The player from California had attempted to withdraw $1000 from his verified account, but the casino had requested a photo of a second card, unrelated to the withdrawal, before approving it. The player hadn't complied and the casino had canceled the withdrawal. The player had confirmed that both cards were his, but the second one was a virtual card created from his main card. We had advised the player to obtain evidence of the virtual card from his payment provider and forward it to the casino. However, the player had not responded to further communication, resulting in the complaint being rejected due to lack of information.