499Win Casino - Withdrawal of player's winnings has been delayed.

Good morning, I recharged 50 reais on this platform 499win.com and received a 100% bonus on my deposit. I met all the betting requirements but they won't let me withdraw. When I contacted support, they informed me that I need to make a deposit equal to my current balance in order to unlock the value of 200 and make a new withdrawal.

Is this correct?

Dear Ian12,

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 Ian12,

Have you received your withdrawal from the casino yet?

I didn't receive my withdrawal again returned the account they are asking me to deposit the same withdrawal amount to unlock the account, in addition to not being able to withdraw I cannot bet either

Thank you for your reply, Ian12. Do I understand correctly that the casino is asking you to deposit R$200 (dispute value)?

Dear Ian12,

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.