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Won this after wagering requirements and wont pay out

Dear Frances,

Thank you very much for submitting your complaint. I’m sorry to hear about your issue. Please could you confirm that you have completed KYC (verification) process successfully in the past? Additionally, could you forward me a link of the bonus that you have played? Thank you very much in advance. Looking forward to hearing from you.

Best regards,

Petronela 

Dear Frances,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.