The player from Brazil was unable to withdraw funds due to issues with submitting verification documents. She mentioned that the casino had instructed her to send the documents via a specific section on their website, but she was unable to do so. The casino responded stating that the user had successfully uploaded the documents and they were under review. However, the player expressed dissatisfaction as the verification process took longer than promised, causing her to lose her winnings. Despite our team's efforts to resolve the issue, the player did not respond to further communications, leading to the rejection of the complaint.