Wont accept my bank statement

I have tried multiple times to withdraw $2200 and have had no luck and no timeframe. It’s been a week now and I have asked repeatedly if I need to provide more info, they said no for two days then said I need to verify again because the amount is large. I do that, get verified then am told I need to wait more. They have not provided me a timeframe and keep saying to wait then to request again to another method. I’m confused and would like this resolved asap. They have otherwise been very good except for this issue and I’m not getting many answers of when it will be resolved.

I requested a withdrawal 10 days ago after depositing 100€ and receiving a matching bonus. I fully met the wagering requirements and my KYC was verified long ago. Since then, I’ve contacted customer service almost daily, but nothing has progressed. A 10-day delay is completely unacceptable and reflects poorly on your service. I expect a resolution immediately, as this prolonged wait is causing unnecessary stress and undermines trust in your platform.

Heres the case. I started to play at ultra casino 27.10.2024 on sunday. I made 20-100 euros deposits and total amount of 542 euros. In the last deposit of 20 euros i won 500 euros. I made withdraw and waited moneys for four days and then 31.10.2024 i wrote to ultra casino chat whats going on. They said that they have closed my account and refused to pay that 500 euros. Reason was that i have closed permanently sistercasinos of Ultra before. I didnt know that.

They agreed to pay me back that last 20 euros deposit but not anything else. In the first place how come i am able to deposit money that casino at all if i have closed sister casinos? They should have paid me back all those deposits 522 euros. That is everything that i made deposits after i have closed their sister casinos.

I do understand that dont pay me that 500e win but they should pay me back all my deposits 522 euros and not just that last 20e deposit. Because i have closed permanently their sister casinos before. And i asked about this on Ultra Casino chat multiple times but they just said that they dont pay me back all my deposits, only the 20 euros.