Surge Casino - Player's withdrawal has been delayed.

I deposited several times in total of 500$ and win up to 950$. I tried to withdrawal then I went to play a bonus which deduct a little so it was left with 900+ causing failure in withdrawal. "You need to complete the wagering requirements associated with the bonus you are currently subscribed to in order to withdraw funds from your account." It was processed less than 3 days. I understand this. 

Then, I performed a withdrawal of 900$ through bank transfer without any active bonus at 31 August. The status remained NEW until today of which it has been around 10 business days and still the same. I have asked the customer service several times across these days. They said let it wait 2-10 business days through email due to heavy workload. I have waited for it. They also said "We have forwarded it to the Payments Department for expedited processing, and they will notify you via email as soon as possible." This was on 9 September. No money has been sent to my bank account yet. 

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Dear tsyyst31,

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 be 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 the 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 within 14 days of requesting the withdrawal, please let us know, and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Tomas