1win Casino - プレイヤーが賞金を受け取れずにいます。

Good morning, I hope you can help me please, I got to know this casino because of the games like lucky jet and aviator, I started putting in a little money that I later lost gambling, having lost 2 million pesos in the casino, I decided to put another 5 million more to recover the 2 lost and make some profit which was the case, I have tried to withdraw my money by various methods such as the banks of my country which is Colombia, also through cryptos but the result is always the same, after a short time After having sent the withdrawal request, the money returns to the 1win account and never reaches my bank account or my digital wallet, I have spoken many times with the advisors but they do not give me a solution, they just tell me to keep trying, I need help because I really feel sad and desperate, it's my life savings that I put in with the hope of recovering and earning something, I don't want the earnings, I just want my deposited money back, please help me

Buenos días, espero me puedan ayudar por favor, conocí este casino por los juegos como lucky jet y aviator, empecé metiendo poco dinero que luego perdí apostando, al haber perdido 2 millones de pesos metidos en el casino, decidí meter otros 5 millones más para recuperar los 2 perdidos y hacer algo de ganancias lo cual así fue, he intentado retirar mi dinero por varios métodos como lo son los bancos de mi país que es colombia, también por medio de cryptos pero el resultado siempre es el mismo, al poco tiempo de haber enviado la solicitud de retiro, el dinero vuelve a la cuenta de 1win y nunca llega a mi cuenta de banco o a mi cartera digital, he hablado muchas veces con los asesores pero no me dan solución, solo me dicen que lo siga intentando, necesito ayuda porque de verdad me siento triste y desesperado, son los ahorros de toda mi vida los que metí con la esperanza de recuperar y ganar algo, no quiero las ganancias, solo quiero que me devuelvan mi dinero depositado, por favor ayúdenme

Dear Carlossoto07,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Carlossoto07,

Have you received your withdrawal from the casino yet?

Dear Carlossoto07,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.