Withdrawals in Queue forever

I recently completed the wagering for BM bet's second deposit bonus.

I finished on €11,172.10.

The maximum cashout as per the terms of the bonus is €5000, here is the link to the terms:
https://bm.bet/bonuses/419

But upon completion of the wagering my balance was reduced to €1000.
They then added another bonus of €62 for reasons unknown.

I tried to raise this with live chat, who said they couldn't help and to email instead.
I have done this and followed up, but I have not had a response.

I am therefore making a formal complaint, and I would like my balance restored to the €5000 as per the terms and then withdrawals processed.

I would appreciate any help you can provide with this matter.

I attach screenshots evidencing all of the above. Should you need anything else, please don't hesitate to ask.

Kind regards.

Hello,

I created an account on Bm.bet and made a deposit using my bank card, which worked without any issues.
After playing, I managed to win a total amount of €3480.

I completed all the required KYC verifications to validate my account. The Skrill withdrawal method was listed as available on the site. I submitted the necessary documents, which were confirmed as accepted by the support team.

I then requested a first withdrawal of €480, and waited several days for it to be processed. Later, the withdrawal was cancelled without any clear explanation, and I was told that the Skrill method was “temporarily unavailable.”

This is very strange, because Skrill was fully available at the time I made the request, and there was no indication that it had any issue. When I asked for a proper explanation, I received vague replies such as “this happens sometimes,” which is not acceptable when everything was confirmed.

Even worse, I was asked to provide MiFinity wallet screenshots, although I never selected that method.
I also made it clear that I only use a mobile phone, with no access to a computer, but I was still asked to submit documents that require a desktop.

Instead of helping me, I was constantly redirected and received inconsistent information from the support team.
All I want is to withdraw the money that I rightfully won, using a valid method.

I have saved all emails, screenshots and chat messages, and I’m ready to share them if needed.

Please help me resolve this situation as soon as possible.
If you need more evidence, I can attach it.
Please note that some of the screenshots and communication are in Romanian, as this is my native language and the default language of my account. I apologize for any inconvenience this may cause and I am more than happy to provide translations if needed.
Thank you,
Sergiu