The player from Italy's account had been suspended since May 9th by the casino for technical checks, which inhibited all transactions, including withdrawals. Despite efforts through calls and emails, the player had been unable to retrieve the funds. The Complaints Team had attempted to engage with the casino for information regarding the suspension but had received no response. Consequently, the complaint was marked as 'unresolved', and the player was advised to contact the Agenzia delle Dogane e dei Monopoli (ADM) for further assistance.