Hugo Casino - KYC process

On the 31/8, i won about 5k euro. I then proceeded to make a withdrawal and freeze my account for a week.

I have used my online bank called Lunar, where i have a virtuel credit card. This credit card only exist virtually.

On the same day i requested my withdrawal, i Got an e-mail from the KYC-department at Hugo casino. They wanted physical real Life colour pictures of my credit card.

I told Them these pictures they are requesting do not exist, it is an online virtuel credit card.

Fast forward to yesterday, the 7/9, i have sent 6 e-mails, to both their support e-mail and KYC-department. I have not received any response at all for how their are going to proceed with the process.

Now yesterday, the 7th of september, i won another 5.600 euro. I then requested a new withdrawal, and would you believe it, i receive the exact same e-mail about my credit card as i did a week ago.

How i am supposed to work with This? I have read online that they drag the process out for a month, and then deactivate your account after a month because you havent provided Them with the necessary documents.

I am really Running out of time here.