Rocket Casino - プレイヤーが賞金を受け取れずにいます。

I requested a withdrawal of 1000 Euros and received an email confirming this. I played again on Sunday, 12/08, and won another 1000 Euros. Now the casino is telling me that they cannot send me 1000 Euros. The last time it was no more than 1000 Euros. Now I requested 500 Euros and am sure I will encounter another issue. How will I get back the 1000 Euros I won?

Ich habe einen Antrag von 1000 Euro beantragt ich hatte schon diese Mail,ich spielte am Sonntag 12/08 nochmals und hatte wieder diese 1000 Euro gewonnen, jetzt sagt mir dieses casino ich kann keine 1000 Euro zukommen lassen letztes mal war es keine über 1000 Euro ich habe jetzt 500 Euro angefragt und bin mir sicher wieder ein Problem, wie bekomme ich die 1000 Euro wieder die ich gewonnen habe

Dear pellerc1983,

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 pellerc1983,

Have you received your withdrawal from the casino yet?

Dear pellerc1983,

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.