The player from Ukraine had been unable to bet on sports or play slots despite having funds in his account. He had requested a withdrawal a month prior but had received no response, and the withdrawal had not been confirmed. The player believed the casino didn't pay anyone based on negative reviews. The Complaints Team had attempted to contact the casino multiple times without success. Given the casino's poor reputation and lack of response, the Complaints Team had marked the complaint as 'unresolved', which might have negatively affected the casino's rating. Unfortunately, this did not resolve the player's issue, but the team had advised the player to choose casinos based on reviews and ratings in the future.