Good day! I am contacting you again for help in resolving my problem with the Villento casino.
On December 7, 2020, I received a letter from the casino that my previously sent documents have been reviewed, verified and any withdrawals are allowed.
However, when I made a withdrawal request on December 11, the Casino did not provide a withdrawal option and stopped contacting. On December 17, the Casino announced that it was considering my request, and on December 18, it requested additional documents. These actions of the Casino were incomprehensible to me, because the documents had already been considered (I am attaching a screenshot of the letter from the casino dated December 7). Nevertheless, on December 28, I sent documents in accordance with the requirements of the casino (passport in the background of the site, passport and certificate, transaction screen). Only on January 05, 2021 the casino support service confirmed the receipt of my documents. On January 13, the casino reported that the withdrawal was denied and that the funds were returned to my casino account balance. On January 28, I sent an email to the casino asking them to change my email address in my account. After answering all the questions of the casino, on February 1, the casino confirmed the change of email. Then the casino again requested personal information, on February 10, I provided everything (name, date of birth, phone number).
Since February 10, I have repeatedly asked the casino to provide me with the opportunity to receive my winnings, but the casino stopped responding to my messages. I want to note that I wrote repeatedly from both the old email and the new one. To my regret, to no avail.
After the first filing of a complaint, I received a letter from you (I attach a screenshot) with information that the casino is still conducting a check. I contacted the casino, on March 10, 2021, provided all the requested information. Since then, the casino has not contacted again. In view of this, I am forced to contact you.
Please help me get my money in the amount of USD 3135.
