Melbet Refusing To Let Me Withdraw My Own Money

I am writing as a Melbet customer using the iOS application, with account ID 1698251***, registered in Mongolia. For about a week now I have been trying to complete my verification, but my documents are not being approved and I only receive template email responses instead of a clear explanation. Melbet requested that I provide a medical document proving that I do not have a gambling addiction. I obtained such a document from my medical institution in Mongolia and sent it to them by email, along with images of myself in hospital as supporting evidence. Despite this, Melbet keeps saying the documents are not enough, without specifying what exactly is missing or what format or content they require. At this point, I expect Melbet either to give me a proper, detailed explanation of why my documents are not accepted and what exactly they need, or to return my remaining balance to my bank account. My total deposit is around 2,000 USD and my winnings are around 1,000 USD. If they do not want me to gamble on their platform, I find it unreasonable that they continue to hold both my deposits and winnings without providing a clear justification. I request that Melbet review my case carefully, stop sending only template replies, and either accept the medical documentation I have already provided or clearly state, in detail, what is required, and if they still refuse, that they promptly return my full balance to my bank account.