Giving me hard-time on withdrawal

I am a level 4 VIP at Paradiso Room (Raging Bull Casino)

Over the past 3 weeks I have been denied the ability to withdraw more than $25,000 in winnings.

Having previously made successful withdrawals from the casino I was surprised to be unable to withdraw my winnings on the 29th of July 2021. While attempting to make a withdrawal, I was denied the ability to do so as there was a request for further documents notification on the withdrawal page of the website which prevented me from making any transactions. I contacted customer support and took a screen shot of some of that conversation. I was told it was a clerical issue and would be sorted out within 20 minutes. It was not. I Subsequently Squandered my winnings waiting for the issue to be sorted. 4 days later, on the 3rd of August 2021 I won a $12,000 jackpot and had my winnings up to $18,908.72 (screenshot available) when I tried to withdraw it I was unable to do so as the issue had still not been resolved. I contacted customer support and was told it would be sorted out during that shift. Again it was not sorted and as I was unable to make a withdrawal I once again squandered my winnings. 2 or 3 days later I had my winnings up to $4,000 and was again denied access to withdraw it. This time when I contacted customer support I demanded to speak with a manager who informed me that the issue was due to the expiration date on my drivers license. My license expires on the 9th of December 2021. In Australia dates are written day/month/year and on my license the expiry date is written 09-12-2021. In the U.S.A. Dates are written differently with the month written prior to the day. This lead to someone thinking my I.D. Was close to expiring believing the expiry date was the 12th of September 2021 so a request for further documents notice was added to my account. Once I explained to the manager at the casino how dates are written in Australia, she apologised for the inconvenience and offered me a $1,000 dollar bonus chip as compensation. Although it came nowhere near the compensation I wanted, I begrudgingly accepted the offer as after some back and forth conversation I realised it was the most I was going to receive. By the 8th of August 2021 the request for documents had been removed and I was able to withdraw some new winnings totaling a little over $4,100 which I received in my account today. However, on the 10th or 11th of August 2021 I attempted to withdraw another win and again was denied the ability to do so as the request for documents notification was added to my account. Again I contacted the chat room at the casino and was informed the issue would be rectified shortly. It wasn’t. Today I had my winnings up to a little over $3,000 and when I attempted to make a withdrawal the request for documents notification was on my account preventing me from doing so. Once again I spent my winnings while waiting for the issue to be rectified. When I complained to customer support they again apologised for the inconvenience and offered me a $600 bonus chip. I declined the offer and the casino increased the offer to $1,000. I accepted the offer on the condition that I could withdraw the $1,000 immediately. However the offer came with a 20x play through requirement and 4x max cash out so I declined the offer and informed the customer service representative that I would be contacting the authorities. I have screen shots of this entire conversation. Since the 29th of July 2021 I have made over $23,000 worth of deposits. (Bank statement can be provided as evidence) The casino continued to allow me to make deposits and with the exception of a 2-3 day window around the 8th of August 2021 the casino denied me the ability to make any withdrawals of winnings which would have been at least $25,000 if I was able to make the withdrawal transactions at the time I attempted them.

While typing this complaint, I checked my account and surprise, surprise, after I informed the casino only a couple of hours ago that I would be taking this matter up with the authorities, the request for documents notification has been removed from my account. This shows how quickly the notification can be removed.

Can someone please help me with this issue.

Thank you.

Brett < surname removed >