Redemption delays and conflicting information

I am writing this regarding the ongoing issues with my redemption requests and the conflicting information I have received from support.

I have followed up repeatedly and have only received repeated responses stating the same thing or referencing “that is how automated systems work,” without anyone properly addressing the actual issue. I was originally told that there is a 24-hour waiting period between redemption submissions. I was also told several times that my playthrough was in good standing and that I had already completed everything required to redeem. I was specifically told that my playthrough was not the reason I could not cash out.

In the beginning, I was told the issue was simply the system resetting after a prior redemption. I was then told that if I made any deposit, it would automatically reset the system and allow me to submit my next redemption. Based on that instruction, I made a deposit in good faith, expecting to be able to redeem my next $100. That did not happen.

At this point, the redemption requirements appear to have changed multiple times since I first won this money and began attempting to cash out. I have made every effort to comply with the instructions I was given, yet the issue remains unresolved.

My timeline is as follows:

July 8, 2026, 8:41 PM: Deposited $30.

July 9, 2026, 4:14 AM: Deposited $10.

July 9, 2026, 5:03 AM: First redemption request for $100 was declined, with support stating that my bank rejected the deposit.

Even though the redemption was declined, I was told I still had to wait 24 hours before trying again because the system treated it as if I had redeemed.

July 10, 2026, 2:23 AM: Submitted another redemption request for $100.

After waiting the full 24 hours, I was still unable to submit a new redemption request. The option was not available.

I contacted support and was first told the system sometimes takes time to update.

I was then told again that my playthrough was not the issue.

I was also told that making another deposit would reset the system.

I followed that instruction and made another deposit.

July 12, 2026, 12:34 PM: Deposited $5.

Even after that, redemption is still not available.

As of today, it has now been not only 24 hours but 48 hours since my last redemption attempt. I have also played through enough money to cover hundreds of dollars in promo funds, not my own deposited money. There should not be playthrough requirements on my own deposited money unless I used a bonus or promotion.

This situation has been extremely frustrating. I have received conflicting information, repeated delays, and no clear explanation for why my redemption is still unavailable. I am requesting a full review of my account, a clear explanation of the current redemption status, and an immediate resolution to this matter.

Sincerely,

<full name removed>

P.S I tried uploading all of my screenshots and conversations and all, but it will not work.