The player from Kuwait had his account temporarily closed due to gambling addiction, which was later reopened, leading to a loss of 2900 CAD. Despite requesting account closure, the casino ignored the requests, and the account remained open. The player wanted to retrieve the losses incurred after the account was reopened and ensure it was closed. The complaint remained unresolved as the casino failed to respond, and the player was advised to contact the Gaming Curaçao Authority for further assistance. After the issue was escalated to the authority, the authority decided that the casino should pay out the player, which eventually happened.