Lucky Days Casino MX - 決済が遅延しているとのクレームがあります。

I made a welcome deposit, played and hit a Jackpot and they took away the rollover or bonus, according to this it is already a net profit but their support chat is very bad, they take hours to answer in other casinos the verification is immediate I don't know why they take so long here, it says a problem with the verifications (1 day for that or even more) they respond via email and apparently they are giving you a solution but all I see is that they do nothing or that they don't want to verify me that bothers me because then what do I do, I already deposited and played for that they are attentive, but to answer questions they are not there

Realice en depósito de bienvenida, jugué y pues le pegue a un Jackpot y me quitó el rollover o bono, según esto pues ya es ganancia neta pero su chat de soporte muy pésimo, se tardan horas en contestar en otros casinos la verificación es inmediata no se porque aquí se tardan, disque un problema con las verificaciones ( ¿1 día para eso o hasta más) te responden vía correo electrónico y según te están dando solución pero pues nada más veo que no hacen nada o que no quieren verificarme me molesta eso porque entonces que hago, ya les deposite ya jugué para eso si están atentos, pero para responder dudas no están

Dear RobertFdez,

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

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We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear RobertFdez,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear RobertFdez,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru