The player from Italy had requested a withdrawal twice, once on 07/09/2023 and again on 02/10/2023, but both requests were still pending. The customer support hadn't provided any specific reason for the delay. The player had confirmed that he had passed the KYC verification and had made several successful withdrawals in the past. However, he had failed to respond to further queries from the complaints team, thus hindering the investigation. Consequently, the complaint was rejected due to the player's lack of response.