Account got locked and they won't tell me why

Cuando abrí la cuenta en el casino, la abrí con mis datos antiguos, dirección y ciudad, por temas familiares tuve que cambiarme de ciudad y cuando intenté hacer un retiro en el casino este me pidió comprobar identidad y domicilio, no tuve problemas con mi identidad pero obviamente mis datos de domicilio no coincidían con los de mi cuenta porque me había cambiado, ellos aceptaron mi cambio de domicilio pero No así el documento para comprobar mi nuevo direccion. Me han pedido un montón de documentos les expliqué que en todos los bancos que mantengo cuenta No me dan ese documento que el casino pide porque el banco No trabaja con ese formato, el resto de documentos todos me llegan vía email. Les pedí que porfavor me dieran opciones para poder acceder a mi cuenta la cual lleva cerrada aprox un mes desde que ellos no aceptan mis documentos, en el chat de el casino me han pedido en varias ocasiones documentos y luego se enviarlos nuevamente vuelven a rechazar y así llevo muchos días, tengo capturas de pantalla de conversaciones con ellos donde dice los documentos que piden tenfo email míos donde envío todos estos y todos son rechazados. El trámite ha sido súper engorroso y molesto porque llevo tiempo intentando acceder a la cuenta para poder sacar mis fondos!

No son capaces de responder como debiese ser!!! pésimo servicio de ellos .

Envio algunos archivos que respaldan lo que digo.

Hi, I played on the site Jackpot city, and won $700. I made the withdrawal on the 22nd April jackpot said my funds had been released on the 24th April to my bank account. I waited few days for the funds to show in my account which have not and still have not shown.

I was provided with a UBR/reference number, however my bank has been unable to locate or trace any incoming transaction connected to this payment. This has caused me significant concern and inconvenience.

On the 8th they requested I send through a bank statement which I provided showing the funds did not show in my account. Multiple agents had told me the payment was processed and another agent told me funds were sitting with the payment team and he was going to escalate and get them to release the funds.

He also advised I send an email to them regarding the situation so I did. I requested them to check the email and they said they hadn't received any information from me or documents to support the matter. And that the funds had been processed every time I've contacted support they kept saying they've escalated the situation and you'll hear back from the team in 24-48 hours. It's been 7 days and no one has contacted me. I asked if there could be any reason why the funds aren't being released. They said no they couldn't see anything and that the funds have been released.

I said if the funds had been released, could you provide me with a transaction number or MT103? They said they were unable to provide me with that information and just sent a UBR but my bank wasn't able to trace this.

This morning 15th May I contacted support again and same story the funds have been paid into my account on the 24th it's become frustrating and misleading now it's been well. Over three weeks since I've received my winnings and I feel like it hasn't been escalated or anything is being done about my matter. Are you able to help in any way?

I made a withdrawal on Jackpot City on March 24. It usually qualifies for express withdrawal, which should be credited within the hour (via Interac). But after a few days, there was no sign of the funds ($700). I contacted them, and they said it is being reviewed. And it will take up to 48 hours.

It’s been more than a week, and when I contacted them again, I was told that it is still being reviewed with no additional information about the reasons for the delay. I had since attempted another withdrawal of $1000, and it also had the same issue.