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

I'm trying to make a withdrawal in the amount of 530 plus the hell spin platform is asking me to confirm my identity and send proof of the bank account, I sent all possible proofs and they just say that my account was not validated, but for me to deposit on the platform they didn't ask for validation, I played with real balance, I didn't have any bonus, my first deposit on the platform was in the amount of 70RS, and the second in the amount of 30RS on 12/01/2022

Eu estou tentando fazer o saque no valor de 530 mais a plataforma hell spin está pedindo pra eu confirmar minha identidade e mandar comprovante da conta bancária, mandei todos comprovantes possíveis e eles só dizem que minha conta não foi validada , porém pra eu depositar na plataforma eles não pedirem validação, eu joguei com saldo real não tinha bônus nenhum , meu primeiro deposito na plataforma foi no valor de 70RS, e o segundo no valor de 30RS no dia 01/12/2022

Dear luismikael31,

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 luismikael31,

Have you received your withdrawal from the casino yet?

Dear luismikael31,

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.