Yesplay delay tactics????

My sister in-law has requested a withdrawal for part of her winnings, her bank account number wasn't being recognized by the app. She contacted Yesplay and was told to provide her ID, Bank Confirmation Letter and a Bank Statement along with here mobile number. After an afternoon at the bank and sending the email yesterday, Yesplay have requested a selfie with her ID. She did this. Yesplay also requested a statement for July showing a deposit onto her Yesplay account. (You can see on your side no deposit was made via her bank.) My sister in-law has only ever bought vouchers at Checkers. Yesplay are now asking for a tilpslip as proof of purchase. (What?) She provided everything they requested of her and is now being stoned walled. How do you get a slip from Checkers reprinted when you're not sure of the date and time you where there. Poor.