The player from India had deposited 8395 INR and increased it to 12676 INR through winnings, but the casino had declined the payout request. The player had completed KYC verification and claimed winnings without any active bonuses. Despite multiple attempts to contact the casino for assistance, including providing evidence of his pending withdrawal, the casino had failed to respond or provide clarification regarding the declined payout. The Complaints Team had closed the case as 'unresolved' due to the casino's lack of communication, advising the player to consider reviews and ratings when choosing casinos in the future.