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

I tried to withdraw my winnings and after a few days they sent me what seemed to be an automatic email rejecting my withdrawal stating that I never fulfilled my bonus terms by wagering 35x time. However, I never used a bonus and it shows no bonuses in my bonus history tab (please see attached photo). I emailed them telling them this and they don't respond.

There is also no place to verify account like they ask. I have emailed them multiple times for a week and no response.

Dear Lion1818,

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

They rejected my withdrawal I attached the email above. I never used a bonus and my history shows that but they are saying they rejected it cause I didn't rewager my bonus winnings 35 times.

Seems like they just have an auto email sent to everyone that tries to withdraw. I saw another complaint on here from a few weeks ago about this casino. I think they may be a full scam.

Thank you very much for your reply, Lion1818. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Lion1818,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite CoinGames Casino to join the conversation and participate in the resolution of this complaint.

Dear CoinGames Casino,

It seems there may be a mistake regarding the denial of the player's withdrawal request, could you please provide some insight into this?

Kind regards,

Adam

They rejected my withdrawal request again stating the same thing and they wont reply to any of my emails. They didnt even send the automated email rejecting it this time

I commented all over their social media accounts and they finally responded to me on those comments and processed my withdrawal

Hello Lion1818,

Thank you for the update. Can I ask you to confirm if you have received your payment and that the matter is now resolved?

Kind regards,

Adam

Yes I have received the payment and the matter is resolved

Dear Lion1818,

I'm glad to hear that your issue has been resolved. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Kind regards,

Adam