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

On October 5th, I won a prize of over 1 million pesos. I played until I had 1,000,000 left. I made the withdrawal and even received a confirmation email. Then the payment was pending for hours... They told me to split the amount in two because the withdrawal would be faster that way, and that I had to wait 48 hours. There was no payment, so I complained, and they told me to split the amount again. So today I split 500,000 pesos into two amounts of 150,000 and two of 100,000. I'll split the other 500,000 pesos in two as well, but they can't take this long. It's a prize; it's eagerly awaited. They can't delay the payments so much. I've been talking to the platform every day, and they just keep telling me to wait. There's no solution.

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Dear Karinb,

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