The player from Germany had been waiting for a payout for 15 days. After 12 days, the casino requested documents for verification. It had been 3 days since the player submitted the documents and there was still no confirmation. The player had utilized a welcome bonus for his winnings and had been in contact with customer support, who advised him to wait. After some time, the player received his payment and the issue had been resolved. We marked the complaint as 'resolved' in our system.