Casino Extreme - Player claims that payment has been delayed.

So i am a regular at this casino and have never had an issue. I logged in tonight and the website layout was totally different as they had adapted that crummy blah generic format that most RTG casinos use (the ones that aren’t using Inclave). It was really slow and buggy and I immediately hated it. But anyway I tried plugging in the code i had received via email from the casino to try out the new game Neon Wheel 7s. It didn’t work so I asked support for help and they put it in for me. 50 spins at .05 a spin yielded $7.31 that I had to wager 45x over ($328.95) for a max cash out of $100. Pretty standard. I upped the bet to 50 cents and played for a while. I went up and down a bit but just as I was gonna strike out k got the wheel and won the $500 jackpot. I immediately asked support if it was a jackpot I could keep or did I have to wager it down. They said I’d have to wager it down, which the agent told me still left $298 to go. I was like whatever I’ll play it down and take the $100. So I’m at $500, and I need to wager basically $300 to get it auto-deduct to $100. So I upped the bet to $10, and placed my bets counting each one as I went. The website is super buggy so it kept reloading the page every two minutes or so, but only did so once during this period. All of a sudden my balance dropped from $300 not to $100 but down to $4.16. I had only bet $10 twenty-two times (I know because I counted!) but the agent said that my balance dropped to $96 and then I continued wagering another $110 since then. That would mean that half of my counted wagers would have been in those final seconds - which isn’t true at all - and that I wagered thirty times plus an additional eleven…which is completely bogus. Anyway they are rigidly defending the lie that I did so. There’s just no way. The only explanation I can think of is that their stupid buggy website when it was lagging and reloading counted some of my wagers double or triple the times the actual times I hit the button. Because I know online casinos are shady and every chance they get to not pay you they will take. I’m just calling bullshit on this one because that ain’t right.

Dear coreytacoh,

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

It’s not being delayed it’s being denied because their website was buggy AF when they were trying to switch over to a different format. It’s not a problem with the rate of withdrawal I’ve withdrawn from these guys many times it always super fast. It’s because they are saying I made more bets than I did and thus my balance was depleted when I had been very careful to count my bets. Did you even read what I wrote?

Thank you for your reply, coreytacoh. I apologize for the misunderstanding. The first message was automatically generated based on the answers you provided while submitting this complaint.

Could you please forward me your game history from the whole game session?

Also, would you be so kind as to forward me all the relevant communication between you and the casino? You can send everything to kristina.s@casino.guru. Thank you in advance.

Dear coreytacoh,

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, we’re forced to close this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.