made a deposit and won with the bonus, but experienced issues with withdrawal as the casino had locked his account. Even after he complied with the requested video call and repeated selfie requests, the casino continually delayed the payment stating it was under review. After the player's complaint, we had asked the casino for clarification, and they informed us that the player's payout verification had been completed and he needed to make a new withdrawal request. The player later confirmed that he had received his winnings, which led us to mark the complaint as resolved.