プレイヤーが賞金を受け取れずにいます。

I been waiting for a long time for my winnings and have yet to see it in my bank account.At first it wasn5-10 buisness days then 1-7 buisness days then up to 10 days.I tried getting ahold of the casino and I have until I asked about my redemption. Now the adress is unknown. Please help me resolve this issue.thank you

Dear Renneetishar,

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

Here’s something else I wasn’t sure if you have gotten this one yet

Well the problem is solved please close this case

Thank you so much

Dear Renneetishar,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru