Needed to KYC verify but now I am login restricted

I made a withdrawal request after receiving a jackpot, contacted customer service to let them know I made the request. Was told I would be emailed, in which I promptly took care of with verifying my Bitcoin address. Thanked the agent helping me, asked if that was ”all for now?", was told yes and everything was fine.

Received another email stating my request was denied due to the need to do the KYC verification. No problem, I go back and ask the same agent what that meant/how I go about it, and he sent me the link to upload my id documents.

I thanked him again and again, promptly completed the verification.

Upon closing out my open windows, I noticed that my ID was infact expired. I immediately went onto the License Renewal website and paid to renew my ID.

Following the confirmation of my renewed ID, I went to go back onto the Brango app to speak with a customer service rep again about my updated documents, but was not able to login, and now have an error message of Login Restricted.

Confused as to why I'm all of a sudden locked out of my account, I comb thru the Brango website(which I have already done a few times just out of pure curiosity), in hopes of finding a way to contact someone who can help answer why I am not able to login now, as well as where I can send my renewed ID documents.

I tried a few phone numbers, all non working numbers, and emailed suppor­t@b­ran­goc­asino. Was responded to by Walter just a few min later, who was very nice and helpful, with quick responses. He stated that I would be able to log in again after the verification is completed. And that I could email my renewal documents to docume­nts­@ca­sin­obr­ango, in which I again, promptly sent over the initial documents again, as well as my proof of renewed ID. Was sent a response, immediately, stating
"Hi,

Thank you for contacting us. Rest assured that we have received your email and will respond to you promptly with the information you need.

Thank you,
Casino Brango"


As of right now, I've heard nothing back from any department at Brango, cannot login to my account still, and have no other way of communicating with any member of the casino, to even just make sure there isn't anything else I need to do, let alone get a status update.

I realize that it may take a little bit to get through the many requests/ID verifications, which is totally fine, but to restrict my login for no reason that I am aware of, I just can't seem to understand that.

I am very thankful for the time and help that anyone puts towards my current issues/withdrawal requests, and definitely don't want it looking like I'm trying to bash anyone or even Brango Casino, for that matter, I would just like to be given a chance to fix what I need to, if anything, or proceed with my request, if all items have been satisfied.

Thank you in advance to Ask Gamblers, for taking the time to address my concerns, and also to Brango for taking the time to respond as well. You're both greatly appreciated!