The player from Canada had deposited $239 and accepted a bonus with unclear wagering requirements. After realizing that the wagering did not progress, he contacted customer service to cancel the bonus. Upon cancellation, his balance dropped to $0.09, and his account was locked. The Complaints Team attempted to resolve the issue by reaching out to the casino for clarification on the account status and the confiscation of winnings, but no response was received. Consequently, the complaint was marked as 'unresolved', and the player was advised to contact the iGaming Ontario Authority for further assistance.