Tez1984,

Good afternoon. Latest updates from last week was that our Support did indeed reach out and it seemed to have been an understanding on what documentation was missing and valid for resolving this situation.
Apparently there still seems to be an issue with the documents provided so I'm back to intervening in order to facilitate communications and this process.
We will not drop following up the case until its resolution, however, to respect due confidentiality, all updates will be communicated directly to the player, and once resolved we will update it here for your own validation so the case can be closed.
Once again, we do apologize for the inconvenience this has caused.

Hi Tez1984,
We are definitely not pleased with the delay on a resolution for this case.
I'm in contact with your partner and the respective departments to acknowledge and prioritize this matter to get to the bottom of it.
I'll reply back soon.

Hi Tez1984, 

We've reached out to your partner and our Payments team has been in contact regarding information needed to get this case solved.
I will keep following up to assure that it's done as soon as possible.
Thank you!

Hi Tez1984,

Please for confidentiality and data protection, please provide the account details by sending us an email to: player.support@branders.rocks

We will have investigate,  liaise with the payments team and we will come back to you on this.
Thank you in advance.

Hi Tez1984,
We apologize for the late response. 
I will make sure due diligences will be taken immediately. 
If you consent and are able to provide privately your account username, we can identify the issue internally and one of our representatives from Casilando will get clarity on this subject and get back to you shortly through private communications channels.
Once again, thank apologies for the inconvenience.