The player from Bulgaria had requested account closure a year ago due to responsible gambling issues, which the casino had confirmed. However, after he received an email about a bonus, he deposited and incurred a loss of 650 BGN. The Complaints Team had reached out to the casino for a response but did not receive any communication within the extended timeframe. As a result, the complaint was classified as 'unresolved', and the player was advised to consider filing an official complaint with the licensing authority.