Suprabets Casino - プレイヤーの出金が遅れている。

I created an account with Suprabets, won a bet, and want to withdraw. However, they told me I have to verify myself and despite sending all of the information, I'm still waiting for a response. They only provide an email for support but don't even bother replying. Additionally, why do they ask for verification when withdrawing but didn't require any when I deposited? I now feel swindled because they aren't giving me any guidance and I don't know how to proceed or who to reach out to.

Me cree una cuenta en Suprabets y gane una apuesta y quiero retirar y me dicen que tengo que verificarme y ya mande todo los datos y no me dicen nada , solo tiene un correo de soporte pero ni si quieran contestan. Aparte por qué piden verificación para retirar y no me pidieron eso al principio cuando deposite … ahora me veo estafado por que no me dicen nada y no sé qué hacer ni con quien contactarme .

Dear Vega,

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

They haven't verified my account yet and I've already sent all the documents and they don't tell me anything

No me han verificado todavía la cuenta y ya envié todo los documentos y no me dicen nada

Dear Vega,

Have you received your withdrawal from the casino yet?

Dear Vega,

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.