The Complaints Team had attempted to resolve the issue by reaching out to the casino for clarification. However, as the casino did not respond, the complaint was closed as 'unresolved', which may have negatively impacted the casino's rating. The player from Indonesia reported a rejected withdrawal request of AUD $180 after fulfilling wagering requirements, citing unclear bonus terms. Their balance had been reduced to zero following the rejection, and customer service had provided unhelpful responses. The Complaints Team attempted to investigate the issue by reaching out for more information but received no response from the player.