I hope you are well. I am writing as a long-time VIP client (email: b**************@gmail.com) regarding a serious issue with my withdrawal. After achieving a balance of US$280, I submitted a withdrawal request. Immediately the system required me to complete identity verification. I provided all requested documents promptly. Nevertheless, my verification was rejected without explanation, and despite contacting your customer support repeatedly over approximately 10 days, I have received no reply or update.
Prior to now, I never encountered any issues with withdrawals. I find this lack of transparency and support unacceptable, especially for a VIP client. The delay and the absence of communication have caused me significant frustration and financial uncertainty.
Given the published withdrawal policy — for example, full verification is required before funds can be withdrawn.
— I request the following:
A clear explanation of why my verification was rejected and what is still required.
Immediate completion of the withdrawal process of my entire balance (or a detailed status update and timeline).
Assurance that in future, your withdrawal & verification processes will adhere to timely, VIP-level service with transparent communication.
Please treat this matter with urgency. If I do not receive a satisfactory response or resolution within a reasonable time, I will have to consider escalating the issue, including filing a complaint with applicable consumer protection authorities.
Thank you for your prompt attention. I look forward to a swift resolution.
Sincerely,
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