The player from Spain had requested a withdrawal of 500€ from an online casino. The withdrawal initially appeared as pending in her casino account. The casino claimed to have processed the withdrawal, but the player found no record of the transaction at her bank, and the withdrawal order disappeared from her casino account. The casino did not respond to her follow-up inquiries. The player had not made any previous withdrawals and was not asked to verify her account (KYC) before this issue arose. Despite the efforts of the Complaints Team to mediate, the casino did not respond. The issue remained unresolved. The Complaints Team further extended the timer by 7 days for the casino to respond, but received no response. The issue was later officially closed as 'resolved' after the confirmation from the player.