The player from Manitoba had closed her account at an online casino and requested that her funds be returned. However, the casino's customer service repeatedly asked for her IBAN number, which wasn't applicable in Canada, despite her having provided all the necessary banking details. She had sent 11 emails without resolution, and there was confusion over whether her account was suspended or closed. The Complaints Team requested additional information from the player and contacted the casino. The casino confirmed the account was suspended and requested Canadian banking details. The player failed to respond to the Complaints Team's follow-up, leading to the complaint being rejected due to lack of cooperation.