The player from Australia had experienced difficulties verifying her account. She initially contacted the online casino in September of the year before to verify her proof of age, as she did not have a license. Her account was approved and she had been playing until the casino suddenly locked her account and asked for re-verification, which she was unable to provide due to lack of valid documents. Despite our team's efforts to communicate with the casino and resolve the issue, the casino had failed to cooperate. The complaint had been closed as 'unresolved' because the casino failed to reply and cooperate in resolving the complaint. There had been no progress even two weeks after the casino was notified about the player's complaint.