Account closed without returning the balance no valid reason

When I tried to withdraw my funds from Amunra, I was asked to verify my account and, in particular, to provide proof of identity. Profile verification at Amunra is carried out on the bookmaker's website via a specific module dedicated to profile verification, where you upload the requested documents by selecting the type of document you want to send and then taking a photo of it. The document is first quickly checked by the module to verify that it corresponds to the type of document selected and is rejected if this is not the case; then it is checked again to be validated.

As a French national residing in Canada, which I clearly indicated when I registered, I submitted my French passport as proof of identity, along with all the other requested documents, when I proceeded to verify my account. Everything was validated except my ID, as Amunra asked me to provide an ID document from my country of residence, i.e., a Canadian ID document.

I therefore contacted support (see attached email exchange) to explain my situation, and they replied asking me for a local document such as a residence permit. I therefore attempted to upload my Canadian work permit (selecting “residence permit” as the document type), which is the document that serves as my residence permit and is the only Canadian document I have. I received error messages each time I tried to upload the document to the website.

I therefore sent my document by email so that it could be validated in this way, but I was told that I had to go through their website and that nothing could be validated by email (see attachment). After explaining several times that my document was not recognized by their website and was therefore automatically rejected, the support team insisted that I had to use the website (see attachment).

After numerous attempts, I finally managed to send my document to Amunra and thought my problem was finally solved. However, after waiting several weeks and sending a follow-up email to find out the status of my document's validation, which went unanswered, I noticed that the website was still asking me to provide a Canadian ID and a selfie (see attached). So I tried again to upload my document as I had done previously, selecting “residence permit” from the menu and taking a photo of it, but it is constantly rejected by the site, and an error message appears (see attached).

I don't know what to do. I have provided everything that was requested, but I still cannot make any withdrawals because my account has not yet been validated by Amunra. The operator is not helpful at all and is not trying to resolve my issue, as they are not responding to my emails and will not accept my document being sent by email.

I am therefore asking for your intervention here, as Amunra is doing everything it can to delay withdrawals and request further verification, even though I have provided all the documents requested.

I simply want to be able to withdraw the funds in my account.

Thank you in advance.