BV444 Casino - Player believes that their withdrawal has been delayed.

I signed up at this casino a few months ago and made deposits without any luck until Thursday when I made another deposit and started winning. I reached 10,000 pesos and tried to withdraw, but the withdrawals always failed. I contacted customer support, and they told me I need to upgrade to VIP status to be able to withdraw. This isn't stated in any of the casino's terms and conditions; at least, I couldn't find anything about it after reviewing everything on the site. I deposited again because they told me to, but I still can't withdraw my money. I want to win fairly and without any tricks.

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Dear AlexSmith87,

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