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

I am requesting mediation for a €2,000 withdrawal from Rolly Spins 777. My account is fully verified, yet the casino has been stalling since January 28th. Despite switching to SEPA on Feb 20th and being promised a 72-hour internal processing time, the casino has missed the deadline. On Feb 27th, they sent another generic email refusing to provide a transaction receipt or a release date, despite admitting there are no issues with my account.

i did my first withdraw in jauary 28 via VISA, an then i waited 2 weeks and I didnt receive. THEN i changed to sepa on 20 february and today is february 27 and they still keep saying it's been processing but it's been more than 5 Business days.

My total winnings were 10.200€ and i didnt even received the first withdraw to ask for the rest. I have been really patiente andi really hope i receive my money. Its been a uge delay.

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Dear Brunagomes96,

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

Hello, thank you very much.

To summarize: it happened on January 28th, where I won 10,200€, I made the first withdrawal of 2000€ via VISA and until February 20th nothing received. In the meantime I canceled the visa and requested the 2000€ again via SEPA on February 20th and today, February 28th, still nothing.

So? I don't know if you count Saturdays and Sundays or not, but can you help me understand how long I have to wait? Because from my calculations I know that 72 hours have passed since February 20th.