The player from California had submitted a withdrawal request less than two weeks before contacting us. Winnings had not been obtained by that day. The player had experienced delays because his account was under investigation and reported not receiving his withdrawal. Communication with the casino had been attempted, but no relevant response was received. The complaint was closed as ‘unresolved’ due to the lack of cooperation and further information from the casino. The complaint was later reopened after an update from the casino was received. We attempted to gather more information or an update from the user but ultimately had to reject the complaint due to the player's lack of response to our inquiries.