The player from Canada had requested a withdrawal of $48,000, but his account had been temporarily suspended for verification. The casino had claimed that multiple accounts had been created with the same address and stated that they would only send deposits, not winnings, due to alleged term violations. The Complaints Team had reviewed the situation and communicated that the casino's actions were supported by their terms regarding duplicate accounts. The player had been advised to escalate the issue to the casino regulator, and the complaint had been marked as waiting for the regulator's decision. Subsequently, the player had been informed that the licensing authority was not responding to complaints, and the case had been rejected based on the casino's rights in this matter.