On 04/07/24 I made a redemption request for $5,000 and on 04/08/24 I was sent an email that my account required additional verification with instructions on how to submit documents to do so. A deposit limit of $200/day was placed on my account while pending verification. I submitted the requested documents to the provided link on 04/08/24.
On 04/13/24 I made another redemption request for $1,000 and another on 04/14/24 of $1,000. I spoke with a customer service representative the next day to check in on the progress of my verification and was told that I should hear back within 24 hours. I was also informed that my redemptions would not be processed until my account verification was completed. After the 24 hours passed and I did not receive a response nor was my account verification completed, I reached out again on 04/16.
After explaining the issue of my verification still not being processed and my redemptions still being held, I additionally requested a transaction history due to what I thought was suspicious activity on my bank account. During that conversation I was emailed a copy of my transaction history and also informed that my verification was complete and my account deposit limit would be lifted within 48hrs.
After explaining my frustration with the delay and explaining that it was previously stated that my account limit would be lifted immediately upon verification completion, the representative told me my account needed to be locked until my bank could verify that the suspicious activity was not fraudulent charges. I asked how to let them know once I resolved the issue to which I was told I could reach out via chat or email and after that my account was locked and has been ever since. I cannot access my account to contact anyone via chat so I have emailed multiple times since 04/17 without any contact back. My bank cleared the situation, there was just confusion of the dates of purchase and the delay in payment processing.
I am at a loss being it has been 7 days since my first attempt to have my account unlocked and 17 days since my first redemption request and no one has returned my many attempts to get answers outside of an automated response stating to allow 48 hours for a response from the time a complaint is submitted. $7,000 is held up and I am at a loss of how to get access back to my account to continue processing them and claim my winnings.
