The player from Brazil had requested a withdrawal on the 15th and had submitted the necessary documents for verification but received no response via chat or email. The player's request to cancel the withdrawal was also ignored. The Complaints Team had attempted to communicate with the casino multiple times without success. Due to the lack of cooperation from the casino, the complaint had been marked as 'unresolved', which could have negatively affected the casino's rating. The player had been advised to contact the Curacao Gaming Authority for further assistance.