Dolly Casino - プレイヤーの撤退が規定の期間を超えて遅れています。

I have been trying to withdraw my winnings for more than 7+ business days now. Their website says 1 - 3 business days, customer service say 3 to 5 business days. Customer service have advised I do not require any verification and that my withdrawal is delayed. This is my first withdrawal from them and I have not cancelled the withdrawal at anytime (if I did then it would reset the withdrawal timeframe) Please help. I am getting conflicting answers from customer service as to why withdrawal is delayed for more time than their website states.

Dear jasminehenry1986,

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 the 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,

Dominika