Win777.us Casino - Player believes that their withdrawal has been delayed.

I tried to make a withdrawal, several actually. They are saying my withdrawal is on investigative hold due to abnormal patterns of my playing, whatever that means. It's been nearly 2 weeks I've been waiting. They still keep trying to stall from paying me.

Dear socpaulrocks7,

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 socpaulrocks7,

Have you received your withdrawal from the casino yet?

No, I have not recieved the money

Thank you for your reply, socpaulrocks7. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

No active bonus.

Please note that I asked you three questions.

Dear socpaulrocks7,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Yes, I have successfully withdrawaled with them many numerous times, in the last 2 years I've been playing with them. And I passed all that verification stuff a long time ago. My ID expired, which began the whole process over again, as far as verification is concerned. Now I have new id

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear socpaulrocks7,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.