KYC stalling and withdrawal not approved

I am filing a complaint against Brazino777.com for repeatedly rejecting my valid withdrawal requests without any explanation, despite full compliance with all their verification requirements.

After registering, I initially asked to verify my account before making a deposit, but the support team clearly stated that “document verification is only done after a withdrawal request.” Based on that guidance, I deposited and played normally.

Later, when I attempted to withdraw my winnings (approx. $1,543 USD in BTC per transaction), my withdrawals were consistently rejected with messages such as “Payout was rejected by provided requisites details” or “Payout was rejected by payment service.”

Over the following weeks, I fully cooperated with their requests and provided every verification document and video proof they asked for, including:

Government-issued ID and proof of address

Shakepay e-wallet statement showing my name and address

Bank statement confirming the same

Multiple verification videos showing my Shakepay account, deposit history, timestamps, and withdrawal address (all matching and visible in one continuous recording)

Each time I submitted the required materials, they confirmed receipt and told me to “check back in 24 hours.” After several rounds of submissions, they finally confirmed on October 13, 2025, that “your account is now available for withdrawals normally.” However, every new withdrawal attempt was again rejected immediately, and my support tickets were repeatedly closed without any explanation or resolution.

To make matters worse, Brazino777 has since blocked access to its website for Canadian users, and when I asked for help logging in, their support team explicitly told me to “use a VPN to withdraw my funds.”

I have now provided all documents, verification videos, and proof of deposit/ownership multiple times, and yet I have received no payment and no further communication.

I am requesting that Brazino777:

Provide a clear explanation for the repeated withdrawal rejections; or

Process and release my full withdrawal balance without further delay.

I have kept complete copies of all email exchanges, verification videos, and chat transcripts, which I can provide upon request to assist in the investigation.

Thank you for your assistance in resolving this matter.

Account: < sent to the casino >

Email: < sent to the casino >

Country: Canada