I submitted two payout withdrawals in the amount of $1000 each on May 7, 2020. I was taken through an identity verification process which had successfully been verified by HooYu. I submitted all required and necessary documents to the casino via firstname.lastname@example.org and received a ref# 6525618. On May 10, 2020 i chatted with Edgar V from the casino support who stated that my account has been fully verified but I needed to complete an additional step of verification because i deposited with bitcoin. I submitted the required document the same day.
On May 12, 2020 i contacted casino support to confirm that I've done everything properly and to find out the status of my withdrawal. I chatted with the casino manager Anabelle Wallis who assured me that my withdrawals were in pending now and that this is my first withdrawal so it takes a little longer than usual. Anabelle stated that she noted my account with updates of my bitcoin wallet address where they will deposit my winnings.
On the same day after I've completed the necessary steps to process my withdrawals, i continued to play with my account and had some problems making a deposit so i contacted support to help me with the problem. The chat took an unexpected turn and my casino access were revoked and now I can't access my account to check the status of my two withdrawals in the amount of $1000 usd each.
This is frustrating and I don't know what to do. A friend of mine suggested I reach out to you for help. I have emails and chat transcripts for all interactions with CoolCats.