Problem with verification and bad contact with service

I want to file a complaint against Imperial Wins Casino. They're preventing me from completing verification. I think it's because I have money to withdraw. The casino requires a photo of my Visa card for verification. However, I made the deposit with a virtual Visa card. I notified the casino of this by email. I sent all the required documents. However, my verification is incomplete. The casino either doesn't respond or replies with the same form over and over again, asking me to send a photo of my Visa card. Oddly enough, you can deposit with Jeton, but they require Visa card verification. They responded to my complaint by saying they'd respond, and that's it. This has been going on for several months.