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

My redemption of $2500 has been "in queue" since March 24th. They said 5 days. It’s well past that. Every time I reach out to support they say they has escalated the situation and I would receive an email. However- it still has not processed and I get the same runaround every time I reach out.

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Dear Kels,

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

My account is fully verified. My card is verfied. Both have been confirmed by the "support team".