The player from Germany had been waiting for a withdrawal for over three weeks. Despite his account being correct and approved, the casino had cited clause 10.4 to justify withholding the payment for a possible 31 days for further checks. We had asked the player several questions to better understand the situation, but he had stopped responding to our inquiries. As a result, we had no choice but to reject the complaint. However, the player later contacted us, informing us that he had received his winnings after almost a month. Consequently, we marked the complaint as 'resolved'.