Blaming it on technical issues but nothing formal information given

I would like to make an official complaint towards Regent Casino in relation to withholding my funds, poor communication, and poor verification procedures.

On 29th April 2020 I registered on regentcasino.com and I deposited £5,000 into the account. I subsequently won £10,250 and requested to withdraw all the funds from the account (total amount £15,250).

I was promptly informed that due to unusually large deposits on the account that my account would require additional verification which can take at most up to 2 weeks.

I submitted all the required information the same day (29th April). On 14th May (more than 2 weeks later) I was emailed and requested to provide documents that I had already sent previously. At this stage not only was the verification process past the 2 weeks window but I was still being asked for documents (that were already provided).

This service is not acceptable. It is now 5 weeks since I requested to withdraw from the account and my very large sum of funds are being withheld from me.

Throughout this whole verification process I have been unable to discuss the status of my account with anyone other than the general support staff which are not able to tell me much. I have had no response to the direct emails I have been sending to the care@r¬ege¬ntc¬asi-no.com department where my account is being reviewed.

I also filed an official complaint with them and have not received a response as to how they will look into the complaint, further adding to my frustration around the lack of communication.

Last week I was told my account was "closed by management" and a reason was not given to me. I am not able to speak to anyone who is able to update me on the account. The service is completely unacceptable.

I am searching for an answer to why I cannot withdraw my £2629 from Regent Casino which I requested a withdrawal for on 29 April I have contacted Regent several times between chat and email and keep getting told that the account is undergoing a routine security check. I have volunteered if there are any extra verifications they wish for me to make, which they have reassured me there is no need for. My latest response from Regent Casino is "We can only see it is not under ongoing routine security check by our Compliance team. We need to wait for the update, you will receive an e-mail with confirmation on your withdrawal process" recived on 27 May.

Deposited at this casino using paysafe card. I won and made a withdrawal of $550. All documents were sent in right before I requested the withdrawal. This withdrawal has been sitting in my account with a pending status since the 9th of May. It is still reversible. Website clearly states that after 48 hours in pending, the withdrawal will go into processing and cannot be reversed. This has still not happened. I have sent countless emails which are now being ignored. I spoke to someone on chat last week and was told "don't worry they will pay you next week".

I spoke to chat today and this is what is was told:

Kindly be advised that we have had a very large number of winners recently and our payments team are working very hard to process every request. This may cause a delay in processing your documents. As soon as we have an update regarding your cashout you will be contacted.

The agent them proceeded to tell me that i should have used Ecopayz. I asked if he had any idea when I would get an update regarding my cashout and was told no. I'm extremely frustrated at this point. Seems like a stalling tactic to me. PLease help.