Coins.Game Casino - Player’s withdrawal has been delayed.

First, I deposited 250, didn't like the bonus and canceled it. I placed bets normally and managed to increase my balance to 800 BRL.

However, when I made the first withdrawal, they canceled it and asked for documents, with a deadline of 48 hours. Now, after 72 hours have passed, they are asking for 15 days? What kind of hell is this? 15 days?

Dear axienewdson01,

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 asked for 15 Business Days anyway so I'll wait

Hello axienewdson01.

You can create a request to withdraw your funds.

Dear axienewdson01,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

I tried once and it was canceled. I tried a smaller withdrawal and it's been in process for over 5 hours.

Dear axienewdson01,

As mentioned earlier, withdrawals can take up to 14 days to process. Please keep us updated after a week if it has been paid out or if there are any issues. In the meantime, I would recommend waiting.

Kind regards,

Nick

Dear axienewdson01,

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.