Betonline Trying to avoid paying out

I won $350 playing slots on betonline. The game was Luma Bay Heist. After submitting id verification multiple times through shufti and coming back as verified, sending a video of myself, having to convert it from mp4 to mov because they "couldn't get it to work", battling back and forth for days, it finally gets approved to cash out. Even gets processed. Fast forward to 2 hours later, i get an email saying my documentation does not meet the required criteria and they'll have to review it. Sounds 100% shady to me. I even have screenshots of the payout approved, payout processed, and of shufti that show my id was verified.

I've used betonline.ag for sportsbook and haven't had any problems. Sometimes these withdrawals are cumbersome.

File a documented complaint here if you haven't already.

Hi.

I understand why this seems shady to you. On one hand, the casino tells you that you are already verified, and then later you find out that you apparently are not, because they say your documents do not meet their requirements. That is definitely a frustrating and confusing situation.

Is there anything specific that the casino is asking you to submit now, or what exactly are they requesting from you?

Also, how long has this whole situation been going on?