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

I have had a withdrawal pending for 10 days and I shouldn't have to verify my identity because I already did so with another withdrawal last month which went through after 10 days. Now, it seems they don't want to process this withdrawal. It's been 10 days and the customer support chat always responds in an elusive manner without giving me any assurance that the withdrawal will be processed or the time frame required for it to be completed.

Dear santonastasofabio,

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 santonastasofabio,

Have you received your withdrawal from the casino yet?

Dear santonastasofabio,

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.