20Bet Casino - カード検証の問題により、プレイヤーの引き出しが遅れています。

I have deposited with a prepaid card and withdrawn easily in the past on this website, now they are asking me to confirm the prepaid card is mine and not fraudulent. I have shown them everything the receipts even the packaging of the prepaid, but they refuse to continue because it doesn't have my name on it. These prepaid are from Vanillaprepaid, they don't do names. It's physically impossible to show something with my name because they arent registerable. I've called customer support from Vanilla and they have told me they cannot do anything about this issue. What is my next step please help

Dear sorrowbringer,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Could you please clarify how you purchased your prepaid card? Did you buy it using your bank card, or was it purchased with cash? If you bought it with funds from your bank account, would it be possible to provide the casino with a bank statement showing this transaction?

Additionally, could you kindly forward me all communication with the casino's customer support regarding the unsuccessful verification of your prepaid card to veronika.l@casino.guru?

Lastly, have all your other identity documents been successfully verified?

Thank you in advance for your cooperation.

Best regards,

Veronika

Dear sorrowbringer,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.