Afun Casino MX - Player’s withdrawal has been delayed.

So, I logged into Afun's Megawheel and the game notified me that I had 1000 free chips. I played and won, and kept playing. When I tried to withdraw, it kept saying "failed." I tried many times, and suddenly my balance, which had been 12500, dropped to 0. I contacted customer support, and they said it was a supposed error on the part of the game provider, Pragmatic. I contacted Pragmatic, told them about the chips, gave them my game ID, and they said there was nothing wrong, that the winnings were mine. But Afun says it was a system error. I wondered if it was a reward for all the money I've lost at their casino, and they told me they wouldn't refund any of the 12500 that disappeared from my balance. I want to know if what they did was fair. I have screenshots of everything.

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Dear Rubenchu28.2828,

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 Rubenchu28.2828,

You already have one active complaint about the same issue. Since our company policy prohibits us from publishing identical complaints twice, we kindly ask you to respond to your complaint that is currently in progress.