BitReels Casino - Player’s winnings haven’t been received yet.

I requested my cashout on 28/10 and submitted all my documentation for verification.

I have never had a reply from the casino, and they have not even reviewed my verification documents.

Everyday I speak to live chat and they simply inform me of technical difficulty and it will be reviewed soon.

I've never had to wait for over a week for an account verification or withdrawl request and everyday I'm getting more concerned that the company is a scam.

I requested the email for their complaints team and Ive sent three emails without a response.

I would really be grateful if someone could help or push this forward.

Dear nickgallantbtc,

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 nickgallantbtc,

Have you received your withdrawal from the casino yet?

Dear nickgallantbtc,

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.