The player from the United Kingdom had self-excluded and MadSlots had agreed to refund his losses. The refund process was expected to have taken 10 days, but it had been almost a month with no resolution. The player had expressed frustration with the repeated unhelpful responses from the casino. Despite our attempts to mediate the situation, the casino had not provided any useful information or cooperated in resolving the issue. We had marked the complaint as 'unresolved', which might have negatively affected the casino's rating. We advised the player to contact the Independent Betting Adjudication Service (IBAS) for further assistance.