Removing an entry for a cast member.

Hi. I produced a film a few years ago, and one of my cast members -- an extra, really -- is working in a different field these days, and she has asked me to remove her name from IMDB because her new job requires that she be very careful about curating her online presence. I explained this to IMDB in the "request to remove" option, but they refused my request. Has anyone had to deal with this sort of thing before? I am not sure how to proceed. It'd sure be nice to talk to a human being there who is empowered to make such decisions! Is that possible, does anyone know?