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

I withdrew on the 11th October 2023 it states it was paid 13th Oct 2023. I know citibank Europe plc is where funds come from as its stated on my bank statement from previous withdrawals. I also know their servers crashed in the weekend but has been up and running. I have never had a problem like this with them before except recently they have been having technical difficulties with the prize wheel etc. promotions team never responded to me even after I made like 4 complaints to customer service. customer support just isn't there i have tried to contact them after 5am utc its 18.37pm nzst and that means 5.37am ust and it just comes up saying its outside their hours. I was relying on this money heavily to get into a new house, I have a broken keg now staying in my car. totally messed up situation now they had always been legit.

Cheers

Please help im in Dire Situation

Dear shwfns,

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

I haven't received my withdrawal they self excluded me so its impossible to chase it up they won't give me a transaction number only sent me confirmation email which are lies. there's no way of tracking the withdrawal tracker returns error 404 which means link doesn't exist. I need help on this please

Thank you for your reply, shwfns. Do I understand correctly that your account has been closed? Did you request self-exclusion or was it activated by the casino?

Dear shwfns,

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.