This company has not sent me any evidence via e-mail in spite of their claims which of course is like I expected.
I don't know why you are experiencing that problem. I don't have any issues with them since I played with betballer. Just wait for their response and you'll be fine soon.
I'm looking into the casino today. This is the casino whose terms are vague, they offer 2 kinds of casino bonus, but one is general deposit bonus, the other is for VIP bonus, they don't claim the terms that the difference between them, and the difference between general user and VIP user.
BTW, cash-out feature is awesome.
I tried playing with them and their support is quite good enough I need to inform the support before cashing out to approved my request.