Thank you for bringing this matter to our attention and I do hope you are well.
With the email address provided via Ask Gamblers, I have been able to locate an account and I have taken a look at this matter. Upon investigating the account, I can see that the withdrawal process has been delayed due to various identification documents having been requested from various parties as the account was not operated solely by the account holder.
Due to the multiple breaches of our Terms, including payment methods being used which were not in the account holders name, this matter has had to be reviewed thoroughly. As I'm sure you can understand, we have to ensure that incidents such as this are reviewed closely in line with our anti-money laundering policies in order for our company to remain compliant with our gaming license requirements.
From the latest update, I can confirm that we have been in touch today to request some final details in order for us to move forward. If you could kindly reply with the requested information at your earliest convenience we will endeavor to move swiftly forward with your withdrawal request.