Monsino Casino - プレイヤーが賞金を受け取れずにいます。

I cashed out after winning, and I used the instant bank transfer method. Money was approved and, according to the casino, immediately sent to my bank. The only concern is that I have not yet received the money in my account even though it has been several hours since the withdrawal.

also add that the motto "instant bank transfer" is a method that takes a few seconds until the money should enter my bank account. Instant payments are credit transfers that make funds available in a payee's account within ten seconds of a payment order being made.

There was also an error message just when the withdrawal took place. but this is claimed by the company which means pp that the money has been sent to my bank account.

Because I asked several questions about my withdrawal, the company has locked me out of the chat and now I can no longer chat with them. also take into account that I was not rude but said that I miss my money and sense uncertainty about this.

Also add that the company itself advertises that withdrawals with instant bank transfer take 2 minutes for the money to reach the owner. That's exactly why I played with them in the first place.I ask to report our conversation about what my money is since they refuse to answer me

Dear Mike19,

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 Mike19,

Have you received your withdrawal from the casino yet?

Dear Mike19,

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.