Duelz Casino - プレイヤーの出金が遅れている。

I have two pending withdrawals from this company and have submitted all of the required documentation to verify my identity. Comms from the company have been quick up until its time to pay. I have sent two emails with no response, when the withdrawals should only take 1 hour according to the site.

They also have live chat mentioned on their site, with absolutely no way of connecting to an agent. The help button is also only stating that I have a withdrawal pending, and an email address for all other queries.

This is seeming more and more like a scam - pay me my money.

Dear Guruuser123,

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 Guruuser123,

Have you received your withdrawal from the casino yet?

Dear Guruuser123,

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.