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

I made a withdrawal at 2023-11-02 and still nothing. I have made two approved and succeded withdrawals before and The pending time was about 24-30h. I have got this money to my bank (350 and 430€ i think)

Tried to email, chat and no one can help me "it is an other department, they have much to do. Just wait. They do all withdrawals in a que and much to do now."

I have never waited this long, I can't think it is normal. They are holding my money. No one there help me.

Dear Semaros,

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 Semaros,

Have you received your withdrawal from the casino yet?

Dear Semaros,

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.