BoGamba Casino - プレイヤーが賞金を受け取れずにいます。

i have been waiting on five separate bitcoin with withdrawals starting on October 23rd. The five bitcoin withdraws amount to $2120. I have been in touch with support and live chat more than six times now. they have told me each time that my with withdrawals have been "forwarded to their finance department", and three times they have marked it "as urgent". Now, today, when I got in touch with live support, I was told that it would at least be two more days, because "the finance department does not work, weekends". I'm starting to become very impatient, and very frustrated. I have photos of each individual withdraw, and the ID number belonging to the BoGamba. All of my withdrawals are still under the "pending" status.

Dear vancejt4,

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

okay, but i have had many successful and very quick payouts in the past. my account is KYC, and has been for multiple months now. please keep this case open, if possible.

i still have not received any information from the casino, or my funds.

the casino still has not updated me on my withdrawals.

still nothing from the casino

Dear vancejt4,

Have you received your withdrawal from the casino yet?

no, i have not received my withdrawal

Thank you for your reply, vancejt4. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

i have made many successful withdrawals before, and my account is KYC verified.

i’ve accumulated my winnings WITHOUT an active bonus

Could you please advise when exactly you made the least successful withdrawal and how many days it took to be processed? Did you use the same withdrawal method? If possible, please post a screenshot of your withdrawal history here.

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Dear vancejt4,

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.