Urgent Complaint – Unreasonable Delay in Payout Due to Known System-Wide FICA Reset (User ID: ***5)

Dear Mpumalanga Economic Regulator Complaints Team, I am lodging a formal complaint against Portapa (Pty) Ltd t/a Supabets (Licence holder under MER). Account Details: User ID: ***5 Registered cellphone: [your number] Registered name: [your full name] Issue: Since approximately 20 November 2025, Supabets has had a widespread system glitch after a "upgrade" that has reset FICA status on thousands of previously verified accounts (including mine — I have been fully FICA verified for [months/years]). This has completely blocked access to the withdrawal section, even though I have legitimate winnings in my balance. Actions taken: Re-submitted all FICA documents multiple times via portal, email (***), and WhatsApp ***) Received only generic replies promising "an experienced agent will contact shortly" — no one ever does Live chat is useless and queues forever This is clearly a mass issue affecting thousands (see dozens of identical complaints on Hellopeter from 20–22 Nov 2025) This constitutes unreasonable delay in paying out winnings and possible breach of responsible gambling / licence conditions. I request: Immediate investigation and order for Supabets to release my funds Confirmation that my account is re-verified and withdrawals unblocked Any fines/penalties against Supabets for this systemic failure Attachments: Screenshots of withdrawal blocked / pending FICA Screenshots of generic replies from Supabets Proof of previous successful withdrawals (if you have) Copies of documents already submitted I am available on [your phone/email] for any clarification. Thank you — I trust MER will protect players as per the licence conditions.