Yesplay.bet unhappy customer

I won a big amount on yesplay and they restricted me from withdrawals they requested my documents which I have sent through. I made several follow ups on Friday and monday and Today 18 march 2025 and they keep telling me the same thing to be patient but no feedback is given I am still unable to withdraw my winnings and I am worried that they will not pay out my winnings.

I have requested 3 times to speak to someone senior or in accounts and they told me I can only speak to an agent. The different agents I spoke to also told me that they have made follow ups yet they can't give me any feedback. I just want to withdraw my winnings.