Bitbook Casino - プレイヤーが賞金を受け取れずにいます。

I made a win of 2850 at Boo casino, I fulfilled the rollover I made the deposit they asked me and when it came to paying me they canceled the payment and confiscated my winnings they said that I played irregularly I asked them to send me proof of the bets made irregularly and not presented me confiscated all my winnings.

Fiz um ganho de 2850 no Boo casino, cumpri o rollover fiz o depósito que me pediram e na hora de me pagar cancelaram o pagamento e confiscaram meus ganhos falaram que joguei de forma irregular pedi para eles que me enviasse prova das apostas feitas irregulares e não me apresentaram confiscaram todos meus ganhos.

Dear ebarbosasilva1984,

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

I sent all the documents and it just wasn't the reason they didn't pay me

Enviei todos os documentos e simplesmente não foi o motivo de eles não me pagarem

Dear ebarbosasilva1984,

Have you received your withdrawal from the casino yet?

Dear ebarbosasilva1984,

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.