The player from Ireland had requested a withdrawal from Big 5 casino a month ago. The amount had not arrived in his AIB account, and his remaining balance of 300 euros could not be withdrawn until the issue with the missing 90 euros was resolved. No successful withdrawals had been made previously, and KYC verification was confirmed. The casino failed to provide proof of the transaction and ignored the player's requests while continuing to send promotional emails. The complaint was closed as unresolved due to the casino's lack of response within the given timeframe, resulting in a negative impact on the casino's rating.