Delayed payment

I submitted my withdrawal request on the 18th. May and all the documents needed for identity verification required by the casino. I asked Veronica on live chat if I had fulfilled the wagering requirements and she said that I had. When I checked the field for the withdrawal option, there was none. The withdrawal amount is 150 euros from the fulfillment of the wagering requirements. It was the maximum amount to be cashed out after fulfilling the wagering requirements. I also contacted Meg in chat who told me she didn't know anything tand that I had to always write to accounts.Firstly, there was something wrong with my bank statement, it had to be in color. I explained to them that the bank only sends me the statement in balack and white.
then I asked them about the withdrawal request and they said that they were working on it. In the meanwhile I contacted Aileen Smith who works in accounts about this. Then they called me me for identity verification and that checked out. I was tod I had to wait for more processing fron the accounts department. today I received a letter from Jane Hernandez stating that I didn't submit the request and that she didn't even know if I had fulfilled the wagering requirements. At that point I thought the whole thing was a joke. The reference number for my withdrawal request is 2609155.
Can you help me with this problem?