Royal Vegas Casino - Run around my verification

I tried to withdraw $2000 last week. Few day after they ask me some documentation. I explained it to that one of the credit card that they ask was captured by the machine and no longer used. So I send them my bank statement which is show my bank card number. When I ask them last night they wanted me to ask the bank a letter saying that my card was capture. When I ask the bank they said they can't make me any letter such as that coz the statement will
prove that I owned the card and most of the card detail. This is frustrating to undergo this process coz this is a small amount not a million for god sake.

Dear @Sherine, the attached file was removed due to containing sensitive personal information (banking details). We would like to remind that this is a public forum and therefore, please make sure you will hide all these next time when attaching file to the complaint.

I thought my attached file won't show as public. I spoke to the manager last night he said that they can't help me get the withdrawal unless I send a letter from the bank stating that the card was captured. I went to the bank this morning they said they cannot provide such letter like that, the statement should be enough to prove that the credit card is not fraud.

Hi Sherine

I wish to apologise for the inconvenience and delays you have experienced while trying to withdraw your winnings.

Your withdrawal has now been released for payment and you should receive your winnings soon.

Regards

Fortune Lounge

Hopefully I will receive my winnings as I should have got it by now without any hassle that given to me by your staff.

I have received the money today.thanks

Complaint solved!