Blackjack.fun Casino - Player claims that payment has been delayed.

I deposited 2 times 0.1 BTC (so 0.2BTC total) and after playing for several weeks I now have 0.224 BTC balance so am in very small profit. I never took any bonuses.

On Sunday 10th December I requested a withdrawal for 0.1 BTC, expecting to receive it within a couple hours as it should be.

Despite several promises (see attachments) that I would receive it soon, that they would surely send it the next day and that they "would take care to solve it tomorrow" nothing has happened at all.

Dear GekkeBelg,

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 GekkeBelg,

Have you received your withdrawal from the casino yet?

Nope nothing received, and on emails they have not answered ever since the moment I submitted the complaint on here. It's a very frustrating situation and I hope you can help me.

Update: after many ignored emails and many attempts to contact someone within their staff, I finally managed to find someone who responded on Telegram chat.....and this person acted swiftly and immediately apologized for the 18 days waiting time and processed the payout and gave me some extra bonus gift as an apology.

So this case can be closed....it's solved!

Thanks for your time and efforts.

Dear GekkeBelg,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru