Investigation Request Missing Winnings, 888Starz Account Access Issue

My name is Moussa Sa*** and I am the holder of the Orange Money number +221 78 8** 52 6*. My 888starz account ID is 1705201***. I registered and started playing on your platform from Senegal on 16 June 2026 and made numerous deposits between 16 June and 1 July 2026. During this period, I encountered serious problems, especially while playing the game “Gates of Olympus,” which have caused me a significant financial loss. While playing, the game frequently froze for several seconds during critical moments. Whenever I obtained big wins or high multipliers, the corresponding winnings were not added to my account balance. Bonus rounds and free spins often ended or restarted suddenly before the winnings were applied. In several cases, the game page closed or refreshed by itself immediately after a large win, and when it reopened, the round resumed with a different result and the winnings I had just obtained disappeared from my balance. I continued playing despite these issues and won multiple times, including a large win of approximately 400,000 CFA in a single round, as well as other high amounts that I could not fully count. However, these winnings were not properly reflected in my balance. Overall, I estimate that more than 600,000 CFA in winnings and remaining balance is missing or was never paid to me. During all this time I did not make any successful withdrawals; all of my funds and winnings remained in the account. On 2 July 2026, after noticing that my winnings were still not being correctly credited and that my balance did not match what I had won, I contacted your customer service. I explained the situation, including the repeated freezing of the game, the disappearance of winnings and the interruptions during bonus rounds. Your representative asked me to continue the communication by email and requested that I send a photo of my ID together with the current date written on a piece of paper. I provided the requested ID photo as instructed. For further verification, I have also attached clear photos of my identification document, front and back, as requested. Despite fulfilling these verification requirements, my problem has not been resolved and I still cannot properly access my account or my funds. Unfortunately, I am now unable to log in at all because I do not receive any 2FA verification code that is required to complete the login process. I am extremely concerned that my winnings and balance have been removed or blocked without a clear explanation. I therefore kindly request that you urgently investigate my account and the technical problems I experienced, including the approximately 400,000 CFA win that was never credited and the other winnings that disappeared. I ask you to review my full gaming history and transaction logs for the period between 16 June and 2 July 2026, verify whether any withdrawals or transfers were made from my account and by whom, restore my full access to my account or clearly explain the reason for any restriction, and provide a detailed written explanation regarding the repeated disappearance of winnings, the interrupted bonus rounds, the game restarts after big wins and the failure of the 2FA system to send verification codes. I expect a prompt and transparent response and the immediate correction of my balance and payment of all legitimate winnings that belong to me.