The UK player had made two withdrawals on February 2, but had not received the funds. Despite having communicated with the casino, the payout was still delayed. We had attempted to mediate the issue by inviting the casino to participate in resolving the complaint, but received no response. Consequently, we had to classify the complaint as 'unresolved'. We had advised the player about the option to file an official complaint with the casino's licensing authority. The unresolved complaint affected the casino's safety index on our website.