The player from Germany had submitted a withdrawal request less than two weeks prior to contacting us. Winnings hadn't been obtained up to that day. The player had claimed that the withdrawal was cancelled, but not by the casino, and no notification had been received. We had asked for additional information and relevant communication between the player and the casino for further investigation. However, the player failed to respond within the given time frame. Consequently, we couldn't investigate further and had to reject the complaint.