Impossible to withdraw winnings. No decent response at all.

Great games, but the most awful customer service, the responses on the customer portal are lacking in information. I have been trying to make a withdrawal for 3 days, all documents sent to fica@yesplay. I am unable to withdraw and nobody will give a turnaround time for the verification process. "Kindly note that we sincerely apologize for the delay in approving your banking verification requests. We understand the importance of timely and efficient service, and we regret any inconvenience this delay may have caused you. Rest assured, your verification will be processed to you in due course." I have never experienced such a long wait for a simple verification. The bank account is the same one used to deposit.