The player from Poland had activated self-exclusion due to a gambling addiction but was still able to log in and deposit money. He had deposited a total of 440 and had asked for a refund as the casino operator could not explain why the self-exclusion was not active. After he submitted his complaint, we asked for confirmation and proof, which he had provided. We then contacted the casino about the issue. The casino had responded by returning the money to the player's account and requested him to complete the KYC process to withdraw it. The player confirmed that he had received the money in his bank account, thanked the casino manager for his assistance, and requested the case to be closed. The casino assured that the self-exclusion failure had been resolved and would not recur. We had marked the case as 'resolved'.