Randall

"I am updating this complaint to confirm that the issue is now resolved. Shortly after posting this, a senior manager reached out to me directly via email. They apologized for the poor live chat experience and explained that the 12k jackpot triggered an automatic security hold for manual verification by their risk department. My account logs have been fully reviewed and the restriction is lifted. My 12k winnings are intact on my balance and I have successfully requested my withdrawal. I am closing this case."