The player from the United Kingdom had requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings hadn't been received yet. The Complaints Team had advised the player to be patient and wait for at least 14 days after the withdrawal request, as it was common for such transactions to take a few days or weeks to process. They also noted that the delay could have been due to unfinished KYC verification or a high volume of withdrawal requests. Despite extending the response time by 7 days, the player did not respond to further inquiries, leading to the rejection of the complaint.