Delays with verification

Dear sir/ madam
I have played at Mr Bet casino for over seven years. I never won anything until last year 2023 in December that I won some money.
I quickly requested a withdrawal but was rejected because it f the verification process. They rejected my withdrawal because they said I had not verified my account. I quickly sent the necessary documents to get my account verified on the 18th of December. I also changed my address because I had moved house, and since you cannot change your address in the Mr bet website as other casinos do, I requested a form from the person who was chatting with me and she provided one. I filled the form and sent everything to them. I could see that all my documents were in the green and that after the first rejection, everything was ok finally.
I kept waiting and waiting but to no avail. The verification process had stopped. I contacted the department many times and they told me that they were working on it and that within 24 hours, everything was going to go through. I waited four days again and nothing. I was talking to them and they told me eventually that it was the address changing process that takes time. I was stunned. Address? I thought because it’s one of the most simplified schemes in all the casinos I know of. I waited and waited. My documents all show green but I was told that the address was still not done—that it was another department that was responsible for that. I was told that they were going to write to the department for quick response to the process but nothing happened. It’s now been fifteen days and I have not seen anything. I began playing again a few days ago but later decided to suspend my account because was not seeing anything positive about my withdrawal request. It all sounds strange because in my twenty years of gaming, I have never been treated like this. I cancelled the old withdrawal request and made another one with a larger amount. Still, there’s no improvement with the verification because according to the staff, the department that was supposed to change my address had not done so. I told them today that I was no longer going to wait anymore and that I was going to contact the authorities through you. I am saddened that this is happening after playing there for eight years.
I need this matter resolved. I know that something is to be worked out somewhere and I trust that this matter be resolved amicably. I can’t wait for fifteen days to get my address changed so that my account can be verified and I can withdraw some money. That is surely not acceptable, that’s why I contacted you.